At a Glance
- Tasks: Manage and develop customer accounts, ensuring exceptional service and identifying growth opportunities.
- Company: Join ICS.AI, the UK's leader in AI solutions for public sector organisations.
- Benefits: Enjoy flexible working, enhanced pension, 25 days holiday, and a £1,200 work-from-home allowance.
- Other info: Collaborative environment with opportunities to leverage generative AI tools.
- Why this job: Be a key player in transforming public services with cutting-edge AI technology.
- Qualifications: 4 years of strategic account management experience and strong relationship-building skills.
The predicted salary is between 45000 - 60000 £ per year.
ICS.AI is the UK's market leader in Artificial Intelligence (AI) solutions for public sector organisations, partnering with over 20 councils and educational institutions to revolutionise public service delivery. As a Microsoft co-sell partner, we combine cutting-edge AI technology with deep sector expertise to deliver exceptional value through our core solutions - AI Transformation, AI Contact Centres, AI Staff Copilots, Social Care AI Copilots and 'AI for All'. With our head office in Basingstoke, delivery office in Leamington Spa, and satellite offices throughout the UK, we're transforming how the public sector delivers services.
About the Role
We are seeking an experienced Account Manager to nurture and develop existing customer relationships across local government and higher/further education sectors. This role combines strategic account management with commercial awareness to maximise customer value and identify organic growth opportunities within our established client base. Working closely with our Customer Success Manager and delivery teams, you'll serve as the primary commercial relationship owner, ensuring exceptional customer experience while developing comprehensive account strategies that drive sustainable business growth.
Key Responsibilities
- The Account Manager is responsible for managing and developing existing customer accounts within ICS.AI's portfolio, serving as the single point of commercial contact for all account-related activities.
- This role focuses on protecting recurring revenues (licence renewals), driving consulting revenue growth through deepening customer relationships and identifying opportunities for growth, and managing commercial efficiency by coordinating commercial aspects of service delivery.
- Working collaboratively with the Customer Success Manager, delivery teams, and partner organisations, the Account Manager ensures seamless customer experience while maintaining commercial awareness of expansion opportunities.
- The role combines relationship management expertise with commercial acumen, supported by a performance-based compensation structure that includes a commission element tied to licence renewal and net new consultancy.
- This position requires a strategic relationship manager with strong commercial awareness who can navigate complex customer organisations, understand their evolving needs, and position ICS.AI as a trusted long-term partner.
- The ideal candidate will demonstrate experience in account management, commercial coordination, and the ability to leverage modern productivity tools, including generative AI, to enhance performance and support others in maximising their effectiveness.
Primary Duties
- Manage existing accounts within ICS.AI as single point of commercial contact for assigned customer portfolio.
- Coordinate with delivery team and own the commercial relationship for change requests and new phases of existing contracts.
- Develop and maintain comprehensive account plans for each account including ICS.AI product and service penetration matrices.
- Work closely with the Customer Success Manager attending Service Reviews, project updates, and project boards to ensure fantastic customer experience.
- Facilitate and ensure renewal are completed in a timely manner.
- Own all commercial actions and follow-through to ensure customer satisfaction and growth opportunities.
- Bring in new business sellers when expansion opportunities arise, working jointly to close deals.
- Work collaboratively with partner account teams (Microsoft, etc.) to leverage their activities and joint opportunities.
- Utilise and promote adoption of generative AI tools to increase productivity and help others get the most out of these technologies.
Required Skills and Experience
- Strategic account management experience (4 years) with proven ability and who is resilient, diplomatic and who can develop and execute comprehensive account plans and penetration strategies.
- Commercial awareness to identify opportunities, strong negotiation skills and not easily outmaneuvered by demanding customers.
- Relationship building skills to serve as trusted advisor, able to handle senior stakeholder relationships inside larger organisation.
- Collaborative approach to work effectively with Customer Success, delivery teams, and external partners including Microsoft account teams.
- Market insight to understand customer landscapes, competitive positioning, and share of wallet opportunities across ICS.AI services.
- Communication excellence to facilitate meetings, presentations, and strategic discussions including Service Reviews and other client engagement meetings.
- Technology proficiency including experience with generative AI tools to enhance productivity and support team effectiveness.
- Degree in Business, Sales, Marketing, or related field (desired).
What We Offer
- Flexible and remote working options.
- Enhanced pension scheme (5% employer contribution).
- 25 days of holiday plus bank holidays.
- £1,200 annual work-from-home allowance.
Eligibility Requirements
Applicants must have the legal right to work in the UK. Unfortunately, we cannot offer visa sponsorship for this role. A full Role Profile is available upon request.
Technical Account Manager employer: ICS AI Ltd
ICS.AI is an exceptional employer, offering a dynamic work culture that prioritises innovation and collaboration in the rapidly evolving field of Artificial Intelligence. With flexible and remote working options, a generous pension scheme, and a commitment to employee growth through strategic account management roles, we empower our team members to thrive while making a meaningful impact in the public sector. Located in Basingstoke, with additional offices across the UK, we provide a supportive environment where employees can leverage cutting-edge technology and develop their skills in a forward-thinking organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Account Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ICS AI Ltd. 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 ICS AI Ltd 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 Technical Account Manager
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 ICS AI Ltd:Your cover letter is your chance to shine! Tell us why you want to work at ICS AI Ltd 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 ICS AI Ltd!
How to prepare for a job interview at ICS AI Ltd
✨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.
