Head of Technical Account Management

Randalls Way, Leatherhead KT22 7TW, UK Req 18 March 2025. Bytes is a top provider of premium IT solutions and services, working with SMEs, corporations, and public sector organisations to modernise and digitally transform their IT infrastructures. Founded in 1982, Bytes has experienced significant growth, now employing over 750 people across seven locations in the UK and Ireland, with a turnover surpassing £1.8 billion in 2023.

At Bytes, we nurture talented individuals to achieve remarkable outcomes and are dedicated to supporting our employees through continuous training, guidance, and development to help you advance and fulfil your career goals. We foster a culture of innovation, collaboration, recognition, and inclusivity and offer a wide range of benefits to support staff wellbeing.

Operating from modern, hybrid working environments with offices in Leatherhead, Reading, London, and Manchester:

• 25 days holiday per annum plus bank holidays and Christmas period
• Excellent learning and development opportunities
• Open plan office with collaborative working spaces, on-site gym, outdoor tiki bar, coffee bar, and lunch area
• Company wellbeing and social events
• Sports and social clubs
• Incentive trips
• Employee Assistance Programme
• Discounted private healthcare
• EV scheme and Ride to Work scheme
• Winners of an array of industry awards
• Great Place to Work Certified
• Sunday Times Top 100 Best Places to Work
• Supporters of 85+ charities with strong commitment to diversity and sustainability

POSITION DETAILS:

Position Title: Head of Technical Account Management
Reports to (POSITION): Divisional Director for Cloud Sales
Team: Technical Account Management

PURPOSE OF JOB:

The Technical Account Manager will play a key role in building and maintaining strategic relationships with our top customers, ensuring that their business objectives, technical challenges, and Cloud-related goals are aligned with the solutions and services offered by Bytes. This is a highly customer-focused role, combining technical expertise, strategic consulting, and account management to ensure our customers derive maximum value from their Cloud investments.

A strong technical acumen across Cloud technologies (AWS, Azure, and complementary third-party products) is essential, as well as the ability to stay ahead of the latest technological advancements and communicate their impact to key stakeholders. You will work collaboratively across Account Management, Cloud Success, and Service Delivery teams to ensure customers are leveraging the full breadth of Bytes' products, services, and software. This role is perfect for someone who has an outstanding record in delivering for customers and thrives in building teams.

KEY RESPONSIBILITIES:

• Work alongside our top customers to understand their business goals, pain points, and technical requirements to align Cloud solutions.
• Lead, mentor, and manage the Technical Account Management team to ensure optimal performance and professional growth.
• Develop and implement strategies to drive Microsoft revenue across all technologies, Bytes services, and Bytes managed services.
• Establish the team as the "go to" technical resource for customers who require proactive support elements of our support service.
• Act as the primary technical advisor for key accounts, positioning additional Bytes products and services to enhance the customer's technology stack.
• Proactively identify and address recurring technical issues and drive service improvement.
• Ensure the team's alignment with the company's overall strategic objectives and goals.
• Provide thought leadership internally (sales enablement/win wires etc) and externally (speaking events/podcasts/etc) in your area of specialism.
• Set and monitor KPIs to measure the success of the Technical Account Management team.

INDIVIDUAL RESPONSIBILITIES:

• Schedule regular cadence with customers and team members.
• Assist in new business development through showing the value of technical account management in early stage meetings.
• Drive engagement and strategy with C level resources within customers.
• The ability to drive and motivate a team to be highly proactive and customer focused.
• Engage proactively with our support teams to identify areas of high support in order to proactively remediate them for future.
• Review available data to identify customer gaps (white space) to drive new cloud workloads and consumption opportunities.

WIDER TEAM NETWORK:

Internal: Pre-sales, Sales, Customer Success, Sales and Sales Specialist Teams, Delivery, Marketing and Support.
External: Clients, Vendors and Partners.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:
Educated to A-level standard.
Professional Qualifications:
Architect Level Qualifications in Azure or AWS (e.g. Az305), AWS Solution Architect Associate (desirable) or AWS Solution Architect Professional (preferred), Administrator/Developer Level Qualification in Azure or AWS (Az104, AWS Developer, etc), Related qualifications in third party technologies surrounding cloud - e.g. backup, security, DR, logging & monitoring or developer toolkits.

Years of Experience:
3+ years in Technical Account Management at a similar organisation.
6+ years of technical consulting or show a similar chronology of demonstrable hands-on experience in Solution Design, Enterprise Architecture, or Enterprise Information Technology.
A track record in leading and managing a team.

Other Requirements:
Experience in customer-facing roles.
Experience working in part of a wider project team.
Experience presenting to senior stakeholders.

Core Competencies & Skills:
Expertise in Cloud, Networking, security, Modern Workplace and infrastructure design.
Ability to communicate highly technical concepts effectively to non-technical people.
Ability to coordinate across multiple teams and work as part of a wider project team.
Ability to analyse complex problems and develop innovative, scalable solutions.
Proven ability to work effectively in a collaborative, cross-functional team environment.
Experience in technical presales or post-sales activities, including solution positioning, customer onboarding, and service expansion.