Account Manager
The bridge between our clients and our technical teams. You will own the client relationship and ensure every business we support gets the attention and service they deserve.
About this role
As an Account Manager at Bigfoot Networks, you are the face of the company to your assigned clients. You build relationships, understand their business goals, identify how technology can support those goals, and ensure that our service delivery meets their expectations consistently.
This is not a sales role with targets for upselling products. It is a relationship management role where your success is measured by client satisfaction, retention, and the depth of trust you build. You will conduct regular service reviews, present reports, coordinate with our technical teams, and act as the client’s advocate within Bigfoot.
You will work closely with our Service Desk, Projects, and Security teams to ensure a joined-up experience for every client. When a client has a concern, you own it. When there is an opportunity to improve their environment, you identify it and present it honestly.
Clients in your portfolio
Service reviews you will lead
Days annual leave
Structured onboarding
What you will do day to day in this role.
The core responsibilities of this role. This is what your typical week looks like, though no two weeks are exactly the same.
Client relationship management
Own the relationship with a portfolio of managed service clients. Be their primary point of contact for non-technical matters. Understand their business, their priorities, and their challenges. Build the kind of trust where clients call you before they call anyone else.
Service reviews and reporting
Conduct regular service reviews with clients, presenting performance data, open issues, completed projects, and recommendations for improvement. Prepare clear, honest reports that give clients confidence in the service they are receiving.
Contract and renewal management
Manage contract renewals, ensuring terms remain fair and aligned with the service being delivered. Identify changes in client requirements and work with the team to adjust service agreements accordingly. Handle commercial discussions with professionalism and transparency.
Opportunity identification
Identify opportunities to improve client environments through additional services, upgrades, or projects. Present recommendations based on genuine business benefit, not sales targets. Your role is to advise, not to sell.
Internal coordination
Work with our Service Desk, Projects, and Security teams to ensure clients receive a cohesive service. Escalate concerns, relay feedback, and ensure the technical teams understand client priorities and context.
Client onboarding
Support the onboarding of new clients, ensuring a smooth transition from their previous provider. Coordinate documentation, introductions, and the initial service setup to give every new client a strong start.
The skills and experience we are looking for.
The skills, experience, and qualities that will help you succeed in this role. If you meet most of these but not all, we still want to hear from you.
Account management experience
At least two years of experience in account management, client services, or customer success. Experience in the IT, MSP, or technology sector is a strong advantage but not essential if you have the right attitude and aptitude.
Relationship building
A natural ability to build trust and rapport with business owners, IT managers, and senior stakeholders. You are personable, professional, and genuinely interested in understanding what your clients need.
Commercial awareness
Understanding of commercial principles including contracts, margins, and value-based pricing. Comfortable discussing budgets and renewals with senior decision-makers. You do not need a finance background, but you should understand the numbers.
Communication and presentation
Excellent written and verbal communication skills. Ability to present service reports and recommendations clearly and confidently to non-technical audiences. Comfortable leading meetings and facilitating discussions.
Organisation and follow-through
Ability to manage multiple client relationships simultaneously without dropping the ball. You keep promises, follow up on actions, and maintain accurate records of every interaction.
Technical awareness
You do not need to be technical, but you should be comfortable discussing IT concepts at a high level. Understanding of managed services, Microsoft 365, cybersecurity basics, and common business technology is helpful.
Not essential, but nice to have.
These are not requirements, but they would be a bonus. If you have any of the following, mention it in your application.
MSP sector experience
Previous experience working in a managed IT services or MSP environment, understanding the service delivery model.
CRM proficiency
Familiarity with CRM platforms such as HubSpot, Salesforce, or ConnectWise for managing client relationships and activity.
Service review experience
Experience conducting quarterly business reviews or structured service reviews with clients.
ITIL awareness
Understanding of ITIL or other service management frameworks and how they apply to managed services.
Contract management
Experience with contract management, procurement processes, or commercial negotiations in a services context.
Technical curiosity
Genuine interest in understanding how technology works, even if your role is not hands-on technical.
What you get when you join Bigfoot.
We believe the best work comes from people who feel supported, challenged, and valued. Here is what you get when you join Bigfoot.
Competitive salary
Performance-based elements tied to client satisfaction and retention, not aggressive upselling targets.
Genuine portfolio
A manageable number of clients that you can genuinely help, not a volume game.
Strong technical team
You will be backed by engineers who deliver on the promises you make to clients.
Training and development
Investment in IT service management, commercial skills, and leadership development.
Flexible working
Office-based with client visits and the option to work from home when appropriate.
Long-term culture
A company that values long-term relationships over short-term wins. We keep our clients for years.
Interested? Apply for this role today.
Fill out the form and attach your CV. We review every application personally and aim to respond within five working days.
If you have questions before applying, email us at careers@bigfootnetworks.co.uk.
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