Client Account Manager
We are looking for a Client Account Manager to join our Managed Service Provider (MSP) based in Bristol.
Our vision
To unleash the potential of every business
Our mission
We’re on a mission to make every single second you spend with technology valuable, secure and stress-free.
Our values
- Total Commitment – We always do the right thing. Leaving no stone unturned, we deliver high-quality outcomes with dedication and consistency.
- Always Curious – We have a passion for learning. Committing to continuous improvement in our pursuit of mastery.
- Achieve Together – We are personable. Working with humility and dedication, we succeed as a team.
Our value proposition
For ambitious business owners who need a consistently great IT experience. Computer Geeks’ modern solutions readily solve their clients’ IT challenges, save time, and enable the achievement of their business goals.
As a Managed Service Provider (MSP), Computer Geeks are a Microsoft-aligned IT services provider.
Our solutions include
- Service Desk Solutions
- IT Support
- IT Hardware & Software
- Server Solutions
- Server Replacement
- Network Design
- Infrastructure Upgrades
- Backup and Disaster Recovery
- Cloud Solutions
- Microsoft 365
- Microsoft Teams Calling
- Intune and Endpoint Management
- Cyber Security Solutions
- Cyber Essentials+
- Managed Firewalls
- Threat Management & EDR
The role
The ideal candidate will be responsible for managing our client’s accounts, delivering excellent customer service, and successfully growing customer account spend through proactive and reactive selling. You will be the primary point of contact for clients, and you will have excellent communication and technical skills.
Responsibilities & KPIs
The selection of Responsibilities and KPIs below are designed as a platform from which to select and refine.
In any given period (e.g. quarter), your manager may focus on a sub-section of KPIs to drive improvement in a particular area.
| Responsibility | Description | KPI |
| Account Management | Act as the primary point of contact for assigned client accounts, building and maintaining strong relationships | Customer retention rate of 95% or higher |
| Understand client needs and take responsibility for end-to-end client satisfaction | CSAT score for clients managed above 95 | |
| Develop and maintain a deep understanding of clients’ technology environments and business operations | Quality completion of 95% or more client touchpoints as defined by client ranking | |
| Collaborate with internal teams to ensure client needs are met | Timely and accurate communication | |
| Track and report on client account status and progress towards goals | RAG status list per client to be maintained and monthly client report | |
| Identify opportunities to expand client accounts through cross-selling and up-selling | Year on year account growth as defined by client ranking |
Key tasks
- Manage clients, including regular communication, updates and reporting.
- Create and execute Account Plans for your assigned client base.
- Identify areas for service improvement and make recommendations to the management team.
- Attend client meetings and provide technical recommendations and advice.
- Stay up-to-date with industry trends and new technologies.
- Collaborating with the sales team to identify new business opportunities.
Who are you?
Professional Attributes
- At least 2 years of experience in account management or similar role, ideally within an MSP.
- Demonstrable experience delivering excellent customer service and managing client accounts.
- Knowledge of best practice for IT service management.
- Ability to define and deliver an IT roadmap for client accounts.
- Ability to ‘manage up’ and cultivate the best working relationship with those around and senior to you.
Personal Attributes
- Outstanding verbal and written communication skills.
- A friendly team player with leadership qualities to match and enhance our culture.
- Able to think commercially about how to grow and retain client account recurring revenue.
- An ambition to grow the team and as an individual as the business progresses in the coming months and years.
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