We’re looking for a passionate and enthusiastic individual to join our team during an exciting growth phase. The ideal candidate will be tech-savvy, customer-focused, and eager to -clients navigate their Digital Transformation journey. You’ll serve as a trusted advisor, building strong relationships with clients and presenting detailed technology roadmaps during face-to-face meetings (Monthly and Quarterly QBRs). Your efforts will contribute to achieving a high NPS score and improving the overall customer experience.
IT Account Director Key Responsibilities:
- Conduct QBRs (Quarterly Business Reviews) with clients
- Lead face-to-face meetings with clients to discuss progress and solutions
- Develop detailed technology roadmaps, including commercial recommendations
- Present technology roadmaps and proposals to clients
- Communicate technology and company changes effectively to clients
- Answer client queries related to their accounts
- Collect and act on client feedback to enhance the customer experience
- Stay up to date with industry trends, products, services, and technological developments
- Work closely with the technical team and Solutions Specialists to provide accurate, up-to-date technical advice
- Proactively work on internal operations to improve the overall customer experience
Qualifications & Experience:
- Strong interpersonal and relationship-building skills
- Experience presenting to and negotiating with C-level executives
- Ability to build strong rapport with clients across various sectors and company sizes
- Excellent presentation skills
- Track record of meeting KPIs and achieving business objectives
- Ability to explain complex technical concepts in a simple and positive way
- Experience in creating actionable technology roadmaps that align with clients’ business goals
- Solid technical knowledge of core products such as M365, Windows Server, Azure, antivirus, and security solutions (EDR, MFA, antispam, security reviews)
- 4+ years of experience working at an MSP or similar environment
- 4+ years of experience in customer success or account management, preferably in IT/Cyber Security
Additional Requirements:
- Valid driver’s license and own car
- Ability to work in a hybrid remote setup (based in Borehamwood, WD6)
Benefits:
- 24 days annual leave (increasing with service up to 29 days)
- Additional day off for your birthday
- Holiday buy/sell scheme
- Private Health Insurance (with discounted perks)
- Bupa Dental Plan
- Eye care contributions
- Pension scheme
- Staff incentives and recognition
- Flexitime and hybrid working options
- On-site parking and gym
- Employee mentoring program
- Enhanced maternity and paternity leave
- Free parking, transport links, and gym membership
- Salary: £50,000 - £55,000 per year
Application Questions:
- Can you describe a customer experience you’re proud of delivering?
- Where are you currently based?
- How many years of experience do you have in IT/Cyber Security Account Management?
Job Title: Customer Success Manager - Salary: £48,000 - £51,000 + £4,000 car allowance
OTE: Commission plan - Job Type: Full-time, Permanent - Location: Hybrid remote, Borehamwood, WD6
Reference ID: RSCCSM
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