ABOUT CHARLES SQUARE

Charles Square (CSq) are a Technology Services Partner servicing the financial sector and regulated businesses globally up to 400 users.
CSq offer Enterprise Support, Security, Strategy and Supply solutions that set a high bar on reliability, security, and customer experience.
CSq are ISO27001 certified and a Microsoft Cloud and Solutions Partner. Our goal is to help companies transform and innovate using technology.
Working for CSq will give you first-hand access to world class technologies, exciting new applications, bespoke software products, fantastic clients, and a talented team.

REQUIRED SKILLS

Minimum 3 years’ experience in Account Management within an MSP or IT Solutions Provider.

• Proven experience managing client relationships and technical service delivery.
• Strong working knowledge of core MSP technologies and services.
• Excellent verbal and written communication skills, with the ability to simplify technical topics for non-technical audiences.
• Confident in conducting strategic discussions and challenging conversations with senior stakeholders.
• Skilled in managing multiple priorities and working to tight deadlines.
• Experience with creating sales proposals, forecasts, and service reviews.
• Familiarity with ITIL frameworks and ISO-compliant service environments.

ROLE OUTLINE

We are seeking a Technical Account Manager (TAM) to oversee and support our customers’ technical needs, acting as a key liaison between the client and our service teams. This role is pivotal in ensuring service excellence, customer satisfaction, and the successful delivery of IT solutions.
As a TAM, you will manage a defined portfolio of accounts, proactively ensuring that service delivery aligns with contractual commitments and client expectations. You’ll act as a trusted advisor, helping clients navigate their IT challenges and drive technology adoption that supports their business objectives.

KEY RESPONSIBILITIES

Client Relationship Management

• Build and maintain strong relationships with key client stakeholders.
• Serve as the client’s primary point of contact for IT-related needs and escalations.
• Conduct regular service reviews, performance reporting, and account health checks.

Service Delivery Oversight

• Ensure contracted services are delivered efficiently, to scope, and within agreed SLAs.
• Coordinate and manage small-scale projects, working closely with technical teams.
• Manage and prioritise client expectations to align with service capacity and capability.

Strategic Account Development

• Understand client goals, challenges, and industries to identify relevant technical solutions.
• Promote managed services and value-added offerings in line with client needs.
• Create and present proposals and roadmaps to improve client infrastructure and productivity.

Internal Coordination

• Act as the internal advocate for the client, ensuring cross-functional collaboration.
• Delegate tasks effectively and monitor internal workflows and project milestones.
• Provide insights to improve processes and service quality.

Governance & Best Practice

• Prepare and lead structured meetings (agenda, analysis, reporting, follow-up).
• Maintain familiarity with ITIL and ISO27001 principles and ensure compliance.
• Stay up to date with relevant technologies, market trends, and industry stan