Customer Account Manager, 5C Services, Newbridge-on-Wye

May 1

Job summary

Our busy office is seeking a reliable, well organised Customer Account Manager who will be responsible for managing our client's IT requirements, whilst also assisting with office administration.

This role requires a motivated, focused and ambitious individual with a passion for IT. It is essential to maintaining high levels of client satisfaction and ensuring the smooth operation of the purchasing department. You will need to demonstrate exceptional customer service skills, with the ability to always remain calm and professional.

As part of our growing team, you will be responsible for developing, improving, and streamlining customer account procedures, while managing multiple customer accounts and maintaining strong client relationships.

To be successful in this role you should have a strong commitment to high quality standards, excellent attention to detail, and the ability to work both independently, under own initiative and as part of a team.

Responsibilities

Manage, develop and build on long-term relationships with customer accounts, acting as their primary point of contact.
Organise regular review meetings with customers, monitoring account performance and satisfaction.
Understand client requirements, systems and future needs to honestly and confidently spec, quote and provide recommendations — explaining solutions clearly to customers and ensuring relevant information is relayed to management and technical teams in a timely manner.
Resolve and follow up on customer feedback, enquiries and issues promptly and professionally, ensuring high levels of customer satisfaction.
Collaborate closely with internal teams to maximise customer satisfaction and maintain a high standard of service delivery.
Coordinate and participate in meetings, events and conferences to represent the company, promote products and services, and maintain strong visibility with prospective clients.
Undertake ongoing training and research of suppliers, services and technologies — staying up to date with industry developments and liaising with technical teams on feasibility and solutions.
Negotiate with suppliers and service providers to secure the best possible pricing, discounts and payment terms.
Oversee junior colleagues — ensuring accurate and up to date records are kept and an efficient workflow is maintained within the department.
Proactively monitor project tickets lifecycle, from initiation through to completion.
Provide general administrative support, including answering calls and assisting colleagues as needed, ensuring works are completed within the agreed timescale.

Requirements and skills

Proven experience in an account management or sales role, ideally within an IT or consultative environment (desirable but not essential).
Strong commercial awareness with the ability to identify opportunities for account growth, cross-selling, and upselling.
Excellent communication, interpersonal, and presentation skills, with the ability to engage effectively at all levels of an organisation.
Demonstrated ability to build and maintain long-term client relationships, providing trusted advice and delivering high levels of customer satisfaction.
Strong analytical and problem-solving skills, with the ability to assess customer needs and recommend effective solutions.
Good interest and understanding of current IT technologies, products, and trends, with the ability to clearly communicate their value and application to customers.
Highly organised with excellent attention to detail, ensuring accurate record-keeping and task management.
Ability to manage multiple priorities, work under pressure, and adapt to changing business needs in a fast-paced environment.
Proficient in Microsoft Office applications; experience with PSA systems or similar platforms is advantageous.
Self-motivated, proactive and reliable with a strong commitment to high-quality work, working both independently and collaboratively.
Strong understanding of confidentiality and data protection, with the ability to handle sensitive information appropriately.
Experience in preparing client proposals or service recommendations is desirable.