Full job descriptionThe Opportunity
We’re working with a well-established and growing provider of telephony, IT support, cyber security and CCTV solutions to find an experienced Account Manager to join their team. Our client helps businesses of all sizes become more agile, productive and customer-focused, acting as a single, proactive partner for telephone, IT and mobile services — positioning themselves as a genuine extension of their clients’ own businesses.
The Role
We’re looking for an experienced Account Manager to take ownership of a portfolio of around 200 client accounts, acting as their primary point of contact and trusted advisor across a full range of telephony, IT, connectivity and CCTV services. You’ll be responsible for building strong, lasting relationships, ensuring high levels of customer satisfaction, identifying opportunities to grow existing accounts, and working closely with support and technical teams to keep service delivery running smoothly.
This is a relationship-led role for someone who enjoys managing a high-volume portfolio, prioritising effectively, and being genuinely proactive rather than waiting for issues to land on their desk.
What You’ll Be Doing
*Manage and develop relationships across a portfolio of approximately 200 client accounts, spanning a range of business sizes and sectors
*Act as the main point of contact for account queries, contract reviews, and service escalations
*Conduct regular account reviews with clients to understand their evolving needs and ensure they’re getting maximum value from their services
*Identify and develop upsell and cross-sell opportunities across telephony, IT support, cloud services, connectivity, cabling & Wi-Fi, and CCTV
*Proactively review clients’ existing contracts and services, recommending updates or improvements as technology and business needs change
*Work closely with the support, helpdesk and technical delivery teams to ensure a smooth, joined-up customer experience
*Maintain accurate account records, renewal dates and opportunity pipelines within the CRM
*Handle contract renewals, negotiating terms where required to retain and grow account value
*Support the wider sales and marketing team with occasional account-based campaigns or promotions
*Monitor account health and proactively flag at-risk accounts before issues escalate
What We’re Looking For
*Proven experience in an account management role, ideally within telecoms, IT services, or a related B2B technical/service environment
*Comfortable managing a large portfolio of accounts and prioritising effectively across competing demands
*Strong relationship-building and communication skills, with a consultative, customer-first approach
*Commercially minded, with a track record of identifying and converting upsell/cross-sell opportunities
*Organised and process-driven, with strong CRM and administrative discipline
*Genuinely proactive — someone who checks in on clients rather than waiting to be contacted
*Comfortable discussing technical services (telephony, connectivity, IT support, cyber security, CCTV) with non-technical stakeholders
Nice to Have
*Existing knowledge of the telecoms, MSP or IT services sector
*Familiarity with mobile, broadband, VoIP/telephone systems, or CCTV solutions