Hybrid Account Manager

Job Description

We are looking for a driven and customer-focused Hybrid Account Manager to join our Public Sector Managed Accounts Team. In this role, you will be responsible for managing a portfolio of public sector customers, including schools, Multi-Academy Trusts, NHS organisations, local authorities, housing associations, charities, and other public sector bodies.

You will develop long-term strategic relationships, identify opportunities to support customers' digital transformation journeys, and drive sustainable revenue growth across managed services, connectivity, cloud, cyber security, communications, and professional services.

The successful candidate will combine commercial acumen with a consultative approach, ensuring customers receive exceptional service while helping them achieve their operational, educational, clinical, and organisational objectives.

Key Responsibilities

• Manage and develop a portfolio of approximately 100+ public sector accounts, driving customer retention, revenue growth, and service adoption.
• Build trusted relationships with key stakeholders, including Headteachers, Chief Financial Officers, Chief Information Officers, IT Directors, Business Managers, Digital Leads, and Procurement Teams.
• Develop strategic account plans aligned to customer priorities, funding cycles, digital strategies, and technology roadmaps.
• Identify and deliver upsell and cross-sell opportunities across managed IT services, cyber security, cloud solutions, Microsoft licensing, networking, telephony, data backup, and professional services.
• Conduct regular account reviews and executive business reviews, providing customers with service updates, performance insights, risk mitigation plans, and strategic recommendations.
• Act as the primary point of contact for assigned accounts, ensuring a high level of customer satisfaction and effective issue resolution.
• Work collaboratively with internal Service Delivery, Professional Services, Technical Pre-Sales, Project Management, Renewals, Bid Management, and Customer Success teams to ensure successful service delivery.
• Maintain a strong understanding of public sector frameworks, procurement routes, funding opportunities, and compliance requirements, including Crown Commercial Service (CCS), NHS procurement frameworks, and DfE standards where applicable.
• Support contract renewals, negotiations, and commercial discussions while maintaining profitability and customer value.
• Maintain accurate customer records, pipeline opportunities, forecasts, and account activity within HubSpot and associated business systems.
• Identify emerging market trends, funding initiatives, regulatory changes, and competitive activity within the public sector landscape and share insights with the wider business.
• Achieve and exceed retention, growth, customer satisfaction, and revenue targets.