Client Account Manager – Team Lead

Company Overview

Established in 2006, FluidOne is an award-winning provider of Connected Cloud solutions with a £109m turnover at March 2024 and one of the consistently highest Net Promoter Scores (NPS) in the industry, securing 87 for January 2024. Underlying its services is FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 500 staff and was ranked as a 2 star accredited outstanding company to work for in the Best Companies to work for awards 2023.

FluidOne supports the needs of 2,500 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. FluidOne consults with their customers to design solutions that complement their in-house IT structures, taking complex hybrid multi-site environments and makes them simple and secure, so end-users can access their business applications wherever they are.

Role Overview

You will provide a consistently high level of customer service, support and guidance to our clients, acting as the bridge between them and our technical teams. Relationship management for a portfolio of clients, understanding their needs and developing an ongoing strategy with them, and delivering that strategy through the provision of correct products and services, alongside the management and delivery of projects on time and in budget. Whilst this is not specifically a technical role, previous sales and account management in the technology sector is essential.

Responsibilities

• Managing a portfolio of clients and creating a trusted relationship with them
• Clients based in Camberley, Colgate, Cheltenham and London
• Organisation and tracking client review meetings, creating & managing client IT roadmaps & risk registers
• Attending client review meetings and articulating IT Strategy into easy-to-understand language and carrying out presentations to key decision makers within the Client Business
• Working with our in-house Solution Architects and Technical Account Managers in understanding technical and business requirements and turning them into deliverable IT projects
• Working with the Technical teams to spec out and quote project work
• Project Management, resource scheduling, stakeholder relationship management and client communications during new installations/projects
• Tracking open action lists, and ensuring actions are completed on time and to a high quality, working closely with the Technical Support teams
• Preparing and issuing proposals, quotes and invoices; prompt delivery of monthly client reports
• Working alongside Project Support to track software and hardware renewals across an assigned portfolio of existing clients
• Helping clients understand new technology solutions and how to protect them
• Preparing for, organising, and undertaking Discovery Audits for new/potential clients
• Organising and chairing New Client On-Boarding Planning and Review meetings
• In addition to being an account manager you will also be managing a team of 3 , doing One to Ones, Reviews , escalation and general management duties including being part of the “senior management team (SMT)” for the Camberley branch of FluidOne

Requirements

• Background in IT/technology sector
• Able to demonstrate good commercial and financial acumen with an ability to spot commercial and sales opportunities
• Well presented, genuine, open, and trustworthy
• Highly organised and proactive – capable of managing your own workload and priorities
• Positive, confident, with an outgoing personality and a ‘can do’ attitude
• Driving license

Benefits after probationary period

• Employee Assistance programme (EAP)
• Life assurance (3 x salary)
• Sodexo Discount Platform
• Pension contribution- 5% company contribution
• Generous Holiday Entitlement
• One day off for Birthday
• Half price internet connectivity
• Ride2Work scheme
• Department incentives
• Volunteer day scheme