Key Account/Operations Manager - IT Support Company

This is a new and varied position required to support the senior leadership team in their plans for both scaling and increasing the productivity of the business. Whilst the role has a substantial operational/business administration element, you will also perform an Account Management/Customer Success role for key business accounts. Ensuring the customers are happy with the service provided, and reporting learnings back into the business to ensure higher levels of client retention. You will use your communications skills with the clients and your knowledge of the company's wider business services to scope potential sales/service opportunities.

You will also take a leading role in the implementation and correct usage of a new PSA (Professional Services Automation) Tool, which is being implemented, as well as other internal functions that need key oversight, whilst supporting senior IT staff with diary management and resource scheduling.

Over time, the role has the potential to grow into a larger position with responsibility for wider business operations and involvement in areas such as marketing.

We view the position as a fantastic opportunity for somebody with natural sales ability and an outgoing personality, keen to challenge themselves in a position where those attributes are needed.

Key Duties

• Account Management of key business accounts - First line contact for key business accounts, ensuring customer success and efficient scheduling of support.
• Customer Success/Sales - Utilise client contact to drive performance improvement and sales pipeline
• Lead for PSA Tool - You will take a leading role as a key champion for a new PSA Tool being implemented to ensure its ongoing successful integration and effective usage.
• Resource Scheduling & PA Duties - Take responsibility for some email responses for SLT, ensuring important requests/requirements are handled efficiently.
• Mainline - Be a key contact for handling mainline enquiries, taking some pressure off the technical team, and ensuring calls are routed and handled with priority.
• Project Management - Take a project management position for new operations/technical changes internally.
• Marketing - Over time, the role could get involved in helping shape/improve their marketing offering, and would likely take the role as a lead contact for any external support/resources in this area.

Key Experience

• Great interpersonal skills, both internally and externally
• Happy to make contact with existing customers to strike relationships, build rapport and gather feedback
• An ambitious outlook, somebody willing to take the role and shape it, with enthusiasm to inherit a wide range of new duties and projects to support the growing needs of the business
• We need somebody who isn't scared of technology and is open to upskilling
• Highly organised, with a strong attention to detail
• Excellent verbal and written communications skills

This is a Monday to Friday position, normal office working hours (Office based to bed in but quickly moving to a hybrid set up if required) with regular social meet ups, the company has a welcoming and relaxed working environment, and is made up of experienced IT professionals with a good sense of humour who you can learn from to build your career. Future progression opportunities will be available for candidates with the right attitude and work ethic.