We are looking for a proactive and commercially driven Customer Account Manager to manage and grow relationships with an established portfolio of existing customers.
The Customer Account Manager will serve as the primary commercial point of contact, responsible for managing customer relationships, preparing and presenting quotations, handling contract renewals, identifying account growth opportunities, and ensuring customer satisfaction and retention.
This is a non-technical account management role that requires close collaboration with service delivery, technical consultants, and professional services teams to ensure customers receive the right solutions at the right price.
The ideal candidate will have strong commercial awareness, excellent communication skills, and the ability to manage multiple customer accounts while identifying opportunities to increase recurring revenue and strengthen long-term relationships.
Key Responsibilities:
1. Pricing and Quotation Management
Manage all pricing and quotation activities for assigned customer accounts, including contract renewals, additional users, hardware, software, licensing, and IT projects.
Prepare accurate and competitive quotations based on technical scopes and requirements provided by technical teams.
Ensure all quotations align with established pricing structures, profitability targets, and margin requirements.
Manage quotation turnaround times and proactively follow up with customers to secure approvals and close opportunities.
Identify services and additional work outside existing contracts and ensure they are appropriately quoted and billed.
Maintain accurate quotation records and document reasons for accepted, declined, or pending proposals.
2. Contract Management, Renewals, and Retention
Manage customer contracts, including renewal dates, contract terms, service coverage, user counts, pricing, and recurring revenue.
Lead contract renewal discussions, annual pricing reviews, and contract uplift negotiations.
Proactively identify accounts at risk of cancellation or dissatisfaction.
Develop and coordinate customer retention strategies in collaboration with internal service delivery and technical teams.
Maintain strong customer relationships to support long-term retention and recurring revenue growth.
3. Customer Relationship Management
Act as the primary commercial contact for assigned customers.
Build and maintain strong relationships through regular communication via phone, email, Microsoft Teams, and face-to-face meetings.
Understand customer businesses, operational requirements, priorities, and future technology needs.
Maintain updated customer stakeholder information and relationship records.
Proactively identify customer dissatisfaction and address concerns before they develop into major complaints or retention risks.
Ensure customers receive timely updates and consistent communication regarding ongoing matters.
4. Customer Reviews and Account Management
Organize, chair, and manage regular customer service review meetings.
Prepare meeting agendas, document discussions, circulate meeting minutes, and track follow-up actions.
Present service performance reports provided by the service delivery team and highlight recurring concerns or improvement areas.
Participate in Quarterly Business Reviews (QBRs) led by technical consultants or vCIOs.
Support discussions around customer priorities, service improvements, and potential projects.
Convert agreed customer requirements and project recommendations into commercial quotations and follow through to closure.
Ensure all customer action items have clear owners and deadlines.
5. Customer Escalations and Communication
Act as the primary communication point for customers during service-related escalations.
Coordinate with the service delivery team to ensure customer concerns are addressed through established escalation procedures.
Keep customers informed about progress and provide regular updates based on information received…