Location: Windsor, Berkshire
Type: Full-time, Permanent
Department: Client Services
Reports to: Head of Client Services
Company: Care Computers & Services Ltd

About Care Computers

Care Computers & Services Ltd is an established Managed Service Provider based in Windsor, Berkshire.

We provide managed IT services, cloud solutions, cybersecurity, Microsoft services, connectivity, hardware and technology projects to organisations that rely on us not simply to fix IT problems, but to help them make the right technology decisions for their businesses.

We pride ourselves on building long-term relationships with our customers and providing a personal, responsive service backed by strong technical expertise.

As we look to the next stage of our development, we are seeking an experienced commercial leader to strengthen our approach to account management, sales and marketing and help drive sustainable growth across both our existing customer base and new business.

The Role

The Account Manager is responsible for developing and maintaining strong, long-term relationships with an allocated portfolio of Care Computers customers.

You will act as a key commercial point of contact for your customers, developing an understanding of their organisations, technology requirements and future plans while ensuring they receive value from their relationship with Care Computers.

The role combines customer relationship management, account development, sales and commercial coordination.

You will work closely with our technical, service, projects, procurement and finance teams to make sure customer requirements are understood, opportunities are progressed effectively and commitments made to customers are followed through.

Account Managers at Care Computers are also expected to identify opportunities to develop existing accounts through projects, additional services and appropriate technology solutions. Our Client Services documentation explicitly places account growth, retention and identifying upsell and cross-sell opportunities within the function

Key Responsibilities

Client Relationship Management

Take day-to-day ownership of relationships with your allocated customers.

You will:

• Build strong, trusted and professional relationships with customers.
• Develop a detailed understanding of each customer’s organisation, priorities and technology environment.
• Maintain regular proactive communication with customers.
• Arrange and conduct customer account meetings and reviews.
• Meet customers in person where appropriate.
• Ensure actions arising from customer meetings are documented and followed through.
• Act as a commercial point of contact between customers and Care Computers.
• Coordinate internally where customers require input from technical, projects, service or other teams.
• Identify customer concerns or relationship risks at an early stage and ensure they are addressed appropriately.
• Keep relevant customer information and relationship records accurate and up to date.

Account Development

The Account Manager should understand where Care Computers can provide additional value to each customer.

Responsibilities include:

• Identify opportunities for additional products, services and project work.
• Proactively discuss customers’ future technology requirements.
• Develop and maintain appropriate account plans.
• Identify upcoming projects, renewals and technology changes.
• Cross-sell relevant Care Computers services.
• Recognise opportunities arising from support, security, infrastructure or business changes.
• Work with internal technical specialists to ensure proposed solutions are appropriate.
• Support customers in understanding available options and commercial implications.
• Monitor significant customer developments that may create opportunities or risks.

Sales & Opportunities

Account Managers are responsible for driving appropriate commercial opportunities within their accounts and supporting new-business opportunities when required.

You will:

• Identify and qualify sales opportunities.
• Record and maintain opportunities accurately within the company’s CRM/PSA system.
• Progress opportunities from initial requirement through to quotation and customer decision.
• Prepare and present quotations and proposals.
• Work with technical colleagues to develop appropriate solutions and scopes.
• Follow up outstanding quotations and opportunities.
• Coordinate customer requirements, pricing and internal approvals.
• Negotiate appropriately within agreed commercial parameters.
• Maintain visibility of future opportunities and expected customer expenditure.
• Contribute towards individual and team sales objectives.
• Support new-business opportunities, referrals and introductions where appropriate.

Customer Reviews & Account Planning

A key part of the role is moving the customer relationship beyond reactive IT support.

You will:

• Plan and conduct structured customer review meetings.
• Review current services and significant outstanding activities.
• Discuss upcoming business and technology requirements.
• Identify potential risks, lifecycle requirements and future projects.
• Work with technical colleagues where specialist advice is required.
• Maintain appropriate account plans for significant customers.
• Agree and document actions following customer meetings.
• Review progress against previously agreed actions.
• Ensure relevant commercial opportunities are entered into the sales pipeline and followed through.

Quotations, Proposals & Projects

The Account Manager is responsible for owning the commercial customer conversation, while obtaining appropriate technical input for the actual solution.

You will:

• Gather sufficient information to understand the customer’s requirement.
• Engage the appropriate technical resource where solution design or technical validation is required.
• Coordinate the production of quotations, proposals and scopes of work.
• Ensure proposed solutions address the customer’s stated requirement.
• Explain proposals and commercial options to customers.
• Obtain appropriate internal approval where required.
• Progress accepted opportunities through the company’s sales processes.
• Ensure relevant teams receive the information required to deliver what has been sold.
• Maintain communication with customers during significant commercial and project activity.

Contracts, Renewals & Recurring Services

Account Managers have responsibility for the commercial relationship surrounding customers’ services and contracts.

You will:

• Maintain awareness of relevant customer contracts and commitments.
• Proactively manage commercial discussions surrounding renewals.
• Ensure agreed contract information is correctly recorded through company processes.
• Discuss changes to customer requirements and recurring services.
• Identify opportunities to consolidate or improve customers’ service arrangements.
• Liaise with appropriate internal colleagues regarding billing or contractual queries.
• Ensure significant changes are documented appropriately.
• Help protect recurring revenue through proactive customer engagement.

Commercial Awareness

The Account Manager is expected to balance excellent customer service with Care Computers’ commercial interests.

You will:

• Understand the commercial impact of proposed pricing and discounts.
• Protect appropriate margins when developing opportunities.
• Escalate exceptional pricing or commercial arrangements for approval.
• Understand the difference between included services and additional chargeable work.
• Identify situations where additional professional services should be quoted.
• Ensure customer expectations align with the services they purchase.
• Work with Finance and Procurement where appropriate to resolve commercial issues.

Internal Collaboration

Successful Account Management requires close collaboration across Care Computers.

You will work particularly closely with:

• Service and technical teams
• Project engineers
• Procurement
• Finance
• Other Account Managers
• Senior management

You will:

• Translate customer requirements into clear internal actions.
• Seek technical advice rather than make unsupported technical commitments.
• Ensure engineers have appropriate commercial and customer context.
• Communicate important customer developments internally.
• Follow agreed sales and project handover processes.
• Help resolve customer issues where coordination between teams is required.
• Share relevant customer knowledge with colleagues.

Business Development

Although the primary focus is developing existing customer relationships, Account Managers should also contribute towards bringing new customers into Care Computers.

You may:

• Follow up introductions and referrals.
• Develop opportunities arising through existing customers and contacts.
• Attend networking or industry events.
• Participate in sales campaigns and events.
• Develop relationships with vendors and distributors.
• Support tenders and other new-business opportunities.
• Participate in prospect meetings.
• Help demonstrate Care Computers’ services and customer approach to prospective clients.

CRM, PSA & Administration

Good Account Management depends on maintaining accurate commercial information.

The Account Manager is responsible for:

• Keeping customer details and commercial notes current.
• Maintaining sales opportunities within HaloPSA.
• Recording significant customer conversations and decisions.
• Maintaining quotation and opportunity status.
• Recording agreed actions from customer meetings.
• Ensuring relevant contracts and customer records are accurate.
• Closing or progressing commercial activities appropriately.
• Maintaining sufficient information so that colleagues can understand the current customer position.

Team Contribution & Development

Account Managers are expected to contribute positively to the development of the wider Client Services team.

This includes:

• Sharing knowledge and experience with colleagues.
• Supporting less-experienced members of the team where appropriate.
• Participating constructively in team meetings.
• Sharing successful approaches and lessons learned.
• Undertaking appropriate product, vendor and sales training.
• Maintaining sufficient knowledge of Care Computers’ products and services to identify suitable opportunities.
• Seeking advice from technical colleagues where deeper expertise is required.
• Continuing to develop commercial, customer-service and technology knowledge.

What We’re Looking For

Essential

• Strong customer relationship and communication skills.
• Commercial awareness.
• Confidence dealing with business owners, managers and other customer decision-makers.
• Ability to understand customer requirements and translate them into clear internal actions.
• Ability to identify commercial opportunities within existing relationships.
• Experience managing multiple customer relationships or commercial activities simultaneously.
• Good organisational and follow-up skills.
• Strong written and verbal communication.
• Ability to prepare and discuss quotations and proposals.
• Comfortable working towards sales and account-growth objectives.
• Good attention to detail.
• Ability to work collaboratively with technical and non-technical colleagues.
• Comfortable using CRM/PSA and other business-management systems.
• Willingness to meet customers at their premises where required.

Desirable

• Previous MSP or IT-services experience.
• Previous B2B Account Management experience.
• Understanding of managed IT services and recurring-revenue models.
• Familiarity with Microsoft 365, cloud, cybersecurity and infrastructure services.
• Experience using HaloPSA or a comparable PSA/CRM platform.
• Experience developing account plans and conducting structured customer reviews.
• Experience identifying and progressing upsell and cross-sell opportunities.
• Experience contributing to new-business activity.

Even if you only meet 80% of the requirements we would still like to hear from you. This is a great opportunity to grow into a role that will have far-reaching impact and influence.