Educational Regional Service Account Manager

**About inTEC**

inTEC EDUCATION is part of the inTEC GROUP. We are education technology specialists and have a proven track record working with independent schools and colleges to deliver enterprise-grade IT systems, support and knowledge that enable quality, innovationand excellence in education.

**Our mission**
Our aim is simple: to work with our clients to bring together organisation design, processes, and technology, to achieve business goals and deliver a standout customer experience. We are looking for enthusiastic people who are passionate about customers andwant to be part of a fast-growing technology business with endless opportunity.

**Role profile**
**Job title**Regional Service Account Manager
**Location**Guildford & Southern Client Sites
**Reports to**Group Director
**Hours**8am-5pm Monday to Friday
**Salary**Up to £50k Depending on experience. Eligible for Bonus Scheme
**Holidays**25 days per annum

**What will you be doing day-to-day?**
You will be responsible for ensuring our managed and contracted services are delivered to the contracted levels, ensuring high levels of client and staff satisfaction, and developing opportunities for service expansion and new business.
This will involve regular client face to face service meetings, resource planning and line management of onsite technical staff, production of regular service reports, creating proposals for new business, co-ordinating with the wider inTEC service and projectteams.
**Overview of the role**
Service Staff Management - Day to day support for direct reports - Responsible for monthly 121s and ongoing PDPs for all direct reports - Approval of holidays, absence, training requests etc. - Supporting People & Culture in all people management activities
- Succession planning for onsite teams - Main KPIs around satisfaction and retention of staff Service Management - Deliver services to meet inTEC and client agreed budgets, inputting in to budgeting processes where relevant - Lead regular service reviews witheach Managed Service Client - Production of monthly service and KPI performance reports - Issue and create reports from regular service surveys sent to school staff - Escalation point for any service related issues - Work with onsite team to identify any rootcause issues - Work with Account Manager/Director to position any solutions and proposals - Identify efficiencies to maximise productivity of onsite and field-based teams - Work with the commercial team to identify new business opportunities without your regionto facilitate better efficiencies. - Main KPIs around Service Desk performance and client/user satisfaction. - Work closely with inTEC projects teams and technicians to help ensure successful outcomes Account Management - Fulfil the role of an Account Managerwhere no Account Manager/Director is appointed. - Typically, this will be for smaller schools with limited onsite teams or adhoc/remote support only. - This element of the role will include identifying new business opportunities and providing proposals/quotes
- Liaison with Solutions Team and Pre-Sales Technical Engineers as required - Main KPIs around revenue growth within these specific schools
Company and department responsibilities
Full details of the role will be discussed with you at interview, so you can ask any questions you may have.

**Personal attributes**:

- Passionate about customer service
- Excellent communications skills, written and verbal
- Team leadership qualities
- Understanding of commercial aspects of contracts and client relationships
- A problem solver by nature
- Able to deal with and resolve customer complaints and issues
- Good technical skills across a range of technologies and consistent with the inTEC group portfolio
**Qualifications and experience**:

- A Levels or equivalent
- 5+ Years in a client facing IT role
- Leadership and staff management experience
- Service Manager certification desirable (e.g. ITIL)
Our Culture
The I.N.T.E.C. Values are at the heart of everything we do with our people and customers. We have a team of Culture Champions who ensure inTEC is a fun, fair place to work where everyone feels valued and seizes their opportunity to grow.
INNOVATION - we are excited by the solutions that our technology creates
NURTURE - we support and develop our people to succeed
TEAMWORK - we collaborate with our customers, people, and partners for growth
EXPERTISE - we are passionate about sharing our knowledge
CUSTOMER - we are proactive and always go the extra mile for every customer
Our Community
Corporate Social Responsibility (CSR) is very important to our business and our team. Our approach to CSR is based on the following principles:

- To maximise the benefits that our work has on the people around us
- To integrate CSR into strategic and operational decision-making
- To comply with all applicable legislation, regulations, and best practice
We consider CSR from three distinct perspectives:

- Community - helping people understand the role we play within the community and contributing our expertise to enhance the work of charities, sports clubs, and volunteer groups
- People - finding and developing great people throughout their inTEC journey
- Environmental Management - managing our impact on the environment in a responsible and ethical manner