Commercial Account Manager

Company Overview :

Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £113m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 83 for July 2024. Underlying its services is FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 540 staff and was ranked in the top 50 Best Companies to work for in the UK awards 2023 and in the top 25 Technology companies to work for in the UK.

FluidOne supports the needs of 2400 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. Addressing the needs of SME, mid-market and Enterprise, FluidOne consults with its customers to design solutions that complement their in-house IT structures. FluidOne takes complex hybrid multi-site environments and makes them simple and secure, so end-users can access their business applications wherever they are.

Led by CEO Russell Horton, co-founder Chris Rogers (who started the business in 2006), CFO Roy Hastings and CRO Simon Ward, the management team is backed by Livingbridge to support their ambitious long-term strategy.

Role Overview

You will provide a consistently high level of customer service, support and guidance to our clients, acting as the bridge between them and our technical teams. Relationship management for a portfolio of clients, understanding their needs and developing an ongoing strategy with them, and delivering that strategy through the provision of correct products and services, alongside the management and delivery of projects on time and in budget. Whilst this is not specifically a technical role, previous sales and account management in the technology sector would be beneficial, but not essential.

Responsibilities:

• Managing a portfolio of long-standing clients and creating a trusted relationship with them.
• Organisation and tracking client review meetings, creating & managing client IT roadmaps & risk registers.
• Updating and managing key commercial information within the CRM system to follow, track and forecast sales
• Review client contracts and negotiate renewals, amendments with key stake holders with the client base.
• Manage and follow the full sales cycle from start to finish, utilising the other technical and operational departments within the business.
• Attending client review meetings both at customer site and remotely to both conduct service reviews and articulate IT Strategy into easy-to-understand language and carrying out presentations to key decision makers within the Client Business.
• Pull together key stake holders from both within and the customer when required for any commercial opportunities or service-related meetings.
• Working with our in-house Solution Architects and Technical Account Managers in understanding technical and business requirements and turning them into deliverable IT projects.
• Working with the Technical and Operations teams to spec out and quote project work.
• Work with the technical and operations team to manage client communications during new installations/projects.
• Tracking open action lists, and ensuring actions are completed on time and to a high quality, working closely with the Technical Support teams.
• Preparing and issuing proposals, quotes and invoices; prompt delivery of monthly client reports.
• Working alongside Project Support to track software and hardware renewals across an assigned portfolio of existing clients.
• Helping clients understand new technology solutions and how to protect them.
• Preparing for, organising, and undertaking Discovery Audits for new/potential clients.
• Organising and chairing New Client On-Boarding Planning and Review meetings.

Key Requirements:

• ​Background in IT/technology sector would be useful but not essential.
• Ability and desire to learn about new technologies and translate these as potential sales opportunities to customers.
• ​Able to demonstrate good commercial and financial acumen with an ability to spot commercial and sales opportunities.
• Well presented, with a professional attitude and ability to work across teams and departments
• Highly organised with a proactive approach to customers – capable of managing your own workload and priorities.
• Resolution handling and high level of customer service, customer FIRST approach
• Positive, confident, with an outgoing personality and a ‘can do’ attitude.
• The ability to manage internal and external stakeholders and bring them together to present opportunities supporting the cross sale of products and have experts in those products be introduced by leveraging your client relationships and lead the pitches.
• A proactive attitude a keen listener and eye for detail to spot cross sale opportunities and a can-do attitude to the clients to solve any queries.
• Full UK Driving license.

Benefits after probationary period:

• Employee Assistance programme.
• (EAP)Life assurance.
• (3x salary) Sodexo Discount Platform
• FluidOne breakfast and refreshments on working days.
• Pension contribution- 5% company contribution.
• Generous Holiday Entitlement
• One day off for Birthday
• Half price internet connectivity
• Ride2Work scheme

How to apply:

Send CV with covering letter to recruitment@fluidone.com with the job title as the subject field.

FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age.