Technical Account Manager
On-siteLondon, England, United Kingdom or Glasgow, Scotland, United Kingdom
Job Summary
Build trusted relationships with customers and act as their go-to technical advisor to maximise the value of iomart's managed services and technology solutions. Develop strategic technology roadmaps aligned to business objectives while leading engaging service reviews to provide insights and clear next steps. Identify opportunities to enhance customer outcomes through cloud, security, infrastructure, and professional services solutions by partnering closely with Service Desk, Engineering, and Security teams. Champion the voice of the customer to shape service enhancements and innovation across Iomart, using service data to drive continuous improvement and retention.
Required Qualifications
- 5+ years' experience in a customer-facing role such as Technical Account Management, Customer Success, or Service Delivery within a Managed Services or IT Services environment
- Proven track record of delivering value and driving customer satisfaction
- Strong technical expertise across the Microsoft cloud ecosystem, including Azure, Microsoft 365, Intune, Microsoft Defender, and related technologies
- Ability to translate technical capabilities into meaningful business outcomes
- Experience using Customer Success and CRM platforms to manage client engagement, monitor service health, and measure success against key outcomes
- Exceptional communication and presentation skills
- Ability to simplify complex technical concepts
- Ability to facilitate strategic conversations
- Ability to deliver engaging service reviews and roadmap discussions
- Data-driven approach using insights, trends, and service metrics to identify opportunities for improvement and create actionable recommendations
- ITIL Foundation certification (or equivalent)
- Strong understanding of service management principles within a managed services environment
- Commercial awareness
- Customer-first mindset
- Relevant Microsoft certifications
- Experience working across both public and private cloud environments
- Solid understanding of VMware technologies and hybrid infrastructure
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