Desk Based Account Manager in London

Do you want the opportunity to join a fast‐paced, customer‐obsessed team that plays a vital role in supporting IPI's Client Directors and delivering exceptional service across our entire customer base? As a Desk‐Based Account Manager, you will be the first line of engagement for a large and diverse portfolio - from unassigned and smaller accounts through to supporting activity within strategic Enterprise clients. This role is ideal for someone who thrives in a dynamic environment, enjoys building relationships at scale and takes pride in delivering accurate, timely and high‐quality sales support. You will help customers navigate their needs, process small orders, maintain commercial momentum and ensure a seamless experience across our CCaaS, CX, DX, AI and Compliance solutions.

Key Responsibilities

• Customer Engagement & Relationship Management

• Act as the primary day‐to‐day contact for unassigned and smaller Territory Accounts.
• Support Client Directors by handling inbound queries, administrative tasks and commercial follow‐ups across their Enterprise accounts.
• Build strong, positive relationships with customer contacts across a high‐volume portfolio.
• Proactively gather customer requirements to understand needs, challenges and opportunities.
• Ensure customers receive timely updates, clear communication and a consistent experience.
• Manage the IPI shared inbox, triaging, prioritising and assigning work as required.
• Create CRM entries to initiate presales activity and maintain accurate customer records.
• Produce quotes and process small orders.
• Track and manage the quote‐to‐order process, ensuring all steps are completed accurately and on time.
• Support renewals and contribute to account retention and growth.
• Maintain an accurate pipeline within CRM, ensuring all opportunities are updated and compliant.
• Achieve forecast accuracy within agreed tolerances.
• Identify and surface new opportunities across unassigned and smaller accounts.
• Contribute to meeting assigned sales quota through proactive engagement and opportunity development.

• Work closely with Client Directors, Presales, Customer Success, Product Owners, Service Delivery Managers and Specialist Sales.
• Coordinate internal resources to ensure smooth customer interactions and timely responses.
• Support consistent processes and best practice across the Client Management function.

Skills & Experience Required

• Proven experience managing a high volume of customer relationships.
• Strong communication skills - written, verbal and listening.
• Proficient in HubSpot, with strong attention to detail and CRM discipline.
• Ability to articulate value propositions and understand customer needs.
• Strong organisational skills with the ability to manage multiple priorities.
• Confident, proactive and able to work independently without close supervision.
• Strong time‐management and ability to work to deadlines.
• Experience in SaaS, CCaaS, CX, AI or Managed Services environments.
• Familiarity with sales processes, quoting and commercial workflows.
• Exposure to both direct and indirect sales environments.

Personal Attributes

• Customer‐driven, with a genuine desire to help customers achieve their goals.
• Curious, inquisitive and eager to understand customer challenges.
• Calm under pressure and able to manage competing demands.
• Collaborative, with the ability to work effectively in a matrix environment.
• Self‐motivated, accountable and committed to delivering high‐quality work.
• Positive, energetic and focused on continuous improvement.

Success Measures

• Quota attainment and contribution to revenue.
• Account retention and renewal performance.
• Accuracy of forecasting and CRM data.
• Responsiveness and quality of customer communication.
• Effective management of the small‐order and quote‐to‐order process.
• Strength of internal and external relationships.

What is it like to work for IPI?

IP Integration is dedicated to creating intelligent contact centre and IT solutions and supporting services which are unrivalled in the industry. Our breadth of knowledge and experience spans products and services from the world's leading information and communication technology vendors; enabling us to deliver award winning, value-add solutions. We are an agile, highly accredited organisation with over 20 years heritage in delivering contact centre solutions to businesses across the UK. We invest heavily in customer experience, our people, and our culture – putting people at the heart of everything we do.