At a Glance
- Tasks: Manage and grow client accounts while delivering exceptional service and strategic solutions.
- Company: Reputable MSP with a supportive and innovative culture.
- Benefits: Competitive salary, bonus scheme, health insurance, and fun team events.
- Other info: Enjoy a vibrant workplace with professional development and exciting social activities.
- Why this job: Make a real impact on clients' success in a dynamic tech environment.
- Qualifications: 3+ years in IT or SaaS account management with proven sales success.
The predicted salary is between 50000 - 60000 £ per year.
Are you skilled at managing and growing accounts and craving a fresh challenge? Are you eager to take on new challenges and drive growth while developing your career in a supportive and forward-thinking environment? Are you looking for an environment that pushes you to think bigger, close larger, and develop client relationships that truly stand out? Do you want to work somewhere that values your expertise in client relationships and strategic thinking, where you can make a genuine impact on clients' success?
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, whilst 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, picking up the phone, pitching high-value solutions, onboarding new clients, and closing deals – whilst ensuring a fantastic client experience and a smooth transition through the whole process.
Main Responsibilities- Client & Opportunity Relationship Management: 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.
- 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 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, and 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.
- Car Allowance: £500 per month
- Individual Bonus Success Scheme: £10,000 per year, uncapped
- Hours: 37.5 hours per week – generally Mon-Fri 9-5:30
- Other Benefits: 25 days holiday + bank holidays
- Full health insurance
- EMI Scheme
- Games room including consoles, pool table, tennis table, dartboard
- Well-stocked kitchen with coffee machine and teabags, monthly breakfast club, office pick-n-mix, drinks fridge
- Monthly company update with Board briefing, team meetings, training sessions, and a grand lunch
- Quarterly Social Events (meals, go-karting, paintballing, golf days, quiz night)
- Grand Christmas Celebrations – 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
Senior Client Experience Manager / Senior Account Manager in Bristol employer: WestSpring IT Ltd
Join a forward-thinking Managed Service Provider that prioritises employee growth and client success. With a vibrant work culture that encourages collaboration and innovation, you'll enjoy a competitive salary, generous benefits including a car allowance and uncapped bonuses, and opportunities for professional development. Located in a dynamic environment, we celebrate achievements with quarterly social events and foster a supportive atmosphere where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Client Experience Manager / Senior Account Manager in Bristol
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WestSpring IT Ltd. 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 WestSpring IT Ltd 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 Client Experience Manager / Senior Account Manager in Bristol
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 WestSpring IT Ltd:Your cover letter is your chance to shine! Tell us why you want to work at WestSpring IT Ltd 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 WestSpring IT Ltd!
How to prepare for a job interview at WestSpring IT Ltd
✨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.
