*On site Position
Customer Account Manager Reports to Sales Director
Works alongside Service Desk Manager, vCIO, Professional Services, New Business Sales
Pod Customer Account Manager plus the technical team assigned to the customer
Location Office & customer sites
Purpose
The Customer Account Manager owns the commercial relationship with a portfolio of existing customers. The role is accountable for all pricing and quoting on those accounts, for contract value, renewal and retention, and for making sure the customer always knows what is happening across their service.
It is not a technical role. It works alongside the Service Desk Manager, who owns service delivery and SLA performance, and the vCIO, who owns the technical relationship and the roadmap. One customer, three clear owners
The Service Desk Manager owns the queue and the SLA. The vCIO owns the roadmap and the technical recommendation. The Customer Account Manager owns the commercial relationship, the price, and the customer conversation that ties the three together.
Accountabilities
1. Pricing and quoting All quoting for allocated accounts: renewals, contract changes, additional seats, hardware, software, licensing and projects.
Price from the scope supplied by the vCIO or Professional Services. The role prices the work, it does not scope it.
Hold pricing to the agreed rate card and margin thresholds, referring exceptions to the Commercial Director.
Own quote turnaround and accuracy, follow up to order or decline, and record the reason either way.
Identify and quote work outside the contracted service, so it is priced rather than absorbed.
2. Contract, renewal and retention Own the contract record: term and renewal dates, seat counts, contracted services, uplift mechanism and current value.
Lead every renewal, uplift and annual price review conversation.
Own retention, including early identification of at-risk accounts and a recovery plan agreed with the Service Desk Manager and vCIO.
3. Customer relationship Act as the day-to-day commercial contact, in regular proactive contact by telephone, Teams and face to face.
Know each customer’s business, priorities and key people, and keep a current stakeholder map.
Identify dissatisfaction early, before it becomes a complaint or a retention risk.
Make sure the customer never has to chase Prime System Solutions for information.
4. Reviews Meeting Chaired by The Account Manager’s part
Service review Customer Account Manager Chairs, minutes and follows up. Owns the commercial content. Presents the Service Desk Manager’s report as issued and raises patterns of concern.
Quarterly Business Review vCIO Attends and supports. Prices and quotes whatever the QBR agrees.
Where service metrics point to a problem needing a project, pass the evidence to the vCIO for the QBR. What the QBR covers is the vCIO’s decision.
Record every action with an owner and a date, drive it to completion, and circulate notes to the customer and the Pod.
5. Escalation Raise escalations through the Service Desk Manager’s process, never directly into the queue and never around it.
Be the single point of customer communication throughout, updating at an agreed frequency.
Communicate the facts supplied by the responsible team. The role does not set technical priority or commit resolution times.
Follow up once resolved and record any commercial consequence.
6. Account growth and the Pod Listen for change in the customer’s organisation and pass every technical need to the vCIO for scoping.
Once the vCIO has scoped and agreed an item, price it, quote it and close it.
Keep the Pod supplied with customer context and bring feedback back into it. The role does not direct the Pod’s workload.
New logo business stays with New Business Sales. This role grows and retains existing accounts.
Measures
Measure Frequency
Recurring revenue retained, and renewal rate by count and by value Monthly
New Sales Opportunities created from proactive CAM activity Weekly
Number of…