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For Companies At a Glance
- Tasks: Build strong customer relationships and ensure IT services meet business needs.
- Company: Join a leading IT Defence Consultancy with a focus on managed services.
- Benefits: Competitive salary, tax-free bonus, excellent benefits, and commission structure.
- Why this job: Make a real impact by driving service improvements and enhancing customer satisfaction.
- Qualifications: Experience in account management or customer success, ideally in IT services.
- Other info: Hybrid role with travel opportunities and a commitment to diversity.
The predicted salary is between 28000 - 42000 £ per year.
Account & Customer Relationship Manager – Managed Services
Location: Wiltshire hybrid with regular travel
Reporting to: Head of Managed Services
Eligibility: Ideally hold an SC Clearance or be eligible to obtain one. This role will only allow UK British nationals to apply.
NexGen Associates are working with an IT Defence Consultancy who have a managed services department. They are looking to hiring an Account & Customer Relationship Manager. You will build strong customer relationships, make sure IT services align with business needs and drive value through service reviews and continuous improvement within an ITSM framework. This suits someone with solid customer-facing or sales experience who enjoys translating service performance into clear outcomes.
Key Responsibilities
- Customer relationship management
- Be the primary point of contact for assigned customers
- Develop a clear understanding of customer needs, objectives and IT requirements
- Run regular service reviews and business relationship meetings
- Champion the customer voice across Managed Services
- Account management
- Manage customer accounts to agreed contracts and SLAs
- Maintain accurate account plans and track performance
- Spot upsell or cross-sell opportunities and work with Managed Services to shape solutions
- Service performance and reporting
- Partner with the Service Desk Manager to monitor performance against SLAs and KPIs
- Escalate service issues and coordinate resolution with internal teams
- Present performance reports and improvement plans to customers
- Identify service gaps and recommend improvements
- Support process reviews, customer satisfaction surveys and feedback analysis
- Governance and compliance
- Work in line with ITIL and ITSM processes
- Support risk management and compliance reporting
- Help maintain relevant accreditations such as Cyber Essentials and NCSC Cloud Security Principles
Requirements for the role
- No formal qualifications required but relevant experience in Business or IT is essential
- ITIL Foundation preferred and will be supported if not already held
- Customer Success or Account Management certifications are desirable
- Strong interpersonal and communication skills
- Ability to explain technical topics to non-technical audiences
- Confidence presenting service reports and plans
- Business and technical acumen
- Understanding of ITSM principles and service delivery frameworks
- Ability to align IT services to business outcomes
- Basic knowledge of Microsoft 365, Office and Azure
- Awareness of Microsoft and Office licensing
- Relationship management
- Ability to build trust and maintain long-term partnerships
- Analysis and problem solving
- Comfortable analysing performance data and recommending actions
- Strong negotiation and conflict resolution skills
- Organisation and administration
- Able to prioritise tasks and manage time well
- Capable of managing multiple accounts and competing priorities
- Diligent with customer data and documentation
- Teamwork
- Collaborates well with colleagues and wider teams
Experience
- 3 to 5 years in account management, customer success or service delivery roles ideally in IT services
- Experience in ITIL or ITSM environments and tools such as Halo, ServiceNow, Remedy or Jira Service Management
- Proven record of improving customer satisfaction and service performance
- Desirable experience working with UK Government Security Classifications
Additional Requirements
- Willing and able to travel to customer sites as needed
- Current SC clearance or previously held is preferred. If not held you must be eligible and willing to undergo SC vetting
We welcome applications from Service Leavers and Veterans. Our client is committed to equal opportunities and values diversity across all teams.
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Account Manager employer: NexGen Associates
Contact Detail:
NexGen Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Account Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Account Manager role.
✨Tip Number 2
Practice makes perfect! Prepare for interviews by doing mock sessions with friends or family. Focus on articulating how your experience aligns with customer relationship management and IT service delivery. Confidence is key!
✨Tip Number 3
Show off your skills! When you get the chance, share examples of how you've improved customer satisfaction or driven service performance in past roles. Use specific metrics to back up your claims – numbers speak volumes!
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you. Plus, it’s a great way to ensure your application gets seen by the right people. Let’s get you that dream job!
We think you need these skills to ace Account Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Account Manager role. Highlight your customer relationship management skills and any relevant experience in IT services. We want to see how you can align with our needs!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you've improved customer satisfaction or service performance in previous roles. We love seeing quantifiable results that demonstrate your impact!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon unless it’s relevant. We appreciate a well-structured application that’s easy to read and understand.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at NexGen Associates
✨Know Your Customer
Before the interview, research the company and its clients. Understand their needs and how the role of Account Manager fits into their business model. This will help you demonstrate your ability to build strong customer relationships right from the start.
✨Showcase Your Experience
Prepare specific examples from your past roles that highlight your customer-facing experience and success in account management. Be ready to discuss how you've improved customer satisfaction or service performance, as this aligns perfectly with the job requirements.
✨Master the ITSM Framework
Brush up on ITIL and ITSM principles, as well as any relevant tools like ServiceNow or Jira. Being able to speak confidently about these frameworks will show that you understand the technical side of the role and can effectively manage service delivery.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's approach to customer relationship management and service improvement. This not only shows your interest in the role but also gives you a chance to assess if the company culture aligns with your values.
