Senior Account Manager

About the Role The Senior Account Manager at Air IT will nurture long-term relationships with key clients, understand their IT infrastructure needs, and ensure the delivery of outstanding managed IT services. This role blends technical insight, superb customer service, and strategic thinking to help clients achieve their IT objectives while growing and retaining MSP accounts. What You'll Do

• Develop and maintain strong relationships with key decision-makers; act as the primary client contact; address needs and concerns efficiently.
• Conduct quarterly strategic review meetings to discuss service performance, evolving IT needs, and opportunities for enhancements or upselling.
• Collaborate with technical and service delivery teams to ensure IT services align with SLA and client expectations; coordinate with internal teams to address issues; stay abreast of industry trends and propose innovative solutions.
• Create strategic account plans to improve satisfaction, retention and loyalty; identify opportunities to expand service scope; negotiate contracts; drive retention, growth and profitability of the client portfolio; own sales targets.
• Maintain accurate records of interactions, transactions, feedback and complaints; prepare regular reports on account status; collaborate with finance and operations for invoicing and resolve billing issues; manage a three-month opportunity pipeline; keep account plans and whitespace analysis up to date; deliver high-quality client proposals and lead scoping/estimation of projects with technical specialists; contribute to account management processes and policies. What We're Looking For
• Degree level or equivalent; certifications in sales methodologies, CRM software, or IT domains (cloud services, cybersecurity, etc.).
• Industry knowledge of IT trends, challenges and competitors; strong product/service knowledge; solid sales and marketing acumen; customer service excellence.
• Experience in the IT industry; account management experience with a track record of meeting sales targets, retaining customers and expanding relationships; technical proficiency as needed.
• Essential skills: passion for technology; confident in client-facing strategy and service review meetings; consultative sales approach; excellent customer service; problem-solving; ability to work independently and in a team; meeting deadlines and project scopes; adaptability; strong writing; multitasking; willingness to learn; willingness to work outside normal hours; time management; excellent communication; attention to detail; commercial and negotiation skills; driving licence. Nice to Have
• Experience with CRM platforms; knowledge of cloud services or cybersecurity; additional sector-specific certifications. Compensation & Benefits
• 25 days’ annual leave plus a celebration day; enhanced family leave policies; holiday purchase scheme; paid volunteering days; EV car scheme; Air Perks employee discount; eye care support; Virtual GP access; technology vouchers; Cycle to Work scheme; Employee Assistance Programme; salary sacrifice pension; group life assurance; group income protection; hybrid working; ongoing learning & development; social events, competitions & incentives; discount & cashback schemes.

Air IT is committed to an inclusive, diverse workplace and encourages applications from all backgrounds. If you require any adjust