Account Manager - Managed Print Solutions at First Technology

Role Purpose

• The MPS Account Manager is responsible for the successful implementation and deployment of new Managed Print Services customers from contract signature through to revenue realization. The role serves as the primary customer liaison throughout implementation, ensuring contractual obligations are delivered on time and to the highest standard.
• The successful candidate will drive customer satisfaction, revenue growth, operational efficiency, and strategic account development while collaborating with internal teams to enhance processes, systems, reporting capabilities, and service delivery.

Key Responsibilities
Account Management & Customer Success

• Build and maintain strategic territory and account plans.
• Develop strong relationships with key customer stakeholders and decision-makers.
• Serve as the primary escalation point throughout the implementation lifecycle.
• Manage complex customer engagements and implementation projects.
• Ensure a seamless transition from sales to account management.
• Conduct Quarterly Business Reviews (QBRs) to identify opportunities for growth and service enhancement.
• Drive customer retention, satisfaction, and account expansion initiatives.

Business Development & Revenue Growth

• Manage all aspects of a complex sales and implementation cycle.
• Communicate value propositions effectively to executive-level decision-makers.
• Develop and maintain a qualified sales pipeline.
• Produce accurate revenue and forecasting reports.
• Identify opportunities for additional services, upselling, and cross-selling.
• Support new customer acquisition initiatives and account growth strategies.

Implementation & Project Delivery

• Oversee the deployment of new MPS customer contracts from initiation to completion.
• Ensure contractual deliverables are executed according to scope, timelines, and service expectations.
• Coordinate with project managers, technical teams, billing departments, and customer stakeholders.
• Monitor implementation milestones and project success metrics.
• Manage implementation and billing dashboards to ensure operational efficiency.
• Ensure all customer systems, billing structures, and reporting requirements are established accurately.

Team Leadership & Performance Management

• Lead, mentor, and develop Project Managers and implementation teams.
• Manage team performance reviews, coaching, and development plans.
• Provide guidance and support in complex customer engagements.
• Foster a high-performance and customer-centric team culture.
• Ensure alignment between operational activities and business objectives.

Operational Excellence & Process Improvement

• Analyse business processes and systems to identify improvement opportunities.
• Drive automation and operational efficiency initiatives.
• Evaluate and recommend technologies, vendor tools, and platforms that enhance service delivery.
• Participate in strategic projects focused on process enhancement and scalability.
• Assist with the development and enhancement of organizational systems and reporting capabilities.

Data Analysis & Reporting

• Conduct fleet assessments and document output audits.
• Utilise data collection and reporting tools to analyse customer environments.
• Monitor customer performance metrics and service trends.
• Provide recommendations that improve productivity, customer satisfaction, and cost efficiencies.
• Ensure data accuracy across customer reporting and billing platforms.

Minimum Requirements
Qualifications

• Bachelor's Degree, Diploma, or equivalent qualification in Business Management, Information Technology, Project Management, Sales, or a related field preferred.
• Relevant MPS industry certifications will be advantageous.

Experience

• Minimum 5 years' experience in Managed Print Services (MPS), Account Management, Customer Success, Project Management, or Business Operations.
• Experience managing enterprise customer relationships.
• Proven experience leading implementation projects and service delivery teams.
• Experience in sales pipeline management and forecasting.
• Strong understanding of print management solutions, fleet optimisation, and managed services environments.