About the role;
The Account Manager will be expected to drive retention among our client base by understanding their business needs and helping them succeed, being the single point of contact “face of TSG” to the client, being proactive, present, and relevant to our clients. They will lead by example, setting the bar for living the TSG values and behaviours and driving client experience principles throughout the business.
Who are we?
TSG (Technology Services Group) are a Managed IT Services provider servicing businesses UK Wide. At TSG our people have a passion for delivering exceptional customer service, something which is proven in our consistent world class NPS score of +80. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission.
Why should I work for TSG?
It is our people that make TSG what it is and a great place to work. We put a lot of work in to creating a trusted, open, fair culture and as a result, we have been named as one of the ‘UKs Top 100 Best Large Companies’ and one of the ‘Top 50 Technology Companies’ to work for. In addition, we have been awarded a 2-star accreditation for ‘Outstanding’ employee engagement.
Here’s why;
Our open and honest culture where feedback is taken on-board and acted upon
The monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where needed
Our social events. In addition to regular virtual quizzes and other ad hoc team building events, we launched the very first ‘TSG Festival’ in 2021, Team TSG’s feedback was so positive that we have decided to make it a yearly event
Two paid CSR days per annum that you can use towards giving something back
Our charity fundraising - TSG have raised over £20,000 in the last 2 years for our current chosen charity Mental Health UK. We have also recently launched our very own ‘TSG Foundation’
Our responsibility as a business to the environment as we are working towards becoming a net carbon zero business
Flexible working policy
Relaxed dress policy
Excellent progression opportunities, training and support, including recognised qualifications
Job responsibilities will include, but are not limited to;
Proactively manage and develop client portfolios taking ownership for them throughout their lifetime with TSG
Maximise client touch points
Follow up on current month / quarter / annual renewals guiding them to achieve the necessary goals
Take ownership of clients’ needs and marshal resources across TSG
Maintain portfolio through upselling and upgrades maintaining the lifetime value (LTV) value of our clients
Maintain a detailed understanding of products and services, assist clients with questions and suggest the best products for their needs
Implement a review cycle to ensure that accounts running with projected deficits are identified and addressed
Manage and develop new client onboarding, focusing clients on those features that help them achieve early value. Ensure clients are taken through the shortest path to value so that they can get ROI (Return on Investment) as soon as possible
Sustain business profitability by maximizing value to clients and TSG
Analyse client data (VoC/NPS/CSat etc) to support improvement in client experience
Evaluate and improve tutorials and other communication infrastructure
Mediate between clients and TSG
Accurately record client information in CRM (Notes, Meetings, Risks, Issues, Tasks, Escalations, Recurring Orders etc.).
Accurate recording of time in CRM / Autotask
Enable successful roll-out of TSG to client employees, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person
Identify opportunities for clients to act as TSG advocates (e.g. testimonials, case studies)
Represent the voice of the client to inform our sales process and product roadmap
Knowledge, Skills & Experience;
2.1 Degree or higher (or equivalent) in computer sciences, business, humanities, or equivalent experience
Recognised Microsoft Certifications (eg User/Sales/Consultant/Developer)
Evidence of continual professional development qualifications (eg ITIL/PRINCE2/APMP/Lean Six Sigma)
A strong background in the technology industry (hardware/software) with a passion for the growing Microsoft cloud product suite
Strong commercial acumen with a demonstratable ROI record
Proven track record in a client success, relationship management, account management, or similar role including over achievement against target
Applied enterprise level best practice in a lean SME environment
Benefits;
Company bonus scheme
25 days annual leave + public holidays
Life assurance 4 x Salary
Contributory pension scheme at 4% matched
Perkbox discounts
Paid CSR Days
Company sick pay
Income protection cover
Enhanced Maternity and Paternity pay
Home-based and hybrid opportunities
Long service benefits including increased annual leave accrued with service
Cycle to work scheme
Employee recognition scheme
If this sounds like the role for you, please apply today to be considered.