Internal Account Manager

Job Title: Internal Account Manager

Job location: Brighton – Office Based

Job Type: Permanent, full-time

Salary: Competitive, details on application

Reports to: Chief Commercial Officer

Driving License: A full UK driving license is required

Travel: Occasional travel to client sites may be required

Company Vehicle: Na, pool vehicles available for client visits

About Trident

At Trident, we make IT a source of strength — helping organisations thrive so they can better support the people who rely on them every day.

We’ve built a different kind of partnership — one that puts people first. We work side by side with our clients to make sure their technology is reliable, built for purpose, and designed to support modern ways of working. When that happens, people achieve more, teams feel supported, and organisations become stronger. 

For more information about who we are and what we do, visit our website https://trident.co.uk/.

Job Overview

The Internal Account Manager supports Relationship Managers by co-managing client accounts and delivering exceptional service. Acting as the primary daily point of contact for assigned clients, the role involves managing communications, addressing inquiries, and coordinating with internal teams to meet client expectations. The role aims to reduce the day-to-day workload of Relationship Managers, enabling them to focus on strategic growth and client acquisition and revenue generation.

Key Responsibilities

Client Account Management

• Serve as a primary daily point of contact for clients, handling inquiries and requests.
• Work closely with Relationship Managers to co-manage client accounts and ensure client satisfaction.
• Build and maintain strong relationships with key decision-makers in assigned accounts.
• Understand and document each client's unique needs to provide tailored solutions.
• Develop and maintain a deep knowledge of the individual requirements of each account. Utilising Company CRM and other client management tools.

Collaboration & Coordination

• Coordinate with internal departments such as technical support, operations, and purchasing to ensure seamless service delivery.
• Attend remote and onsite client meetings independently or alongside Relationship Managers as required.
• Act as a liaison between clients and internal teams to align and enhance service delivery.

Sales & Opportunity Development

• Support Relationship Managers in identifying opportunities to promote Trident’s products and services.
• Assist in preparing proposals, raising quotations, and managing tenders.
• Proactively identify growth opportunities within existing accounts.

Administrative Support

• Maintain accurate and up-to-date client records, including managing, reviewing, and closing service tickets.
• Source and specify IT hardware and software, negotiating the best prices and terms.
• Handle bookings, account documentation, and general administrative tasks efficiently.

Problem Solving & Client Advocacy

• Act as a trusted advisor to clients, guiding them toward solutions that address their challenges.
• Proactively manage complaints and escalations, working collaboratively with Relationship Managers, SLT and other internal teams to resolve issues efficiently.
• Track escalations to resolution and follow up to ensure client satisfaction.

Experience & Skills

Experience:

• Proven experience in business-to-business account management or customer-facing roles.
• Familiarity with IT products, services, and the technology landscape (preferred but not essential).

Skills:

• Organisational Skills: Detail-focused, demonstrated ability to effectively manage multiple tasks and priorities.
• Independent Decision making. Utilise available tools, information, teams and resources to make informed decisions and demonstrate the ability to take the initiative.
• Communication Skills: Excellent verbal and written communication abilities to engage with clients, stakeholders and internal teams.
• Analytical Skills: Ability to assess client feedback, requests, and opportunities to provide actionable insights. 
• Customer Service: A solution-oriented mindset and commitment to providing exceptional service.

Additional Requirements:

• Valid driving licence.

Key Success Metrics

A successful Internal Account Manager should enable Relationship Managers to feel confident that their clients are being carefully looked after, with clear communication and seamless support. This includes demonstrating ownership of tasks and delivering measurable value to clients.

The Internal Account Manager will be able to demonstrate:

• Development of skills and knowledge for potential progression to a Relationship Manager role.
• Improved client satisfaction and retention rates.
• Identification and follow-through on opportunities for account growth.
• Quality and promptness of administrative tasks, including CRM updates and ticket management.

Why Join Trident?

• Help lead and shape the future of Trident’s technical service operations.
• Empower and develop a talented team across multiple disciplines.
• Influence company-wide service strategy and client experience.
• Be part of a leadership culture that values collaboration, learning, and continuous improvement.

Benefits

• 33 days of annual leave (including bank holidays), rising by one day per year of service up to 40 days.
• Wellbeing - Access to Bupa EAP (Employee Assistance Program) for you and your family.
• ‘Cycle to Work’ scheme.
• Access to vendor pricing for personal IT hardware and software purchases.
• Access to Microsoft Workplace Discount Program – Save up to 10% on Surface devices and 30% on Microsoft 365 subscriptions. Click here.
• Central office location – a 15-minute walk from Brighton train station, 10-minute local bus routes and short work from local shops, restaurants, and bars.
• “Smart business casual” dress code with dress down Friday raising money for the local charities.
• Regular social and team-building events.
• ‘Refer a friend’ recruitment bonus scheme.
• Social spaces in Trident’s office for staff to connect – Bar, pool tables, table tennis, arcade, etc.