Account Manager (JB5792) at Kontak Recruitment

• Our client is a London-based managed IT and technology support partner trusted by small and medium-sized businesses to simplify and strengthen their technology infrastructure.  The company specialises in delivering fully managed IT Support, advanced cloud-based phone systems, and cybersecurity solutions that help organisations stay secure, productive and competitive in a rapidly evolving digital landscape.
• In this role, the successful candidate will be responsible for taking full ownership of a portfolio of client accounts and establishing a trusted partnership with the businesses they support. You will work closely with clients to understand their goals, translate technical insights into clear business value, and help shape practical roadmaps that enhance security, improve performance, and inform long-term IT strategy.

Minimum Requirements:

• At least 3 years’ experience in account management within an MSP, SaaS, or B2B technology environment.
• Proven experience managing and retaining a book of business, including renewals and service expansion.
• Confidence running client service reviews and engaging with senior and executive stakeholders.
• Strong commercial understanding, including pricing, margins, and basic financial calculations.
• Ability to interpret technical information (service stacks, asset lists, risk data) and translate it into clear client plans.
• Working knowledge of Microsoft 365, security solutions, backup systems, networks, and VoIP.
• Excellent written and verbal communication skills, with strong attention to detail.
• Comfortable working with CRM systems, ticketing platforms, and basic Excel.
• Able to work UK hours and travel to the UK up to twice per year.

Key Responsibilities:

• Own and manage a defined book of client accounts, acting as the primary point of contact.
• Build strong, long-term relationships with clients, including senior and executive stakeholders.
• Drive gross and net revenue retention through proactive account management and service expansion.
• Plan and lead QBRs and service reviews, translating technical data into clear business actions and roadmaps.
• Develop and maintain 12–24 month client roadmaps covering security, lifecycle refresh, cloud, and automation initiatives.
• Own the renewal process end-to-end, including preparing options, pricing, and documentation, and securing timely signatures.
• Identify and execute cross-sell and upsell opportunities in line with agreed margin floors.
• Monitor, triage, and escalate service risks, working closely with service desk and project teams to protect SLAs and outcomes.
• Maintain accurate and up-to-date CRM records, including account plans, next steps, and timelines.
• Produce clear proposals and statements of work in collaboration with finance.
• Work with marketing to capture client references, testimonials, and case studies.
• Collaborate cross-functionally to ensure consistently high service quality and client satisfaction.