Account Manager - Client Solutions

Location: Hybrid role can be based from any of our Manchester, Leeds or Reading offices

Hours: Monday to Friday, 37.5 hours per week

Salary: Competitive salary + Bonus Scheme

About BCN: At BCN we unite people and technology to enable organisations to fly. We believe people and organisations can achieve anything using technology to its full potential. Our role is to help them understand what is possible, implement in the right way and utilise their technology to achieve their ambitions. Which is why we put people front and centre – building client relationships for life and fostering a culture where our people thrive. We are a leading managed IT services provider and technology consultant, specialising in delivering transformative technology solutions with industry-leading client experience across business, public sector and not for profit organisations. From cloud computing, cybersecurity, and data management to power app development, we are dedicated to pioneering technology with Microsoft innovation. Guided by our 3 values of building relationships, client success and passion and dedication, we are on a mission to make BCN the most trusted tech partner in the UK today.

Focus of the role: We are looking for an Account Manager to support our key clients. As an Account Manager you will play a crucial role in driving high levels of client satisfaction and retention. You will be responsible for managing existing accounts, with a particular focus on retaining and upselling into these accounts. Your aim will be to maintain long-term relationships with clients, understand their needs, and identify opportunities for additional value. In addition to this, you will work alongside the existing sales team to handle client queries, quote for products and services, support the renewals process and provide assistance and cover to the sales team. Whilst this role is primarily focused on retention and upsell, you will be managing clients that will be receptive to new sales and therefore there is an expectation to drive sales into these clients. The progression opportunities are significant, and this role would provide a great route into the wider sales organisation. If you enjoy coming up with effective solutions and working toward achieving goals, this job is right for you. You will use your communication skills to identify and address clients’ needs while representing BCN in a positive way. Previous client service experience will be an advantage. Ultimately, you will contribute to building profitable, long-term relationships with our clients to reach our business objectives.

Responsibilities:

• Develop and maintain strong relationships with key stakeholders within your clients.
• Identify and implement strategies to retain and grow client accounts.
• Understand client needs and objectives and provide solutions to meet those needs.
• Identify upsell opportunities and drive additional revenue by offering new products or services.
• Negotiate contracts and close agreements to maximise profitability.
• Collaborate with internal teams, such as sales and support, to ensure client satisfaction and account growth.
• Track and report on account renewal metrics, performance, and outcomes.
• Forecast and track key account metrics (sales, sales pipeline, renewal performance).
• Maintain up-to-date knowledge of our products and services, as well as competitive offerings.
• Respond to incoming emails and phone calls, take ownership of queries to resolution.
• Plan and organise personal work strategies including, daily/weekly/monthly schedules to identify opportunities, drive renewal retention and improve the client experience.
• Work collaboratively with other business areas to align client requirements across product and services.
• Follow up on marketing initiatives, sharing newsletter and key thought leadership information with customers to drive value and opportunity creation.

Examples KPIs:

• Maximise the renewal opportunity and minimise churn.
• Achieve monthly renewal targets and maintain the existing client contract bank.
• Deliver a level of incremental sales.
• Upsell products and services to increase the contract contribution for retained clients.
• Maintain accurate reporting in renewals, client experience and forecasting.

Person, Skills & Experience:

• Minimum 2 years of experience in account management, specifically within a Managed Service Provider (MSP) environment.
• Experience managing SMB account portfolios.
• Excellent communication, interpersonal, and negotiation skills.
• Proficiency in Microsoft Office and CRM software.
• Highly organised and solution oriented.
• Detail-oriented and able to prioritise.
• Self-starter and able to work efficiently under pressure.
• Highly driven, focused and committed with a proven track record.
• Positive “can do” attitude, sense of urgency and strong desire to be successful.
• Ability to operate in a high velocity, metrics driven organisation.
• Ability to build and sustain trust among colleagues and clients of various levels at any organisation.
• Proven ability to work independently and as a member of a team with flexibility to adapt and manage change effectively in an ever-changing environment.

Why BCN?

• The opportunity to shape your own future with industry leading training and development, with access to our BCN Academy.
• Competitive salary with the ability to progress.
• 23-days holiday allowance, increasing with length of service, plus bank holidays, an extra day off on your birthday and the option to buy more!
• Company pension scheme.
• 2 paid leave days per year to volunteer and support your local community – if it matters to you it matters to us.
• Health cash plan with free access to a confidential Employee Assistance Programme (EAP) supporting bereavement, financial, health and wellbeing, and much more.
• Life assurance.
• Cycle to work scheme, electric vehicle scheme, home and tech scheme, and retail discounts.
• Balancing work, life, and fitness can be challenging, so we offer a free on-site gym at our Manchester and Leeds locations to make it easier to stay active.
• Long service recognition to celebrate all the milestones.
• Beer (or soft drinks) and Pizza Fridays, dress down every day, social events such as Summer BBQ, Christmas party and lots more!