IT Account Manager in Birmingham

Join METCLOUD – Securing the Future of Sovereign Cloud and AI. METCLOUD is an award-winning Cloud Security Service Provider at the forefront of the UK’s rapidly evolving digital landscape, recognised as a key driver of UK data sovereignty. As organisations increasingly adopt cloud, AI, and Generative AI technologies, the need for secure, compliant, and sovereign platforms is growing, and METCLOUD is leading the way. With sovereign cloud, AI, and cybersecurity adoption projected to grow significantly over the next decade, this is a great opportunity to join a company at the intersection of cloud security, artificial intelligence, and national digital resilience. We are not only enabling innovation but also securing it. METCLOUD specialises in sovereign, private, and public cloud security, delivering innovative, tailored services that seamlessly align with our clients’ operational, regulatory, and security requirements. We leverage cutting-edge cybersecurity technologies, alongside AI and Generative AI capabilities, to enhance threat detection, automate security operations, and protect sensitive workloads, including AI-driven applications and data pipelines, across complex cloud environments. Headquartered in Birmingham, METCLOUD aims to build a globally recognised brand known for trusted, secure cloud and AI-enabled cybersecurity solutions. Our platforms help organisations safely adopt AI and Generative AI while keeping full control over their data, models, and intellectual property. Our people are central to our success. We foster a culture of innovation, collaboration, and continuous learning, so our teams can work with the latest cloud, security, and AI technologies and make a tangible impact in a fast-growing market. If you are passionate about cloud security, AI, Generative AI, and shaping the future of sovereign digital infrastructure, METCLOUD offers an exciting opportunity to join a company defining the next era of secure cloud services.

The IT Account Manager manages and develops a portfolio of existing customers, protects recurring revenue, and ensures customers achieve measurable value from their relationship with the company.

This role combines customer advocacy, commercial account development, and internal stakeholder coordination. It is not purely a sales position. The Account Manager must understand customer business priorities, monitor service performance, and collaborate with technical, operational, and commercial teams to deliver successful customer outcomes and long‑term partnerships.

Key Responsibilities

Account Ownership

• Act as the primary commercial relationship owner for an assigned portfolio of customers.
• Develop and maintain documented account plans for all strategic accounts.
• Gain a comprehensive understanding of each customer's business, technology environment, priorities, challenges, and risks.
• Maintain regular engagement with operational, management, and executive stakeholders.
• Coordinate internal resources to ensure commitments and customer expectations are delivered.
• Maintain accurate customer records, opportunities, and account information within the CRM system.

Customer Retention

• Monitor customer satisfaction levels, service performance, and relationship health.
• Identify early warning indicators of customer dissatisfaction or contract risk.
• Work closely with operational teams to resolve recurring service issues.
• Ensure complaints, issues, and escalations are managed effectively with clear ownership and action plans.
• Lead contract renewal discussions well in advance of expiry dates.
• Develop and implement retention and recovery plans for at‑risk customer accounts.

Service Reviews

• Plan, coordinate, and lead monthly and quarterly business review meetings.
• Present service performance metrics, SLA achievements, incident trends, improvement initiatives, and business risks.
• Translate technical information into meaningful business outcomes and commercial insights.
• Ensure agreed actions from service review meetings are documented, assigned, and completed.
• Demonstrate the value delivered to customers beyond operational statistics and support metrics.

Account Growth

• Identify and develop cross‑sell and upsell opportunities within existing customer accounts.
• Promote appropriate cloud, cybersecurity, backup, resilience, licensing, managed services, and professional service solutions.
• Build opportunities based on customer business needs, technology risks, and strategic objectives.
• Collaborate with technical specialists and solution architects to develop customer proposals and recommendations.
• Maintain an accurate account‑level sales pipeline and forecast.
• Support commercial negotiations, contract amendments, and approval processes.

Customer Strategy & Consulting

• Develop technology roadmaps in partnership with customers and internal technical teams.
• Understand customer growth plans, acquisitions, regulatory requirements, and transformation initiatives.
• Support customers in budgeting and planning for future technology investments.
• Position the company as a trusted strategic adviser rather than solely a service provider.
• Introduce relevant innovations and emerging technologies, including private AI, sovereign cloud solutions, and AI‑enabled security capabilities where appropriate

Essential Experience

• Minimum of five years' experience in Account Management, Customer Success, or IT Service Delivery.
• At least three years' experience within a Managed Service Provider (MSP), Cloud Services, Cybersecurity, or Technology Services environment.
• Proven experience managing recurring‑revenue customer relationships and contract renewals.
• Track record of retaining customers and growing account revenues.
• Experience conducting business reviews and presenting to senior stakeholders.

Technical & Commercial Knowledge

• Strong commercial understanding of cloud services, infrastructure, cybersecurity, licensing, and managed services.
• Ability to discuss technical solutions confidently at a business and commercial level.
• Understanding of service delivery frameworks, service level agreements (SLAs), and customer success principles.
• Experience using CRM platforms and maintaining accurate customer records and pipelines.

Skills

• Excellent relationship‑building and stakeholder management skills.
• Strong communication and presentation abilities.
• Commercially aware with a consultative and customer‑focused approach.
• Effective problem‑solving and conflict‑resolution skills.
• Strong organisational and time‑management capabilities.
• Ability to influence and coordinate cross‑functional teams.
• Skilled in handling difficult customer conversations and service escalations professionally.

Key Performance Indicators (KPIs)

• Customer retention rate.
• Contract renewal success rate.
• Customer satisfaction and feedback scores.
• Revenue retention and account growth.
• Cross‑sell and upsell performance.
• Successful completion of customer review meetings.
• CRM data accuracy and pipeline management.
• Resolution and management of customer escalations.

Personal Attributes

• Customer‑centric mindset.
• Professional and commercially astute.
• Collaborative and relationship‑focused.
• Proactive and results‑oriented.
• Strategic thinker with strong business awareness.
• Adaptable and resilient under pressure.
• Committed to delivering exceptional customer outcomes

Benefits

• Salary negotiable
• 25 days annual holiday + bank holidays
• Company pension scheme (after the qualifying period)
• Private Health Care (after 1 year of completed service)
• Private Life Insurance
• Great working environment with a young and passionate team
• Part of a company which strives to invest in People (training, wellbeing programs)