Client Success & Account Manager (MSP)
About Tech2Rec
At Tech2Rec, we believe great businesses are built by great teams. That’s why we place huge importance on creating an environment where talented people can thrive, grow, and genuinely enjoy the work they do.
As a fast-growing and niche MSP, we’re looking for ambitious and relationship-driven individuals who are passionate about technology, client experience, and building long-term partnerships.
We’re proud to be one of the fastest-growing IT providers in the UK, and we’re building a team of talented people who want to grow with us.
Our mission is simple: provide outstanding IT support and consultancy while building long-term partnerships with our clients.
We value people who are proactive, accountable, commercially aware, and genuinely care about delivering exceptional outcomes for clients.
The Opportunity
We're looking for a Client Success & Account Manager to join our growing managed services team.
This is a strategic, relationship-focused role centred around client success, retention, account development, and long-term partnership building. You'll become a trusted advisor to your clients, helping them improve their technology environments while ensuring they continue to receive exceptional service and value from Tech2Rec.
This role is not focused on cold calling or generating new business opportunities. Instead, you'll work closely with an existing portfolio of clients, identifying opportunities to strengthen relationships, improve client outcomes, and support account growth through strategic recommendations and consultancy-led conversations.
You'll work closely with leadership, technical teams, support, and projects to ensure clients receive a consistently high standard of service and engagement.
Following your onboarding period, you'll typically work 3 days per week from our Manchester City Centre office and 2 days remotely.
Working Hours
Standard hours are 8:30am – 5:00pm, with flexibility available where needed.
Services & Solutions
As a Client Success & Account Manager, you'll work closely with clients across a broad range of technology services and solutions, including:
- Microsoft 365
- Azure
- Google Workspace
- Cyber Security Solutions
- Managed Networking & Connectivity
- Cloud Infrastructure
- IT Support & Managed Services
- Strategic IT Consultancy
- Hardware & Licensing Renewals
You don't need to be deeply technical, but you should be comfortable discussing technology with clients and translating technical services into business value.
Key Responsibilities
- Manage and develop a portfolio of managed service clients
- Build strong long-term client relationships with a focus on retention and client satisfaction
- Act as the primary relationship owner across your client portfolio
- Lead client review meetings, roadmap discussions, and strategic account conversations
- Identify opportunities to improve client environments through additional services, solutions, or strategic recommendations
- Work closely with technical and operations teams to ensure successful service delivery
- Support contract renewals, licensing discussions, and service agreement reviews
- Translate technical services into clear business value for clients
- Maintain accurate CRM records, account plans, and client documentation
- Support onboarding transitions and client engagement initiatives
- Communicate confidently with stakeholders at all levels, including senior leadership and C-suite contacts
- Contribute to improving internal client success and account management processes
What Good Looks Like
Success in this role will be measured against:
- High client retention and satisfaction
- Strong client engagement and relationship quality
- Successful delivery of client roadmap activities
- Identification of strategic account growth opportunities
- High standards of CRM and account management
- Strong internal collaboration across support, projects, and leadership teams
- Contribution to operational improvements and client experience initiatives
Skills & Experience
Essential
- Minimum 2 years' experience working within an MSP/IT Provider environment
- Previous experience in an Account Management, Client Success, or customer-facing commercial role
- Proven experience managing long-term client relationships
- Strong communication and relationship-building skills
- Comfortable engaging with both technical and non-technical stakeholders
- Organised, process-driven, and detail-oriented
- Ability to manage priorities independently while collaborating effectively across teams
- Strong commercial awareness with a client-first mindset
Desirable
- Technical understanding of managed IT services and consultancy
- Experience with licensing and hardware renewals
- Experience leading client roadmap and strategic planning discussions
- Exposure to service agreements and contract renewals
- Familiarity with CRM systems and service management platforms
- Experience engaging with senior leadership or C-suite stakeholders
- Exposure to consultancy-led or high-value MSP environments
What We're Looking For
We are less focused on formal qualifications and more interested in attitude, personality, and potential.
The right person will:
- Be relationship-led and client-focused
- Have strong emotional intelligence and communication skills
- Take ownership and accountability
- Be commercially aware without being overly sales-driven
- Be proactive, organised, and solutions-focused
- Be coachable and open to learning and development
- Thrive in a collaborative and fast-paced environment
- Want to grow with the business long-term
We're looking for someone who wants to become a trusted advisor to clients and play a key role in shaping the future of our client success and account management function.
What We Offer
- Salary of £35,000 – £40,000 depending on experience
- Quarterly performance bonuses
- Fully funded training and certifications relevant to your role
- Hybrid working
- Corporate gym membership
- 25 days holiday plus bank holidays
- Matched pension contributions up to 5%
- Modern office in Manchester City Centre
- A supportive and ambitious team environment
- Genuine opportunities to learn, grow, and progress within the business
Career Progression
We're committed to helping our team develop both personally and professionally.
You'll receive:
- A clear personal development roadmap
- Ongoing mentorship and leadership support
- Opportunities to influence and shape client success processes
- Exposure to strategic client relationships and business growth initiatives
- Opportunities to progress into Senior Account Management, Client Success Leadership, or Strategic Client roles as the business continues to grow
Why Join Tech2Rec?
We're building a modern MSP focused on long-term relationships, high standards, and continuous improvement.
As one of the UK's fastest-growing IT providers, this is an opportunity to join a business where your contribution genuinely matters, your development is supported, and your ideas are valued.
You'll be joining at an exciting stage of growth, with genuine opportunities to influence the future of the business while developing your own career along the way.
Pay: £35,000.00-£40,000.00 per year
Benefits:
- Company events
- Company pension
- Gym membership
- On-site parking
- Sick pay
- Work from home
Application question(s):
- Are you able to travel to Manchester City centre 3x weekly?
Experience:
- MSP / IT Service Provider: 2 years (required)
Work Location: Hybrid remote in Manchester M1 2JW
