At a Glance
- Tasks: Manage and grow customer accounts while delivering top-notch IT solutions.
- Company: Join Arc, a leading UK Managed Service Provider with a focus on innovation.
- Benefits: Enjoy competitive salary, flexible working, and ongoing professional development.
- Other info: Diverse and inclusive culture with clear opportunities for career progression.
- Why this job: Be part of a dynamic team that values growth, accountability, and customer satisfaction.
- Qualifications: Experience in account management within a UK MSP and strong technical understanding required.
The predicted salary is between 37800 - 46200 £ per year.
About Arc: Arc is a UK-based Managed Service Provider helping organisations get real value from technology. We design, deliver and support IT services that keep customers secure, productive and scalable. Our services cover end-user computing and service desk, through to private cloud, Microsoft Azure infrastructure, networking and managed security services.
Role Overview: We are looking for an Account Manager with a strong technical foundation to manage and grow a portfolio of existing customers. This role is suited to someone with experience working within a UK MSP environment who understands how managed services operate, both commercially and technically. You will act as the main point of contact for customers, owning the relationship, identifying opportunities and working closely with service delivery and technical teams to ensure solutions are delivered correctly. You will work within a structured sales process that prioritises long-term customer value over short-term transactional sales.
Key Responsibilities:
- Own and manage a portfolio of existing customers as their primary commercial contact
- Build trusted relationships with IT managers, technical stakeholders and business decision makers
- Work to a defined sales process, focused on solving customer problems and creating long-term value rather than pushing products
- Understand customer environments across desktop support, service desk, private cloud, Microsoft Azure, networking, backup, disaster recovery and managed security
- Identify upsell and cross-sell opportunities aligned to genuine customer needs
- Work closely with technical teams to scope, document and deliver solutions
- Support contract renewals, pricing discussions and service changes
- Maintain strong sales administration standards, ensuring CRM data, forecasting and account records are accurate and up to date
- Proactively manage account health, customer satisfaction and retention
- Attend customer review meetings and contribute to ongoing service improvement
Required Skills and Experience:
- Experience working as an Account Manager within a UK MSP or IT services provider
- Strong understanding of managed IT services including desktop support, cloud infrastructure and security services
- Confidence discussing a range of IT services and solutions with customers and internal teams
- Strong written and verbal communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences
- A strong customer service ethos, with a genuine focus on doing the right thing for customers
- Demonstrable grit, determination and a strong work ethic
- Strong organisational and sales administration skills, with high standards for CRM hygiene and use of internal systems and tools
- Commercial awareness, with experience managing renewals, pipeline and account growth
Preferred Skills and Experience:
- Previous experience in a technical role such as service desk, desktop support or infrastructure
- Familiarity with ITIL based service delivery
- Experience with Microsoft Azure, Microsoft 365 and common MSP security tooling
Team Culture and Ways of Working: The Arc sales team is a demanding but rewarding place to work. We set high standards for ourselves and each other, and we take ownership of outcomes rather than excuses. Our culture is built around trust, accountability and doing the right thing for our customers. We have a strong spirit of continuous improvement and are always looking for better ways to work, improve service quality and deliver more value. Consistent learning is a core expectation, whether that is developing technical knowledge, sharpening commercial skills or learning from mistakes. This role will suit someone who is comfortable being challenged, open to feedback, motivated by growth and prepared to work hard to succeed.
Why Join Arc:
- A strong fast growth UK MSP with strong technical depth and outstanding customer service.
- Competitive salary with achievable commission
- Flexible working options including hybrid working
- High performance but supportive team culture
- Clear opportunities for progression and development
- A dynamic and supportive working environment.
- Opportunities for career progression within the company.
- Ongoing training and professional development.
Diversity & Inclusion: We celebrate diverse backgrounds and perspectives; they make us stronger. If you’re excited about this role, apply even if your experience doesn’t align perfectly. If not this one, you could be just the right fit for other roles we are recruiting for. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
UK Right to Work: All applicants must have the right to live and work in the UK. We cannot offer sponsorship at this time.
Accessibility: We are committed to providing reasonable adjustments for any candidates with disabilities. If you require adjustments, please outline these requirements in your application.
Account Manager (Technical Focus) - Essex/ London employer: Arc
Arc is an exceptional employer, offering a dynamic and supportive work environment where employees are encouraged to take ownership of their roles and strive for continuous improvement. With a strong focus on professional development, competitive salaries, and flexible working options, Arc fosters a culture of trust and accountability, making it an ideal place for Account Managers looking to grow their careers in the thriving UK MSP sector.
StudySmarter Expert Advice🤫
We think this is how you could land Account Manager (Technical Focus) - Essex/ London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Arc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Arc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Account Manager (Technical Focus) - Essex/ London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Arc:Your cover letter is your chance to shine! Tell us why you want to work at Arc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Arc!
How to prepare for a job interview at Arc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
