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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, Benelux, South Africa, Malaysia & Ireland.
The role
As a Strategic Account Manager at Ekco, you will be responsible for managing a portfolio of our most critical enterprise and top-tier commercial accounts. Your primary objective is to retain and grow existing revenue by ensuring exceptional service delivery, deepening client relationships, and identifying opportunities for upsell and cross-sell.
You will act as the clients trusted advisor, ensuring they receive the full value of our Managed Services and Managed Security Services, and ensure timely delivery of all projects, while at the same time managing the internal team to deliver this. This includes facilitating strategic conversations, leveraging our Technical Account Managers (TAMs) to build technology roadmaps, and ensuring service excellence through close coordination with Service Delivery Managers (SDMs), Pre-Sales, and internal teams. It will be down to your key skill in managing client expectations that we ensure we keep our customers happy, and also when needed your experience to have those difficult or equally rewarding conversations internally and externally.
Key Responsibilities
Client Advocacy & Relationship Management
* Serve as the primary point of contact and internal advocate for your assigned strategic accounts.
* Own the client relationship, ensuring their needs are met and expectations are managed realistically.
* Lead regular QBRs (Quarterly Business Reviews) and strategic discussions to align our services with their long-term business goals.
* Work closely with Technical Account Managers (TAMs) to define and deliver a technology roadmap for each customer.
* Drive proactive engagement to ensure customer satisfaction and long-term retention.
Service Delivery & Internal Coordination
* Ensure clients receive what they pay for; monitor and validate service performance against contractual commitments.
* Engage Service Delivery Managers (SDMs), Pre-Sales, and Operations teams as needed to resolve customer issues promptly.
* Oversee and coordinate internal teams to guarantee timely and effective responses to customer challenges.
* Manage and set client expectations on service delivery, ensuring transparency on what is achievable.
Revenue Retention & Growth
* Protect and retain the existing revenue from your customer portfolio.
* Identify opportunities to upsell and cross-sell additional services, ensuring maximum value extraction.
* Collaborate with internal stakeholders to position new offerings and solutions that align with client needs.
* Track and report on revenue trends, identifying risks and opportunities for expansion.
Strategic Advisory & Thought Leadership
* Position EKCO as a key partner in your clients' IT and security strategies.
* Use industry insights and internal expertise to advise customers on best practices, trends, and regulatory requirements.
* Facilitate long-term planning discussions to align EKCO services with the customers' evolving business needs.
Key Performance Indicators (KPIs)
* Client Retention Rate: Maintain high levels of contract renewals.
* Revenue Growth: Achieve upsell and cross-sell targets.
* Service Excellence: Client satisfaction and NPS (Net Promoter Score) improvements.
* Operational Efficiency: Ensure service-related issues are resolved within agreed SLAs.
Key Requirements
* Proven experience (5+ years) in strategic account management within an MSP, MSSP, or enterprise IT services environment.
* Strong understanding of managed services, cloud, security, and enterprise IT solutions.
* Exceptional relationship management and negotiation skills.
* Ability to manage and influence internal stakeholders, ensuring seamless service delivery.
* Experience leading strategic client conversations and business reviews.
* Commercial acumen to identify and execute growth opportunities within accounts.
* Strong presentation and communication skills, both written and verbal.
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.
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