Account Manager (Technical Focus) - Essex/ London

About Arc:
Arc is a UK-based Managed Service Provider helping organisations get real value from technology. We design, deliver and support IT services that keep customers secure, productive and scalable. Our services cover end-user computing and service desk, through to private cloud, Microsoft Azure infrastructure, networking and managed security services.

Role Overview

We are looking for an Account Manager with a strong technical foundation to manage and grow a portfolio of existing customers. This role is suited to someone with experience working within a UK MSP environment who understands how managed services operate, both commercially and technically.

You will act as the main point of contact for customers, owning the relationship, identifying opportunities and working closely with service delivery and technical teams to ensure solutions are delivered correctly. You will work within a structured sales process that prioritises long-term customer value over short-term transactional sales.

Key Responsibilities

• Own and manage a portfolio of existing customers as their primary commercial contact

• Build trusted relationships with IT managers, technical stakeholders and business decision makers

• Work to a defined sales process, focused on solving customer problems and creating long-term value rather than pushing products

• Understand customer environments across desktop support, service desk, private cloud, Microsoft Azure, networking, backup, disaster recovery and managed security

• Identify upsell and cross-sell opportunities aligned to genuine customer needs

• Work closely with technical teams to scope, document and deliver solutions

• Support contract renewals, pricing discussions and service changes

• Maintain strong sales administration standards, ensuring CRM data, forecasting and account records are accurate and up to date

• Proactively manage account health, customer satisfaction and retention

• Attend customer review meetings and contribute to ongoing service improvement

Required Skills and Experience

• Experience working as an Account Manager within a UK MSP or IT services provider

• Strong understanding of managed IT services including desktop support, cloud infrastructure and security services

• Confidence discussing a range of IT services and solutions with customers and internal teams

• Strong written and verbal communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences

• A strong customer service ethos, with a genuine focus on doing the right thing for customers

• Demonstrable grit, determination and a strong work ethic

• Strong organisational and sales administration skills, with high standards for CRM hygiene and use of internal systems and tools

• Commercial awareness, with experience managing renewals, pipeline and account growth

Preferred Skills and Experience

• Previous experience in a technical role such as service desk, desktop support or infrastructure

• Familiarity with ITIL based service delivery

• Experience with Microsoft Azure, Microsoft 365 and common MSP security tooling

Team Culture and Ways of Working

The Arc sales team is a demanding but rewarding place to work. We set high standards for ourselves and each other, and we take ownership of outcomes rather than excuses. Our culture is built around trust, accountability and doing the right thing for our customers.

We have a strong spirit of continuous improvement and are always looking for better ways to work, improve service quality and deliver more value. Consistent learning is a core expectation, whether that is developing technical knowledge, sharpening commercial skills or learning from mistakes.

This role will suit someone who is comfortable being challenged, open to feedback, motivated by growth and prepared to work hard to succeed.

Why Join Arc

• A strong fast growth UK MSP with strong technical depth and outstanding customer service.

• Competitive salary with achievable commission

• Flexible working options including hybrid working

• High performance but supportive team culture

• Clear opportunities for progression and development

• A dynamic and supportive working environment.

• Opportunities for career progression within the company.

• Ongoing training and professional development.

Key Points:

Diversity & Inclusion: We celebrate diverse backgrounds and perspectives; they make us stronger. If you’re excited about this role, apply even if your experience doesn’t align perfectly. If not this one, you could be just the right fit for other roles we are recruiting for. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

UK Right to Work: All applicants must have the right to live and work in the UK. We cannot offer sponsorship at this time.

Accessibility: We are committed to providing reasonable adjustments for any candidates with disabilities. If you require adjustments, please outline these requirements in your application.