Technical Service Account Manager (TT-10021)

We are seeking an experienced Technical Service Account Manager with a strong background in service-based account management. This is not a business development or new business role. Instead, you will manage two major customer accounts, ensuring exceptional service delivery across a range of technical products.

This position combines commercial awareness with operational excellence. You will monitor KPIs against contractual obligations, identify opportunities to enhance customer relationships, and present well-structured proposals that align with client needs.

The ideal candidate will be degree educated and have experience within a technical service environment, managing fixed-term contractual agreements and Service Level Agreements (SLAs). You will ensure contractual commitments are consistently met while maintaining an exceptional level of attention to detail.

You'll be expected to have a thorough understanding of customer contracts, quickly locating and interpreting contractual information whenever required. Regular travel to customer sites is also part of this role, so applicants should be comfortable with travel.

Key Responsibilities

• Develop and maintain long-term customer relationships.
• Act as the primary point of contact for key customer accounts.
• Conduct regular customer review meetings.
• Prepare and present performance reports.
• Identify and resolve customer issues quickly and effectively.
• Escalate complex issues to internal teams and ensure timely follow-up.
• Monitor and track customer issues through to resolution.
• Identify opportunities to expand services within existing accounts.
• Develop and present commercial proposals.
• Monitor service delivery against agreed KPIs and SLAs.
• Drive continuous process improvement initiatives.

Ideal Candidate

• Degree educated or equivalent experience.
• Previous experience in a Technical Service Account Management role.
• Strong knowledge of managing Service Level Agreements (SLAs).
• Experience working with fixed contractual agreements.
• Excellent commercial awareness and relationship management skills.
• Outstanding attention to detail with the ability to interpret complex contracts.
• Strong analytical, organisational and problem-solving skills.
• Excellent communication and presentation abilities.
• Willingness to travel to customer sites as required.