Account Manager

Qcom is a specialist provider of innovative technical outsourcing solutions for original equipment manufacturers (OEMs) and their reseller/distributors networks, delivering service across the UK and EMEA markets for some of the world’s best known technology brands.

The business has today grown to some 100+ staff including 85 engineers across the UK & Ireland, handling over 125,000 onsite incidents a year. Supporting our core field service engineering team is a range of services including inventory, logistics, help desk, workshop repairs, commissioning, training, and project management which provides full whole life support for our clients.

Own and grow a portfolio of Qcom Technology's most important OEM and channel partner relationships. You are the commercial and service lead for these accounts: the person clients trust to keep delivery on track, to tell them the truth about performance, and to bring them the next idea before they ask for it. Success is measured in retained revenue, grown revenue, and clients who would recommend us.

Key responsibilities

Relationship ownership

• Act as the primary point of contact for a defined portfolio of OEM and channel clients, building relationships at operational, management and executive level.
• Develop and maintain account plans covering stakeholder maps, commercial history, risks, and growth opportunities.
• Run a structured meeting cadence — regular operational reviews, quarterly business reviews, and annual strategic planning sessions.

Service delivery and reporting

• Produce and present proactive reporting on service delivery performance against SLAs and KPIs, rather than waiting for clients to raise issues.
• Work with operations, technical and support teams to resolve delivery problems, owning client communication end to end through escalations.
• Build, agree and track Service Improvement Plans where performance falls short or where the client wants to raise the bar, reporting progress against agreed milestones.

Client feedback and advocacy

• Gather structured client feedback through reviews, surveys and informal channels, and turn it into actionable internal recommendations.
• Represent the client's voice inside Qcom Technology, influencing service design, process change and product roadmap discussions.
• Manage and de-escalate complaints, using root cause analysis to prevent repeat issues.

Commercial growth

• Identify and convert upsell and cross-sell opportunities across the Qcom Technology service portfolio, working to individual revenue and margin targets.
• Build and maintain an accurate opportunity pipeline with realistic forecasting.
• Lead or support contract renewals, renegotiations and pricing reviews, protecting margin while keeping the relationship strong.
• Prepare proposals, business cases and commercial documentation, coordinating pre-sales and technical input where needed.

Governance and administration

• Maintain up to date Relationship Management Plans (RMPs), contact data, activity notes and pipeline in the CRM.
• Ensure contractual obligations, commercial terms and compliance requirements are understood and met on both sides.
• Contribute to internal reporting on account health, churn risk and growth performance.

Essential experience and skills

• Minimum 5 years in account management, client relationship management or client-facing service delivery, ideally within technology, telecoms, IT services or a comparable B2B environment.
• Demonstrable track record managing OEM, channel, reseller or distribution partner relationships.
• Proven ability to grow existing accounts through upselling and cross-selling, with evidence of hitting revenue targets.
• Excellent written and verbal communication skills — confident presenting performance data and difficult messages to senior stakeholders.
• Strong commercial acumen: comfortable with contracts, pricing, margin and forecasting.
• Experience owning SLAs, service reviews and improvement plans, with the ability to interrogate delivery data and explain it clearly.
• Highly organised and genuinely proactive; able to run multiple accounts and competing priorities without dropping detail.
• Competent with CRM systems and reporting tools, and confident building client-ready reports and presentations.

What we offer

• Competitive base salary plus performance-related bonus
• Structured training and clear progression into senior account management or client director roles
• Hybrid working, with the requirement of working from the Droitwich office 3 days per week.

Qcom Technology is an equal opportunities employer. We welcome applications from all backgrounds and will make reasonable adjustments throughout the recruitment process on request.