Account Manager

About Ekco

🚀 Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe!

We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our clients’ existing technology investments.

☁️ In a few words, we take businesses to the cloud and back!

🌍 We have over 1000 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Ireland, Benelux, South Africa & Malaysia.

The role

As an Account Manager at EKCO, you will be responsible for managing a portfolio of customers and the opportunity to drive new business sales. Your primary focus will be to maintain strong customer relationships, retain revenue, and drive growth opportunities through existing client base and new business acquisition.

You will act as the main customer advocate, ensuring service expectations are met, while identifying opportunities to expand the relationship through additional services and solutions. Working closely with Technical Account Managers (TAMs), Service Delivery Managers (SDMs), and Pre-Sales teams, you will ensure that customer issues are proactively addressed and that EKCO remains their trusted technology partner.

Key Responsibilities

Client Management & Relationship Building

• Act as the primary point of contact for assigned customers, maintaining strong, trust-based relationships.
• Regularly meet with clients to assess their needs, concerns, and satisfaction levels.
• Organise and lead Quarterly Business Reviews (QBRs) to ensure alignment between EKCO’s services and the clients business goals.
• Expand key stakeholder relationships across clients and their Ecosystem Partners.
• Work with Technical Account Managers (TAMs) to help clients develop a strategic IT roadmap.

Service Delivery & Customer Advocacy

• Ensure that clients receive the services they have contracted, addressing any gaps proactively.
• Engage Service Delivery Managers (SDMs) and technical teams to resolve service issues quickly and efficiently.
• Manage customer expectations around service, timelines and capabilities.
• Ensure timely escalation and resolution of customer concerns within internal teams.

Revenue Protection & Growth

• Maintain and protect existing revenue streams by ensuring high customer satisfaction and renewals.
• Identify and develop upsell and cross-sell opportunities in collaboration with Pre-Sales and Solutions teams. Primary focus on increasing Monthly Recurring Revenue (MRR)
• Understand the customer business objectives and build a roadmap aligned to EKCO’s portfolio.
• Accurate Forecast Management and Reporting on account performance, risks, and opportunities to senior management.

Key Performance Indicators (KPIs)

• Client Retention: Ensure high renewal rates.
• Account Growth: Drive additional revenue through upselling and cross-selling.
• Account Prospecting and New Business acquisition
• Customer Satisfaction: Improve Net Promoter Score (NPS) and overall engagement.
• Service Performance: Ensure issues are resolved within SLA guidelines.
• Regular office attendance – 2/3 days per week and multiple weekly face to face client and partner meetings.
• Weekly CRM hygiene and business reporting
• Achievement of quarterly targets.

Key Requirements

• 3+ years of experience in Account Management within an MSP, MSSP, or IT services company.
• Strong understanding of managed services, cloud computing, cybersecurity, and IT infrastructure.
• Excellent communication and interpersonal skills, with the ability to build lasting client relationships.
• Ability to navigate customer organisations and influence decision-making at multiple levels.
• Commercial awareness and the ability to identify new revenue opportunities within accounts.
• Experience working with technical teams to deliver complex IT solutions.

Benefits/Perks

• ☀️ Time off - 25 days leave + public holidays
• 🎂 x1 day Birthday leave per year
• 💰 Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice
• 📞 Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing and general advice
• 🏃‍♀️ EkcOlympics - a global activity for fun!
• 📚 Learning & development - Unlimited access to Pluralsight learning platform

• 🌱 A lot of responsibilities & opportunities to grow (also internationally)

Why Ekco

• ⭐️ Microsoft’s 2023 Rising Star Security Partner of the year
• 🚀 VMware & Veeam top partner status
• 🏅 Ranked as 4th fastest growing technology company in the Deloitte Fast50 Awards
• 🌈Ekco are committed to cultivating an environment that promotes diversity, equality, inclusion and belonging
• 🎉 We recognise the value of internal mobility and encourage opportunities for internal development & progression
• ✨ Flexible working with a family friendly focus are at the core of our company values