ECS Resource Group
Account Manager
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Account Manager - UC&C
Role: Permanent
Location: UK (South) remote working with travel
Overview
We are seeking an experienced Account Manager to develop and maintain relationships with customers across the retail, hospitality, leisure, and multi-site sectors. This role is focused on ensuring customers realise maximum value from their Unified Communications & Collaboration (UC&C), Contact Centre, Connectivity and Managed Services solutions. You will act as a trusted point of contact, building long-term relationships, identifying opportunities for service improvement, and supporting customers as their business requirements evolve.
Key Responsibilities
- Manage a portfolio of existing customer accounts.
- Build strong relationships with key stakeholders across IT, Operations, and Customer Experience teams.
- Understand customer business objectives, operational challenges, and future technology requirements.
- Conduct regular account reviews and business meetings to ensure customer satisfaction and engagement.
- Work closely with internal service, delivery, and technical teams to ensure a positive customer experience.
- Identify opportunities to expand or enhance existing UC&C, Contact Centre, Connectivity, and Networking services.
- Support customers operating large, distributed, and multi-site environments.
- Maintain account plans, customer records, and opportunities within CRM systems.
- Act as the customer's advocate internally, ensuring issues are resolved effectively and expectations are met.
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Experience Required
- Previous experience in an accomplished Account Manager role.
- Strong understanding of UC&C, Contact Centre, Voice, Collaboration, or Managed Service solutions.
- Experience supporting customers within retail, hospitality, leisure, or other enterprise multi-site environments.
- Proven ability to build and maintain long-term customer relationships.
- Commercial awareness with experience identifying growth opportunities within existing accounts.
- Strong communication and stakeholder management skills.
- Experience achieving an annual margin target.
- Previous experience in UC&C.
- Preferable experience in a Managed Service Organisation.
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