WHO IS SPECTOR?

Spector was established in 2002 to deliver high-quality rapid response IT services to a market that was hungry for better service. We have always adopted a Win/Win ethos for our staff and clients and truly believe in the power of technology to ignite business success.
Today, our services have evolved to deliver market-leading solutions in cyber security, IT outsourcing and business continuity with a strong focus on IT Risk management.

SKILLS AND QUALIFICATIONS:

• Fluent English speaker.
• Strong communication and interpersonal skills.
• Ability to manage multiple accounts and prioritize tasks effectively.
• Proficiency with CRM tools (e.g., ConnectWise, HubSpot) and Microsoft Office Suite.
• Strong problem-solving and negotiation abilities.
• Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience).
• Full current and clean driver’s licence.

EXPERIENCE:

• 2-4 years of experience in account management, client services, or a similar role, preferably within the IT industry.
• Familiarity with managed IT services, cyber security, cloud solutions, and IT infrastructure is highly desirable.

THE ROLE

We are looking for an experienced Account Manager and Customer-facing professional looking to own and manage the account management function with our great and valued clients. The ideal candidate will really get what it takes to own the account management function, listening to clients and deliver real value that sets us apart from our competition.
We are looking for a person who has a real fire in their belly for account management, somebody who is improvement-minded and is looking to how we can continuously improve and align our service offerings with the rapidly changing technology landscape. We have great clients who have high service expectations. You will need a keen eye for detail and an ability to work with cross departmental teams to maximise client satisfaction and retention.
The ideal candidate must be a born team player, have excellent communication skills and be able to manage valuable internal and client relationships.

RESPONSIBILITIES

• Serve as the primary point of contact for assigned clients, ensuring a high level of client satisfaction.
• Build and maintain strong, long-term client relationships through regular account management meetings and strategic discussions.
• Act as a trusted advisor, understanding client goals and aligning them with our services.
• Identify opportunities to expand existing client relationships through upselling and cross-selling IT services using predefined scorecards and whitespace analysis.
• Work with sales and technical teams to prepare and present proposals for additional services.
• Accountable for product revenue targets, professional services and recurring service for assigned accounts.
• Collaborate with operations teams to ensure that IT services are delivered effectively and meet client expectations.
• Monitor and manage service levels, addressing issues promptly to maintain a high standard of service.
• Utilising our Client Experience Portal to provide clients with regular updates on service performance, including key metrics, service improvements, and potential risks.
• Maintain accurate and detailed client records in the CRM system, including communication logs and account plans.
• Maintain key supplier sales certifications.
• Stay informed about the latest trends in managed IT services, cloud solutions, and cybersecurity.
• Educate clients on emerging technologies and how they can benefit their operations.