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Key Account Manager / MSP
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Job Title: Key Account Manager
Our client is a leading Managed Service Provider (MSP) delivering innovative IT solutions and managed services to businesses across the UK. Due to continued growth, they are looking to appoint an experienced Key Account Manager to manage and develop a portfolio of strategic client accounts.
This is an excellent opportunity for a commercially focused account management professional with a strong MSP or technology background who thrives on building long-term customer relationships, increasing account value, and driving customer retention.
The Role
As a Key Account Manager, you will be responsible for managing existing client relationships, ensuring exceptional service delivery, identifying growth opportunities, and acting as a trusted advisor to customers. You will work closely with technical, service delivery, and sales teams to maximize account performance and customer satisfaction. The role combines strategic account management with commercial responsibility, focusing on contract renewals, upselling, cross-selling, and long-term client retention.
Key Responsibilities
- Manage and develop a portfolio of key MSP client accounts.
- Build trusted relationships with decision-makers, stakeholders, and senior leadership teams.
- Conduct regular account reviews, service reviews, and business planning meetings.
- Identify opportunities for upselling and cross-selling managed services, cloud solutions, cybersecurity, infrastructure, networking, Microsoft technologies, and other IT services.
- Develop account growth plans to maximize revenue and profitability across existing customers.
- Manage MSP contract renewals and negotiate commercial agreements.
- Act as the primary point of contact for client escalations, ensuring timely resolution and customer satisfaction.
- Monitor customer performance against agreed SLAs and service delivery objectives.
- Collaborate with Service Delivery Managers, Technical Consultants, and Sales teams to ensure client requirements are met.
- Maintain accurate pipeline, forecasting, and account activity within CRM systems.
- Stay informed on industry developments, emerging technologies, and competitor activity.
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Skills & Experience Required
- Minimum 3+ years' experience in a Key Account Manager, Client Relationship Manager, Account Director, or Account Manager role within an MSP, IT Services, Technology Solutions, or Managed Services environment.
- Proven experience managing and growing MSP client contracts.
- Demonstrable success in identifying and closing upsell and cross-sell opportunities.
- Strong understanding of managed services, cloud technologies, IT infrastructure, cybersecurity, and technology solutions.
- Experience managing contract renewals and commercial negotiations.
- Ability to build relationships with stakeholders at all levels, including C-Suite executives.
- Strong commercial awareness with the ability to drive revenue growth within existing accounts.
- Excellent communication, presentation, and relationship management skills.
- Experience using CRM platforms such as Salesforce, HubSpot, or Microsoft Dynamics.
- Highly organized with strong planning and account management capabilities.
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Desirable Experience
- Experience selling or managing Microsoft Cloud solutions (Microsoft 365, Azure).
- Understanding of cybersecurity services and managed security solutions.
- ITIL Foundation certification or similar service management experience.
- Experience within a fast-paced MSP or technology consultancy.
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