At a Glance
- Tasks: Manage and grow relationships with SMB customers, ensuring they get the best from our IT solutions.
- Company: FluidOne, a trusted IT partner with a focus on customer relationships.
- Benefits: Health care, life assurance, generous holiday, and employee discounts.
- Other info: Dynamic role with opportunities for personal and professional growth.
- Why this job: Be a trusted advisor and make a real impact on customer success in tech.
- Qualifications: Strong relationship-building skills and a curiosity for technology.
The predicted salary is between 30000 - 40000 £ per year.
Role Overview: The Account Manager is responsible for managing, retaining and growing a portfolio of SMB customers who rely on FluidOne as their trusted IT partner. You will own the commercial relationship with your customers, taking the time to understand their businesses, priorities and challenges. Working closely with our technical and service teams, you will help customers make the right technology decisions and ensure they continue to receive real value from their relationship with FluidOne. This is a relationship‑led role, not just a sales position. You will act as the customer’s trusted advisor, leading regular account reviews, maintaining technology roadmaps and identifying opportunities to improve security, resilience, productivity and performance. You will also be responsible for protecting and growing recurring revenue across your customer portfolio by managing renewals, identifying opportunities and introducing relevant solutions across Managed IT, Microsoft, Cyber Security, Cloud, Connectivity and Communications. The successful candidate will be commercially minded, highly organised and passionate about building long‑term customer relationships. You do not need to be deeply technical, but you must be curious about technology, confident working with technical specialists and able to explain solutions in clear, business‑focused language. Ultimately, your success will be measured by happy customers who stay with FluidOne, trust your advice and continue to grow their relationship with us.
Responsibilities:
- Own and manage a portfolio of SMB customers, acting as their main commercial point of contact and trusted advisor.
- Build strong, long‑term relationships by developing a deep understanding of each customer’s business, priorities, challenges and future plans.
- Lead regular customer meetings, account reviews and QBRs, ensuring clear actions are agreed, documented and followed through.
- Work with technical teams to develop and maintain technology roadmaps that align each customer’s IT strategy with their wider business goals.
- Retain and protect existing recurring revenue by proactively managing customer satisfaction, renewals, risks and potential churn.
- Identify opportunities to grow customer accounts by recommending relevant solutions across Managed IT, Microsoft, Cyber Security, Cloud, Connectivity and Communications.
- Maintain an accurate understanding of customer contracts, services, technology environments and upcoming renewal dates.
- Develop and manage a healthy pipeline of opportunities across the customer portfolio, maintaining accurate forecasts and CRM records.
- Work closely with service delivery, technical, project and support teams to ensure customers receive a consistently high level of service.
- Take ownership of commercial issues and customer escalations, coordinating with internal teams to ensure they are resolved effectively and communicated clearly.
- Support customers through technology changes, projects and service improvements, ensuring they understand the business value and outcomes.
- Achieve agreed targets for customer retention, recurring revenue growth and sales performance.
- Stay up to date with developments across the IT and cyber security landscape, helping customers understand emerging risks and opportunities.
- Represent FluidOne professionally at customer meetings, events and networking opportunities.
Requirements:
- Ability to analyse and ask questions
- Follow procedures
- Calm under pressure
Benefits after probationary period:
- Subsidised Health and subsidised dental care
- Employee Assistance programme (EAP)
- Life assurance (3 × salary)
- Sodexo Discount Platform
- FluidOne breakfast and refreshments on working days
- Pension contribution – 5 % company contribution
- Generous Holiday Entitlement
- One day off for Birthday
- Half price internet connectivity
- Department incentives
FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age.
