Summary
The person will be responsible for managing and developing Abbey's IT customer accounts ensuring long-term success, retention and growth. The role will involve building and maintaining strong relationships with the key clients, managing day to day contact with the customer identifying new opportunities, developing long term strategy and ensuring the delivery of high-quality IT solutions meeting client need. The person will be the main point of contact addressing any issues, concerns, or requests. The nature of the services delivered require the person to have a strong understanding of IT networks and solutions particularly the Microsoft suite.
Key Tasks:
- Build and maintain strong, long-term relationships with Abbey's IT customers
- Act as the primary technical and commercial point of contact, addressing any issues, concerns, or requests
- Conduct regular meetings and communication to understand need, expectations and service performance
- Ensure high levels of client satisfaction by addressing any issues and providing services promptly
- Develop key account plans tailored to each client
- Negotiate customer contracts and agreements
- Implement strategies to increase client retention, reduce churn and deliver growth
- Liaise with internal teams (e.g. engineering, product, finance, contracts) to ensure the successful delivery of solutions and ongoing support
- Oversee the implementation and delivery of projects, ensuring they align with customer need are delivered on time, within scope and budget
- Understand industry trends, market conditions and competitor activity
- Provide clients with insights and advice on emerging technologies and IT best practice
Experience:
- 5+ years of experience in account management or service management within the IT Industry
- Proven track record of managing accounts
- Strong understanding of IT products and services particularly the Microsoft Suite
- Ability to manage multiple accounts and projects simultaneously
- Strong problem-solving skills with an attention to detail
- Proficiency in CRM software and Microsoft Office Suite