About the role:

As the leader of our account management team, the Customer Experience Manager actively builds and strengthens client partnerships to deliver exceptional experiences, foster loyalty, and enable growth. This role blends strategic planning with hands-on account management, helping clients stay engaged, educated, and equipped with secure, up-to-date technology solutions. Additionly, the position is responsible for overseeing the performance and professional development of team members, ensuring a high-performing, client-focused culture that delivers alignment between client expectations, service delivery, and company growth objectives.

Your primary focus will be to:

• Grow client relationships through developing a detailed understanding of the client’s business;
• Ensure products and services suit the client, enabling technology as a key value-driver for their business;
• Liaise with our internal teams to ensure positive outcomes for clients;
• Develop complex proposals that enhance the client’s long term business strategy
• Generate and follow up leads with prospective clients; and
• Manage the team of Client Account Managers and Sales Admins.

About you:

Whilst this is not a technical position, you will need to have a keen awareness of ICT and strong business acumen to bridge the gap between clients and our technicians. You will be able to communicate the vision of how our technical solutions will solve the client’s needs.

Additionally, we’re on the lookout for someone with:

• Strong commitment to customer service and continuous improvement.
• In depth understanding of the customer lifecycle, customer needs, and how customer insight and strategy shape the overall experience.
• High attention to detail and accuracy, including time recording and documentation.
• Demonstrated enjoyment in working with clients and external stakeholders.
• Excellent organisational, presentation, and customer service skills.
• Proficient in preparing professional written communications and support materials.
• Strong interpersonal skills.
• Ability to manage multiple tasks, adapt to change, and maintain performance under pressure.
• Solid understanding and hands-on experience with CRM tools and practices.
• Exceptional written and verbal communication skills, with proven ability in consultation, facilitation, negotiation, and stakeholder influence—particularly at senior management levels and in external representations of the business. .

This role provides the opportunity for a high level of job satisfaction as you will integrate yourself within our client’s business and revel in their success.