Technical Sales Account Manager

Role Overview – Technical Sales Account Manager

We are a swimming pool equipment distributor based in the South East of England. We are looking for a new member of the team to grow our sales capacity and increase our turnover.

The Technical Sales Account Manager is responsible for owning the customer journey from initial enquiry through to after-sales support, ensuring each client receives expert technical guidance, proactive communication, and a first-class experience. This role blends sales, technical knowledge, and account management with a strong focus on:

• Growing sales across trade and commercial accounts
• Providing technically informed product advice & support
• Supporting the technical support team during busy periods
• Identifying and converting new business opportunities
• Strengthening relationships across domestic, trade, and commercial sectors

This position is pivotal to driving revenue growth, enhancing customer satisfaction, and helping maintain service levels across the company.

Key Responsibilities

You will manage a portfolio of trade and high-volume accounts, acting as their main technical sales contact. Your goal is to grow these accounts, maximise order value, and ensure they receive exceptional commercial and technical support — while also stepping in to support the technical support function whenever demand increases.

1. Technical Sales & Product Support

• Serve as the primary contact for technical enquiries, solution recommendations, and system sizing.
• Provide informed guidance on product selection, installation considerations, troubleshooting, and system compatibility.
• Convert technical discussions into commercial opportunities, ensuring customers select the most suitable products.
• Maintain a high level of product knowledge to support confident, solution-driven selling.

2. Customer Engagement & Relationship Building

• Build long-term partnerships with customers, installers, engineers, and trade clients.
• Maintain regular contact to drive repeat business and identify upcoming opportunities.
• Conduct proactive follow-ups after delivery, installation, or technical support interactions.
• Enhance customer loyalty through professional, knowledgeable, and personalised service.

3. Revenue Growth & Trade Account Development

• Drive upsell and cross-sell opportunities through technical, solution-led selling.
• Expand the Trade Account Programme by onboarding new partners and increasing order frequency.
• Work with the sales team on lead qualification, quotations, and closing deals.
• Analyse trade account activity, flag risks, and implement strategies to increase order value and retention.

4. Support Function Involvement (Key Expectation)

This role has a crucial secondary function of supporting the technical support team during busy periods or peak seasons.

Responsibilities include:

• Assisting with inbound support queries when call/ticket volumes are high.
• Providing first-line technical advice or routing issues appropriately.
• Helping troubleshoot basic issues to reduce wait times and improve service levels.
• Ensuring customers continue to receive timely, consistent support when the support team is overloaded.
• Acting as an extension of the support team when required, while still maintaining a sales-focused outlook.

This ensures the business remains responsive and efficient, even during high-demand periods.

5. New Business Development

• Identify new customer groups, market sectors, or commercial opportunities where our products deliver strong technical value.
• Engage installers, HVAC engineers, commercial operators, and resellers to generate new business pipelines.
• Represent the business at industry events and networking opportunities.

6. Account Management & CRM Ownership

• Maintain accurate, detailed records of communications, technical notes, and sales opportunities in the CRM.
• Track account performance, pipeline status, and recurring technical queries.
• Provide transparent reporting on customer trends, opportunities, and revenue performance.

7. Cross-Department Collaboration

• Work with technical support, logistics, sales, and operations to deliver a seamless customer experience.
• Provide customer and market feedback for product and process improvements.
• Help develop technical sales guides, support documentation, and internal resources.
• Support internal training initiatives around technical product knowledge and communication.

Skills & Experience Required Essential

• Technical aptitude with the ability to understand and explain product specifications and system requirements. You will likely have worked in plumbing, HVAC, or (ideally) swimming pools before
• Proven experience in sales, technical sales, or account management.
• Ability and willingness to support the technical support function when required.
• Commercial awareness and confidence working towards KPI and revenue targets.
• Excellent communication and relationship-building skills.
• Strong organisational skills with the ability to manage a varied workload.
• Proficiency with CRM systems and structured sales processes.
• Proactive problem-solver with the ability to manage complex enquiries.

Desirable

• Knowledge of heat pumps, HVAC, pool systems, or renewable technologies.
• Experience working with installers, engineers, or trade clients.
• Exposure to e-commerce, B2B distribution, or technical product sales.
• Track record of improving processes or efficiencies within a sales or support environment.

Expected Outcomes

• Higher conversion rates across trade and commercial accounts.
• Improved response times and service quality during peak periods.
• Stronger collaboration between sales and support teams.
• Increased revenue from new and existing customers.
• Enhanced customer satisfaction and greater brand loyalty.
• More efficient, structured customer support processes.