At a Glance
- Tasks: Manage key client relationships and drive revenue growth while ensuring exceptional client experiences.
- Company: Join a leading tech firm known for its innovative solutions and supportive culture.
- Benefits: Enjoy private health insurance, a workplace pension, and 22 days of paid holiday.
- Other info: Collaborative environment with opportunities for mentorship and professional growth.
- Why this job: Be a trusted advisor, shaping technology strategies that make a real impact for clients.
- Qualifications: 7+ years in account management with strong IT services knowledge and client relationship skills.
The predicted salary is between 60000 - 80000 £ per year.
The Senior Account Manager is responsible for managing a portfolio of key and complex client relationships, ensuring exceptional client retention, sustained revenue growth, and a consistently high-quality client experience across their assigned accounts. Reporting to the Commercial Director, this role operates with a high degree of autonomy and takes direct ownership of Synergy's more demanding and strategically significant client relationships. The Senior Account Manager acts as a trusted technology advisor to their clients, translating business needs into commercially sound and technically deliverable outcomes with the help of Synergy's solutions architects, consultants and engineers. In addition to direct client responsibilities, the Senior Account Manager provides informal guidance and peer support to Account Managers, contributing to consistent delivery standards and the broader development of the Account Management function.
Minimum Criteria
- Account management experience within IT managed services, professional services, or a comparable client‑centric environment, with a minimum of seven years in a client‑facing role
- Demonstrated track record of client retention, account expansion, and revenue growth
- Strong commercial and contractual acumen, including ownership of renewals and negotiation
- Experience managing complex, multi‑stakeholder client relationships, including engagement at C‑suite level
- Strong high‑level understanding of IT services, infrastructure, cybersecurity, and cloud environments
- Degree or equivalent professional experience
Essential Duties
- Client Relationship Management
- Own and develop long‑term relationships with a portfolio of key and complex clients, positioning Synergy as a strategic technology partner
- Conduct regular structured relationship reviews aligned to client objectives and business priorities
- Act as the primary escalation point for client relationship issues within assigned accounts
- Maintain an intimate knowledge of each client's technical environment, contractual position, and key stakeholders
- Steward client trust in sensitive and high‑profile environments, demonstrating consistent professionalism and discretion
- Commercial Growth and Renewals
- Lead contract renewals and renegotiations for assigned accounts, balancing commercial outcomes with long‑term relationship value
- Identify and progress account expansion opportunities, informed by client needs and aligned to Synergy's service portfolio
- Propose and scope project work in response to client requirements, in collaboration with service and technical teams
- Maintain accurate pipeline reporting and opportunity records in line with commercial forecasting requirements
- Monitor account‑level billing accuracy, identifying and resolving discrepancies in collaboration with Finance and operational teams
- Strategic Advisory and Technical Engagement
- Lead the development of strategic account plans and technical roadmap documentation in collaboration with solutions architects and other technical resources
- Contribute to business continuity and disaster recovery planning for assigned client environments, drawing on relevant internal expertise
- Translate client business objectives into technology strategies that drive measurable outcomes
- Maintain a current understanding of relevant technology trends to proactively identify opportunities and risks within client environments
- Peer Support and Knowledge Sharing
- Provide informal guidance and mentorship to Account Managers, supporting their development and the consistent application of account management standards
- Share knowledge and best practice across the Account Management team, contributing to a collaborative and high‑performing culture
- Support the onboarding of new clients where appropriate, ensuring a smooth transition from sales to steady‑state operations
- Cross‑Functional Collaboration
- Partner with service delivery teams to ensure a seamless and consistent client experience across projects and ongoing managed services
- Act as client advocate during project delivery, ensuring client expectations remain aligned with delivery outcomes and intervening where risk of misalignment emerges
- Collaborate with the Commercial Director on commercially significant matters, including pricing strategy, contract risk, and account‑level decisions
Measurements of Accountability (MOAs)
- Client Retention: Delivery of an annual client retention rate of at least 95% across the assigned client portfolio
- Net Revenue Growth: Delivery of consistent year‑on‑year net revenue growth across assigned accounts
- Contract Expansion: Achievement of contract value expansion of at least 7% across the assigned client roster net of attrition
- Project Pull‑Through: Delivery of an annual project pull‑through rate of at least 30% from existing client relationships
- Client Satisfaction: Maintenance of a client Net Promoter Score (cNPS) of at least 8 across the assigned portfolio
- Strategic Technology Reviews: Regular review with all clients to align technology stack and roadmap with client objectives, priorities and initiatives
Other Details
- Hours of Work: Your normal working hours will be 9am to 6pm, Monday to Friday.
- Holiday Entitlement: You will be entitled to 22 days' paid holiday per holiday year, plus public and bank holidays.
- Benefits: Private health insurance, providing individual cover following successful completion of your probationary period. Workplace pension, with employer contributions in accordance with the Company's pension scheme.
Senior Account Manager in City of Westminster employer: Synergy-Associates
Synergy is an exceptional employer that fosters a collaborative and high-performing culture, making it an ideal place for Senior Account Managers to thrive. With a strong focus on employee growth, we offer mentorship opportunities and the chance to work with complex client relationships in a dynamic IT environment. Our commitment to client satisfaction and professional development, combined with competitive benefits like private health insurance and a robust pension scheme, ensures that our employees feel valued and supported in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Account Manager in City of Westminster
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Synergy-Associates. 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 Synergy-Associates 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 Senior Account Manager in City of Westminster
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 Synergy-Associates:Your cover letter is your chance to shine! Tell us why you want to work at Synergy-Associates 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 Synergy-Associates!
How to prepare for a job interview at Synergy-Associates
✨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.
