Account Manager

Account & Customer Relationship Manager Managed Services Salary: £35,000 + YEARLY £3,600 TAX FREE BONUS + EXCELLENT COMPANY BENEFITS AND COMMISSION STRUCTURE Location: Wiltshire hybrid with regular travel Department: Service Management Sales Reporting to: Head of Managed Services Ideally you will hold an SC Clearance or be eligible to obtain one. Due to the nature of the work this role will only allow UK British nationals to apply. NexGen Associates are working with an IT Defence Consultancy who have a managed services department. They are looking to hiring an Account & Customer Relationship Manager. You will build strong customer relationships, make sure IT services align with business needs and drive value through service reviews and continuous improvement within an ITSM framework. This suits someone with solid customer-facing or sales experience who enjoys translating service performance into clear outcomes. Key responsibilities: Customer relationship managementBe the primary point of contact for assigned customersDevelop a clear understanding of customer needs, objectives and IT requirementsRun regular service reviews and business relationship meetingsChampion the customer voice across Managed ServicesAccount managementManage customer accounts to agreed contracts and SLAsMaintain accurate account plans and track performanceSpot upsell or cross-sell opportunities and work with Managed Services to shape solutionsService performance and reportingPartner with the Service Desk Manager to monitor performance against SLAs and KPIsEscalate service issues and coordinate resolution with internal teamsPresent performance reports and improvement plans to customersContinuous service improvementIdentify service gaps and recommend improvementsSupport process reviews, customer satisfaction surveys and feedback analysisGovernance and complianceWork in line with ITIL and ITSM processesSupport risk management and compliance reportingHelp maintain relevant accreditations such as Cyber Essentials and NCSC Cloud Security Principles Requirements for the role: No formal qualifications required but relevant experience in Business or IT is essentialITIL Foundation preferred and will be supported if not already heldCustomer Success or Account Management certifications are desirableCustomer serviceStrong interpersonal and communication skillsAbility to explain technical topics to non-technical audiencesConfidence presenting service reports and plansBusiness and technical acumenUnderstanding of ITSM principles and service delivery frameworksAbility to align IT services to business outcomesBasic knowledge of Microsoft 365, Office and AzureAwareness of Microsoft and Office licensingRelationship managementExcellent stakeholder engagement skillsAbility to build trust and maintain long-term partnershipsAnalysis and problem solvingComfortable analysing performance data and recommending actionsStrong negotiation and conflict resolution skillsOrganisation and administrationAble to prioritise tasks and manage time wellCapable of managing multiple accounts and competing prioritiesDiligent with customer data and documentationTeamworkCollaborates well with colleagues and wider teams Experience: 3 to 5 years in account management, customer success or service delivery roles ideally in IT servicesExperience in ITIL or ITSM environments and tools such as Halo, ServiceNow, Remedy or Jira Service ManagementProven record of improving customer satisfaction and service performanceDesirable experience working with UK Government Security Classifications Additional Requirements: Willing and able to travel to customer sites as neededCurrent SC clearance or previously held is preferred. If not held you must be eligible and willing to undergo SC vetting We welcome applications from Service Leavers and Veterans. Our client is committed to equal opportunities and values diversity across all teams.