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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.
   

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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.

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• The purpose of the role is to manage multiple Projects from initiation to closure, under supervision and guidance of the PMO.
• The Project Manager is in charge of the day-to-day management of project execution which includes acquiring resources and coordinating the efforts of team members in order to deliver projects according to plan. The Project Manager will define the project’s objectives and oversee quality control throughout its life cycle. Background includes project implementation, software documentation, client liaison and project support function across multiple business units.

Role and Responsibilities

• Manage all phases of projects, including initiation, planning, execution, implementation, and post-implementation activities.
• Develop work plans, project schedules, estimates, and resource plans in collaboration with all project stakeholders.
• Document and keep track of all projects, administration of own projects is required.
• Extensive knowledge of project management processes and systems development methods.
• Knowledge of project planning techniques and automated project planning tools required.
• Manage project scope and risks. Investigate and make recommendations on issues that challenge scope boundaries.
• Monitor and report on project progress highlighting critical issues for management, and, as necessary, coordinate the development, discussion, and approval of corrective action and/or contingency plans.
• Manage stakeholder relations to ensure that project delivery expectations are specified and agreed
• Ensure project deliverables meet/exceed the project sponsor's specified expectations
• Plan and implement change management processes, including activities such as training, communication, and documentation
• Provide clear direction and motivation to project team
• Run daily, weekly and monthly meetings / stand-ups
• Represent the work in progress at Project Steering level
• Demonstrated ability to effectively manage multiple work streams simultaneously
• Guide and coach the team to follow Agile practices
• Guide and coach, the team to be self-organised
• Expert in time estimations and planning
• Create visibility of the progress on the work streams in terms of monthly reporting to stakeholders
• Able to work efficiently with minimal direction
• Meet with clients as required either onsite or online
• Create and maintain a IT Support Risk Register
• Perform Process Engineering
• Provide updates to key stakeholders.
• Attend key meetings with summarised meeting min, actions, and active tracking.
• Create RACI reports.
• Identify weaknesses and put together recommendations.

Goals of a Project Manager

• Ensure New/current Business Engagement Expectations are managed between Customer and Service Provider so that a seamless transition is achieved
• Manage and track internal tasks within the Support Team (both revenue generating and non-revenue generating)
• Create, Edit and improve repeatable process tasks within the Team so that Customer Experience requirements are met
   

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Role and Responsibilities
Have a senior level of experience and understanding in the following services:

• Microsoft Windows for Endpoints
• Microsoft Office
• Microsoft Office 365 Suite
• Desktop and Laptop hardware fundamentals

 Have a mid-level of experience and understanding in the following services:

• Mimecast
• Anti-Virus / EDR Agents
• Microsoft Active Directory On-Premise

 Have an entry-level experience and understanding in the following services:

• Microsoft Group Policy
• Microsoft Azure Active Directory
• Network – Firewall, Switches, Access Points, Routers and Controllers
• Network – WAN and LAN fundamentals
• Third-Party Applications (Not Limited To) – Exclaimer, Code 2, Sage, M-Files

 Have the ability to perform the following functions:

• Be a technical escalation point to resolve incidents which lower tiered Engineers are unable to
• Be a mentor to lower tiered Engineers
• Ability to write Work Instructions and Standard Operating Procedures for common tasks
• Work within a Service Desk ticketing application and ensure that tickets assigned to you are communicated on and resolved with SLA
• Assist Operations Managers with technical queries when needed
• Be willing to work unscheduled overtime if required

Onsite responsibilities

• Act as the onsite point of contact for IT enquiries, troubleshooting and operational coordination; facilitate support at other sites and provide Level 1 infrastructure troubleshooting with remote specialists.
• Provide business-hours assistance with all end-user and endpoint support, onsite and remotely through N-able Remote Monitoring and Management (RMM), with remote-team escalation and overflow support.
• Record and own incidents and service requests in Halo PSA; maintain diagnostic notes, user updates and resolution evidence, coordinate specialist escalations and hand over open work for remote backfill or leave cover.
• Provide break-fix and administrative support for Windows operating systems and Microsoft 365 desktop applications, including approved application installation and configuration.
• Provide VIP assistance for personal and mobile devices, meeting rooms and related equipment; perform Level 1 troubleshooting and coordinate remote-team and vendor support using agreed VIP escalation and communication procedures.
• Troubleshoot printers at endpoint level (drivers, print queues and spoolers) and device level (paper jams, toner and basic repairs); log and follow up vendor support calls.
• Manage day-to-day vendor coordination for IT incidents, requests and deliveries: log and escalate cases with OEMs and third-party providers, coordinate attendance and repairs, follow up to resolution and keep users and support teams informed under customer-maintained support and warranty agreements.
• Maintain an inventory of discoverable endpoints, validate device details and update existing asset registers while onsite, including additions, moves and removals.
• Monitor endpoint hardware and operating-system health, investigate alerts and coordinate corrective action with the remote team.
• Perform endpoint maintenance, including Microsoft and third-party patch management, feature updates and build updates, facilitated by N-able RMM. This may include on-demand and scheduled remediation reported
• Perform endpoint patch management using the remote team’s tooling or the customer’s subscribed tooling where enabled. Deploy approved Windows and supported third-party patches, verify installation, retry failures and track exceptions.
• Support the designated cybersecurity officers, including the cybersecurity officer, with end-user and endpoint compliance requirements, vulnerability-remediation checks and approved remediation within capacity. Engage the remote team to assist with remediation or scope projects where required.
• Maintain endpoint patch and remediation evidence, support compliance tracking and route endpoint security alerts to the remote security team through agreed escalation procedures.
• Deliver approved minor end-user and endpoint projects, including small user moves, operating-system upgrades and endpoint encryption, with remote-team assistance and agreed change approvals.
• Develop and maintain all documentation for end users, endpoints and endpoint client business application installations, including standard operating procedures, installation guides and troubleshooting guides.

Qualifications and Education Requirements

• Grade 12 – Required
• A+ and N+ - Required
• Microsoft 365 Certified: Endpoint Administrator Associate – Beneficial
• Bachelor’s Degree in Computer Science or Information Technology Diploma - Beneficial

Preferred Skills

• Excellent verbal communication
• Excellent written communication by following email etiquette best practice
• Ability to work independently and unsupervised
• Ability to work in a multi-tenanted environment
• Ability to work with other Business Units and Vendors with the primary goal being providing exceptional service to the customer
• Interest in wanting to keep abreast of technology in the IT industry
• Interest in wanting to keep obtained certifications updated and willing to certify in new technologies in accordance with the business strategy and personal roadmap
• 5+ years of experience in a similar technical role