Account Manager
Job summary
Vizst Technology is seeking an experienced, commercially driven Account Manager to manage, retain and grow an allocated portfolio of customers, primarily organisations with fewer than 500 users.
The role specialises in outsourced IT services, managed support and the Microsoft technology stack. It combines proactive account development, consultative selling and commercial ownership of customer relationships, with a focus on gross profit, customer retention and recurring revenue growth.
Although primarily focused on existing customers, the Account Manager will also bring practical cold calling experience and support the Business Development Executive (BDE) team through outbound prospecting, campaigns and structured dialling days.
Critical purpose of role
- Retain and grow revenue in line with Vizst’s growth targets against an assigned set of accounts
- Build and execute a contact strategy for each acct based upon their requirements
- Build and execute an account plan for each acct based upon their requirements
- Build strong relationships with decision makers across the accounts
- Act as a single point of contact for queries or issues, and liaise with the relevant internal department(s) to bring them to a swift conclusion
- Respond to inbound sales enquiries quickly liaising with the relevant team to win new business
- Proactively identify new business opportunities across the account base and work with the relevant department(s) to win the business
- Achievement of all targets and KPIs
- Develop the skills and knowledge required to sell Vizst’s full portfolio of products and services in accordance with end user requirements
- Manage all opportunities effectively via Vizst’s CRM system in accordance with Vizst’s principles
- Maximise revenue by cross and up selling, whilst adhering to Vizst’s sales principles
- Provide a monthly report as required by Vizst’s Sales Management
- Take responsibility for building and maintaining industry and competitor knowledge, sharing knowledge with the wider virtual team as appropriate
- Respond effectively to inbound enquiries relating to new or existing customer requirements
- Provide support to Vizst’s field based sales team as and when appropriate
- Take a continual improvement approach to all elements of the role and feedback to Sales Management
- Maintain a high level of professionalism at all times
- Other duties from time to time as directed by sales management
Main responsibilities
The Account Manager role will be made up of the following core responsibilities:
- Own and develop an allocated portfolio of customers, understanding their business objectives, IT environment, decision-makers and commercial priorities.
Maintain regular customer engagement through telephone, online and face-to-face meetings, including structured account and service reviews. - Create and maintain account plans for priority customers, including stakeholder mapping, opportunities, risks and agreed next actions.
- Identify cross-selling and upselling opportunities, increasing the breadth and value of Vizst services adopted by customers.
- Work with service delivery and technical colleagues to address customer needs, manage expectations and resolve or escalate issues appropriately.
Managed IT Services and Microsoft Solutions - Identify and develop opportunities for fully outsourced and co-managed IT support, service desk and end-user support, endpoint and device management, infrastructure monitoring and managed security services.
- Develop opportunities across Microsoft 365 licensing, deployment, management and optimisation; Microsoft Azure services; Intune; Entra ID; Microsoft Defender; and associated security, identity and subscription solutions.
- Understand customer needs and collaborate with technical specialists to scope suitable solutions, develop proposals and present commercial recommendations.
- Promote appropriate long-term service agreements and subscription models to support recurring revenue growth.
Commercial Performance, Retention and Renewals - Meet or exceed agreed sales and gross profit targets, with particular emphasis on cross-selling, customer development and recurring revenue growth.
- Own a qualified pipeline of opportunities, managing them through discovery, proposal, negotiation and closure.
- Retain commercial accountability for the customer relationship and successful retention outcomes. Work closely with the Renewals Manager, who manages the renewal process, to ensure contracts renew successfully.
- Identify renewal and retention risks early, coordinate suitable customer engagement and pursue opportunities to expand existing agreements.
- Maintain accurate CRM records, sales activity, opportunity progression and forecasts, and achieve agreed activity and conversion KPIs.
Outbound Sales and New Business Support - Support the BDE team with cold calling, outbound prospecting, marketing follow-up and qualification of potential new customer opportunities.
- Participate actively in structured team dialling days and targeted sales campaigns, sharing feedback and market insights.
- Assist with progressing relevant new business opportunities while maintaining primary accountability for the allocated customer portfolio.
Collaboration and Professional Standards - Work collaboratively with technical, service delivery, vendor, marketing and sales colleagues to deliver a consistent customer experience.
- Maintain up-to-date commercial knowledge of Microsoft technologies, managed services, market developments and relevant wider Vizst capabilities.
- Work in accordance with Vizst policies, information security requirements, ISO standards and company procedures.
Personal specifications
This role would suit someone who meets the following criteria:
Essential Experience and Skills
- Around three years or more of IT sales experience, including experience in an account management or customer-facing sales role.
- Demonstrable experience developing existing customer relationships and generating cross-sell and upsell opportunities.
- Practical outbound prospecting and cold calling experience, with confidence contributing to dialling days.
- Experience selling managed IT services, outsourced support and/or Microsoft technology solutions.
- Working commercial knowledge of Microsoft 365 and the wider Microsoft cloud, endpoint, identity and security portfolio.
- Commercial understanding of gross profit, renewals, retention, subscriptions and recurring revenue.
- Strong written and verbal communication, negotiation, organisation and relationship management skills.
- Experience using CRM systems and Microsoft productivity applications to manage pipeline, activity and reporting.
- Able to manage a customer portfolio and competing priorities independently; willing to travel and holding a full UK driving licence.
Key Performance Measures - Individual gross profit and sales performance; recurring revenue growth; customer retention and renewal outcomes.
- Cross-sell and upsell conversion; qualified pipeline generation and progression; account engagement and proactive outreach.
- Contribution to outbound campaigns and dialling days; CRM accuracy and forecast quality.
Desirable Experience
- Experience within a Managed Service Provider (MSP), IT reseller or outsourced IT support business.
- Experience selling Azure, Intune, Entra ID, Defender, Microsoft licensing or associated managed security services.
- Experience with managed services contracts, service level agreements, structured account plans and customer business reviews.
- Awareness of networking, infrastructure and cybersecurity solutions and relevant industry or Microsoft sales accreditations.
Job application
We’re always on the look out for incredible talent to join the team, if this role interests you please fill in your details below, let us know why you’re the ideal candidate for this role and attach an up-to date CV. Thank you for your time!