Senior Client Experience Manager / Senior Account Manager in Almondsbury

This is an excellent opportunity for experienced IT, SaaS or technology B2B Account Managers to play a vital part in the continued growth of a very reputable MSP. Reporting to the Client Services Director, you will be a self‑motivated, ambitious, approachable and enthusiastic individual with excellent communication skills, a strong work ethic, and a passion for delivering outstanding results through exceptional client experience.

Delivering revenue, profit and retention targets while recommending the right solutions to the right client at the right time, you will be responsible for managing and growing existing client accounts, building meaningful relationships with our amazing clients, and developing strategic plans to achieve your targets. The ideal candidate will thrive in identifying new opportunities, developing strategic roadmaps, pitching high‑value solutions, onboarding new clients, closing deals, and ensuring a fantastic client experience throughout the process.

Main Responsibilities

• Develop and maintain strong relationships with clients, acting as the primary point of contact for all account‑related matters.
• Understand client requirements, needs & preferences, and work with the technical team to provide appropriate IT support solutions.
• Pitch and present networking, cloud and managed IT services, unified communications and collaboration, and cyber security value propositions.
• Ensure clients & new prospects are aware of our full network and IT solutions.
• Implement & manage client account plans to drive service & account growth.
• Identify opportunities for upselling and cross‑selling additional services to your client base.
• Manage and grow existing accounts through strategic planning and execution.
• Identify opportunities for new business growth and implement effective strategies to capitalize on them.
• Develop proposals that encompass the clients' needs and objectives.

Collaboration

• Work with procurement team for hardware management, managing workstation replacement plan & hardware lifecycles.
• Work closely with the technical support team to ensure the seamless delivery of high‑quality service – taking ownership of resolution, not passing across the fence.
• Engage the technical teams in the pre‑sales process, project plans, and service delivery to maintain client satisfaction.
• Work with our technical delivery team to address and resolve client issues promptly, ensuring a high level of client satisfaction.
• Collaborate with cross‑functional teams to achieve business objectives and drive success.

Performance & Reporting

• Meet and exceed revenue, profit & retention targets.
• Deliver against performance KPIs.
• Prepare and present regular reports on account status, client feedback, and performance metrics.
• Build, manage and report on a strong pipeline of opportunities.
• Effectively manage contract end dates including services the client does not currently have with us.

Skills & Experience

• Background in the IT, SaaS, or tech industries, preferably with 3‑year MSP experience in a similar account management role, selling a range of IT services through a consultative sales approach.
• Proven success in consistently achieving revenue and margin growth targets in the last 5 years.
• Experience in managing multiple clients and multiple opportunities simultaneously.
• Ability to quickly build and grow client relationships.
• Tenacity and a strong desire to make a difference, always with the client experience in mind.
• Business acumen and commercial awareness, able to understand and solve business issues with IT solutions.
• Know‑how in pipeline management and accurate forecasting.
• Demonstrable experience in negotiation, positioning products and services, being able to prepare and deliver client‑facing presentations to articulate solutions and return on investment.
• Experience in the development of cross‑functional relationships with both internal teams and external clients.
• Excellent verbal and written communication skills.
• Ability to establish and maintain cooperative working relationships with colleagues and stakeholders in a professional, consistent manner.

Why Join WestSpring

At WestSpring we offer unparalleled levels of IT service delivered via our unique unlimited concept, turning the typical IT service contract on its head. We specialise in providing IT consultancy and support services to businesses across the UK. We believe that great IT is great for business. WestSpring was founded with a passion for delivering professional, friendly and bespoke IT support services and building long‑lasting relationships with clients. At WestSpring quality is everything. We only use products and systems of the highest quality to ensure that all our clients only get the very best. We are constantly evolving, reviewing, and enhancing our service offering. We’re a fast‑paced business where no two days are the same. Our culture is what makes us different. We expect a lot of ourselves and each other – we nourish our people and help them thrive in their chosen field; balance professional and personable; and deliver the balance between client service and company profitability.

What We Offer

• Car Allowance: £500 per month.
• Individual Bonus Success Scheme: £10k per year, uncapped.
• Hours: 37.5 hours per week – generally Mon‑Fri 9‑5:30.
• 25 days holiday + bank holidays.
• Full health insurance.
• EMI Scheme.
• Games room including consoles, pool table, tennis table, dartboard.
• Well stocked kitchen including a decent coffee machine and teabags, monthly breakfast club, office pick‑n‑mix, and drinks fridge.
• Monthly company update includes a briefing from the Board, team meetings, training sessions, and a ‘grand’ lunch.
• Quarterly Social Events – meals, go‑karting, paintballing, golf days, or a big quiz night.
• Grand Christmas Celebrations – large company wide event on the first weekend of December.
• Professional development opportunities including internal training, external certification, general and soft skill development, industry training/conferences, and everything in between.
• Employee Assistance Programme/Support.
• Employee & Client referral scheme up to £1,000.