Location: Windsor, Berkshire
Type: Full-time, Permanent
Reporting to: Senior Leadership Team
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 Opportunity

This is an opportunity to take ownership of an important part of an established technology business rather than simply inherit a narrowly defined sales role.

You’ll have the opportunity to influence how we manage and develop customer relationships, how we approach sales and new business, how we take our services to market and how the wider commercial function develops.

For someone currently working as an Account Director, Senior Account Manager, Sales Manager, Head of Account Management, Commercial Manager or similar, this could represent an opportunity to step into a broader leadership position with genuine influence over the future direction of the business.

The role is based at our Windsor office, and we are particularly interested in finding someone who wants to become an active and visible part of the company and its leadership.

The Role

We are looking for a Head of Sales & Account Management to lead our Account Management team and take overall responsibility for our sales and commercial development strategy.

This is a broad and influential role covering three closely connected areas:

• Account Management and customer development
• Sales and business development
• Marketing strategy and lead generation

You will be responsible for ensuring that we get the very best from our existing customer relationships while developing a clear and structured approach to winning new business.

Just as importantly, you will help us develop the processes, people, reporting and commercial discipline required to support the next stage of Care Computers’ growth.

This is not purely a new-business sales position.

We are looking for someone who understands the importance of long-term customer relationships, recurring revenue, customer retention and becoming a trusted technology partner, while still having the commercial drive to identify opportunities and grow the business.

Key Responsibilities

Account Management Leadership

Lead and develop the Account Management function, creating a consistent and proactive approach to managing our customer relationships.

You will:

• Lead, support and develop the Account Management team.
• Establish clear standards, responsibilities, objectives and measures of performance across Account Management.
• Ensure customers receive regular proactive contact rather than relationships becoming driven solely by support issues or renewal dates.
• Develop structured account plans for key customers.
• Establish and continually improve customer review and strategic technology review processes.
• Help Account Managers understand customers’ businesses, objectives, challenges and future requirements.
• Ensure appropriate follow-up of actions and opportunities arising from customer meetings.
• Identify opportunities to deepen customer relationships and increase the value we provide.
• Work with our technical and service teams to ensure commercial conversations are supported by appropriate technical expertise.
• Support Account Managers with complex customer situations, significant opportunities and senior stakeholder relationships.
• Develop strong senior-level relationships with strategically important customers.
• Ensure customer feedback and emerging requirements are communicated effectively within the business.

Sales & Business Development

Take ownership of our overall sales approach and develop a structured, measurable sales function.

Responsibilities will include:

• Develop and deliver the company’s sales strategy.
• Establish appropriate sales targets, KPIs and reporting.
• Oversee the sales pipeline and ensure opportunities are appropriately qualified, progressed and followed up.
• Improve the quality and accuracy of sales forecasting.
• Identify opportunities within our existing customer base for additional services, projects and solutions.
• Develop a structured approach to acquiring new customers.
• Identify target markets, customer profiles and sectors where Care Computers can compete effectively.
• Support the team with significant proposals, presentations and commercial negotiations.
• Take an active role in larger or strategically important sales opportunities.
• Review lost opportunities and identify opportunities to improve our sales approach.
• Ensure appropriate commercial discipline around pricing, margins and proposals.
• Work with technical colleagues to translate customer requirements into appropriate solutions.
• Develop sales processes that are effective without creating unnecessary administration.
• Ensure our CRM provides meaningful and accurate visibility of opportunities, pipeline and commercial activity.

Customer Growth & Retention

Our existing customers are fundamental to our success, and this role will be responsible for ensuring that customer development receives as much attention as new business.

You will:

• Develop a structured approach to customer retention and relationship management.
• Identify customers where relationships could be strengthened.
• Identify appropriate cross-sell and upsell opportunities.
• Ensure customers understand the full range of services available from Care Computers.
• Help customers develop longer-term technology strategies and roadmaps.
• Work with customers to anticipate technology requirements rather than simply reacting to them.
• Ensure commercial opportunities identified by technical and service teams are appropriately followed up.
• Monitor relevant customer and commercial indicators to identify potential risks and opportunities.
• Ensure renewals and significant commercial decisions are managed proactively.

Marketing Strategy

You will take ownership of the commercial direction and effectiveness of our marketing, working with internal colleagues and external specialists where appropriate.

Responsibilities will include:

• Develop a marketing strategy aligned with our commercial objectives.
• Define our priority audiences and the services and propositions we want to take to market.
• Ensure sales and marketing operate as connected functions rather than separate activities.
• Develop campaigns that generate relevant opportunities for the sales team.
• Guide our approach to website content, SEO, social media, email marketing, events and other appropriate channels.
• Develop customer case studies, testimonials and other material that demonstrates our capabilities.
• Help strengthen Care Computers’ position and reputation within our target market.
• Ensure marketing activity has clear objectives and appropriate measures of effectiveness.
• Evaluate external marketing providers, agencies and specialist resources where appropriate.
• Monitor results and continually refine the marketing approach based on what generates meaningful commercial outcomes.

Commercial Leadership

As a senior member of the business, you will contribute beyond the immediate sales function.

You will:

• Work closely with the Senior Leadership Team on business growth and commercial strategy.
• Provide clear reporting and insight into sales performance, pipeline and customer opportunities.
• Contribute to decisions regarding our services, propositions, target markets and pricing.
• Use commercial data to identify opportunities and areas requiring attention.
• Provide constructive challenge where commercial processes or behaviours can be improved.
• Help ensure revenue growth is profitable and sustainable.
• Represent Care Computers professionally with customers, prospective customers, suppliers, vendors and partners.
• Help create a strong commercial culture while maintaining our customer-focused approach.

Team Leadership

A significant part of the role will be developing the people around you.

We are looking for someone who can:

• Provide clear leadership and direction to the Account Management team.
• Set clear expectations and objectives.
• Coach and develop individuals within the team.
• Hold regular one-to-ones and team meetings.
• Create appropriate accountability without introducing unnecessary bureaucracy.
• Support professional development and identify training requirements.
• Encourage collaboration between Account Management, Sales, Service Delivery, Projects and Technical teams.
• Lead by example in customer relationships, communication and commercial professionalism.

What We’re Looking For

We expect the successful candidate to bring significant experience from a commercial, IT MSP sales or account-management background.

Essential

• Strong experience in B2B sales and/or account management.
• Experience leading, managing or developing other commercial or account-management professionals.
• Strong understanding of relationship-led sales.
• Demonstrable experience developing existing customer accounts.
• Experience managing a sales pipeline and forecasting future business.
• Commercially focused with a good understanding of revenue, margin and profitability.
• Strong negotiation and communication skills.
• Experience dealing with senior customer stakeholders.
• Ability to turn strategy into practical processes and measurable actions.
• Comfortable analysing commercial information and using it to make decisions.
• Strong organisational skills and the ability to prioritise effectively.
• Confident working with both technical and non-technical colleagues.
• Able to operate effectively in a growing SME environment where people need to be comfortable taking ownership rather than working within narrowly defined roles.

Highly Desirable

• Previous experience working for a Managed Service Provider (MSP).
• Experience within IT services, managed services, cybersecurity, cloud, Microsoft solutions, telecommunications or another technology-led service business.
• Experience leading an Account Management function.
• Understanding of recurring-revenue or subscription-based service models.
• Experience of strategic account reviews, customer technology roadmaps or similar customer-planning processes.
• Experience developing sales processes and CRM discipline.
• Experience contributing to or leading marketing strategy.
• Experience working with external marketing agencies or specialist suppliers.

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.