Brief Description
The Senior Account Manager is responsible for managing a portfolio of key and complex client relationships, ensuring exceptional client retention, sustained revenue growth, and a consistently high-quality client experience across their assigned accounts.
Reporting to the Commercial Director, this role operates with a high degree of autonomy and takes direct ownership of Synergy's more demanding and strategically significant client relationships. The Senior Account Manager acts as a trusted technology advisor to their clients, translating business needs into commercially sound and technically deliverable outcomes with the help of Synergy's solutions architects, consultants and engineers.
In addition to direct client responsibilities, the Senior Account Manager provides informal guidance and peer support to Account Managers, contributing to consistent delivery standards and the broader development of the Account Management function.
Minimum Criteria
- Account management experience within IT managed services, professional services, or a comparable client-centric environment, with a minimum of seven years in a client-facing role
- Demonstrated track record of client retention, account expansion, and revenue growth
- Strong commercial and contractual acumen, including ownership of renewals and negotiation
- Experience managing complex, multi-stakeholder client relationships, including engagement at C-suite level
- Strong high-level understanding of IT services, infrastructure, cybersecurity, and cloud environments
- Degree or equivalent professional experience
Essential Duties
Client Relationship Management
- Own and develop long-term relationships with a portfolio of key and complex clients, positioning Synergy as a strategic technology partner
- Conduct regular structured relationship reviews aligned to client objectives and business priorities
- Act as the primary escalation point for client relationship issues within assigned accounts
- Maintain an intimate knowledge of each client's technical environment, contractual position, and key stakeholders
- Steward client trust in sensitive and high-profile environments, demonstrating consistent professionalism and discretion
Commercial Growth and Renewals
- Lead contract renewals and renegotiations for assigned accounts, balancing commercial outcomes with long-term relationship value
- Identify and progress account expansion opportunities, informed by client needs and aligned to Synergy's service portfolio
- Propose and scope project work in response to client requirements, in collaboration with service and technical teams
- Maintain accurate pipeline reporting and opportunity records in line with commercial forecasting requirements
- Monitor account-level billing accuracy, identifying and resolving discrepancies in collaboration with Finance and operational teams
Strategic Advisory and Technical Engagement
- Lead the development of strategic account plans and technical roadmap documentation in collaboration with solutions architects and other technical resources
- Contribute to business continuity and disaster recovery planning for assigned client environments, drawing on relevant internal expertise
- Translate client business objectives into technology strategies that drive measurable outcomes
- Maintain a current understanding of relevant technology trends to proactively identify opportunities and risks within client environments
Peer Support and Knowledge Sharing
- Provide informal guidance and mentorship to Account Managers, supporting their development and the consistent application of account management standards
- Share knowledge and best practice across the Account Management team, contributing to a collaborative and high-performing culture
- Support the onboarding of new clients where appropriate, ensuring a smooth transition from sales to steady-state operations
Cross-Functional Collaboration
- Partner with service delivery teams to ensure a seamless and consistent client experience across projects and ongoing managed services
- Act as client advocate during project delivery, ensuring client expectations remain aligned with delivery outcomes and intervening where risk of misalignment emerges
- Collaborate with the Commercial Director on commercially significant matters, including pricing strategy, contract risk, and account-level decisions
Measurements of Accountability (MOAs)
- Client Retention: Delivery of an annual client retention rate of at least 95% across the assigned client portfolio
- Net Revenue Growth: Delivery of consistent year-on-year net revenue growth across assigned accounts
- Contract Expansion: Achievement of contract value expansion of at least 7% across the assigned client roster net of attrition (7% contract growth after attrition is included)
- Project Pull-Through: Delivery of an annual project pull-through rate of at least 30% from existing client relationships
- Client Satisfaction: Maintenance of a client Net Promoter Score (cNPS) of at least 8 across the assigned portfolio, measured through structured relationship reviews
- Strategic Technology Reviews: Regular review with all clients (minimum annual, greater frequency as befitting by client relationship) to align technology stack and roadmap with client objectives, priorities and initiatives
Other Details
- Hours of Work: Your normal working hours will be 9am to 6pm, Monday to Friday.
- Holiday Entitlement: You will be entitled to 22 days' paid holiday per holiday year, plus public and bank holidays.
- Benefits: In addition to your salary, you will be entitled to the following:
- Private health insurance, providing individual cover following successful completion of your probationary period.
- Workplace pension, with employer contributions in accordance with the Company's pension scheme.
