Account Manager

Job Purpose

The Account Manager is responsible for managing a portfolio of customer accounts, with a focus on client engagement, retention, and revenue growth through a service-led sales approach. All client interaction is conducted virtually via telephone, Microsoft Teams, Zoom, and email, making strong communication skills and a professional virtual presence essential to the role.

Acting as a trusted adviser, the Account Manager builds long-term relationships with key decision makers and influencers, develops a deep understanding of each client's business and objectives, and recommends tailored solutions that deliver genuine value. The role requires a proactive, commercially aware individual who can balance relationship management with a consistent drive for growth and retention.

In addition to managing an existing account base, the Account Manager is expected to identify new business opportunities through referrals, internally provided leads, and virtual networking, contributing to the growth of the wider sales team.

Key Responsibilities

1. Client Engagement & Relationship Management

• Proactively manage and engage with a defined portfolio of accounts via virtual meetings and telephone

• Build trusted relationships with key decision makers and influencers at all levels within client organisations

• Maintain regular, scheduled contact with clients to understand their evolving business needs and challenges

• Position yourself as a strategic partner and trusted adviser, rather than a transactional supplier

• Develop an in-depth understanding of each client's business, objectives, and sector

2. Retention & Account Health

• Monitor account health and proactively identify at-risk accounts before issues escalate

• Develop and execute retention strategies to protect existing revenue and client relationships

• Manage contract renewals effectively, ensuring high retention rates across the portfolio

• Resolve client concerns promptly and professionally, co-ordinating with internal teams where required

• Produce monthly forecasts covering retention of existing business and new business opportunities

3. Revenue Growth & Service-Led Sales

• Identify and close cross-sell and upsell opportunities that are genuinely aligned to client needs

• Lead with service and client outcomes, tailoring solutions rather than pushing standard products

• Identify whitespace opportunities within existing accounts and develop plans to capture them

• Present clear, commercially compelling proposals that are aligned to client objectives and budgets

• Build and maintain a strong, well-qualified business pipeline

• Ensure best practice in account planning and solution-fitting to client requirements

4. New Business Development

• Generate referrals from existing clients and contacts to open doors to new customers

• Participate in webinars, virtual events, and online seminars to network and grow pipeline

5. Strategic Planning & Market Intelligence

• Take personal responsibility for building and maintaining knowledge of industry trends and the competitive landscape

• Gather competitor intelligence on products, pricing, and performance from both internal teams and direct market activity

• Continuously refine and improve your sales approach and pitch based on market findings

• Feed market intelligence back to the wider business to inform product and commercial decisions

6. CRM, Pipeline & Reporting

• Maintain accurate and up-to-date CRM records at all times, capturing account activity, conversations, and next steps

• Report on activity, pipeline, and forecast to the Business Sales Manager

• Track and report on KPIs including engagement activity, retention performance, and revenue growth

• Ensure accurate forecasting of both retention and new business, working to agreed pipeline and forecasting structures

Person Specification

Essential Skills & Experience

• Proven experience in account management or a similar client-facing sales role

• Demonstrable track record of client retention and revenue growth within a portfolio

• Experience in service-led, consultative, or solution-selling environments

• Excellent verbal and written communication skills, with a confident and professional telephone and virtual manner

• Strong organisational skills with the ability to manage a large number of accounts simultaneously

• Proficient in CRM systems and experienced in pipeline management and accurate forecasting

• Commercially aware with strong negotiation skills and a results-driven mindset

• Self-motivated and able to perform consistently in the office, remote, or hybrid working environment

Desirable Skills & Experience

• Experience in the telecoms, IT, or technology sector

• Familiarity with connectivity, cloud, or managed services product portfolios

• Experience using Microsoft Teams or Zoom as primary client communication tools

• Knowledge of market segmentation and structured account planning techniques

Personal Attributes

• Genuinely client-focused, with a passion for building long-term relationships

• Proactive and driven — takes initiative without waiting for opportunities to be presented

• Resilient and target-oriented, maintaining a positive approach under pressure

• Strong attention to detail, particularly in CRM accuracy and commercial proposals

• A collaborative team player who works effectively with internal departments including support, product, and marketing

• High level of personal integrity and professional standards in all client dealings

Qualifications Required

No specific academic qualifications are required for this role. Proven commercial experience and a demonstrable track record in account management are considered more important than formal credentials.