Customer Account Manager

About the role

A proactive, commercially driven Customer Account Manager is sought to manage and grow relationships with an established portfolio of existing customers. This is a non-technical account management role acting as the primary commercial point of contact, working closely with service delivery, technical consultants and professional services teams. The role focuses on retaining customers, securing renewals and growing recurring revenue.

Key responsibilities

• Pricing and quotations: prepare accurate, competitive quotations aligned with pricing structures and margins, and follow up to secure approvals
• Contract management: lead renewal discussions, annual pricing reviews and contract uplift negotiations, and identify accounts at risk of cancellation
• Retention: develop and coordinate retention strategies with service delivery and technical teams
• Relationship management: act as the main commercial contact, keep stakeholder records up to date and resolve concerns early
• Service reviews: chair customer service review meetings, prepare QBRs and turn project recommendations into commercial quotations
• Escalations: act as the primary communication point during escalations, keeping customers informed without making technical commitments
• Growth: identify upsell and cross-sell opportunities and close additional business with technical teams

Required profile

• Proven experience in customer account management, client relationship management or a similar commercial role
• Experience managing a portfolio of business customers and long-term relationships
• Strong commercial awareness, negotiation and quotation skills
• Excellent verbal and written communication, including with senior decision-makers
• Ability to handle complaints, escalations and retention challenges
• Preferred: MSP, IT services or technology solutions background; familiarity with SLAs, recurring revenue models and Microsoft 365 licensing; education-sector experience is an advantage