Account Manager

Camberley

Report to

Commercial Director

Hours

Permanent

Company Overview:

Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £110m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 81 for Q2 2026. Underlying its services is FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 460 staff and was ranked in the top 50 Best Companies to work for in the UK awards 2023 and in the top 25 Technology companies to work for in the UK.

FluidOne supports the needs of 2,000+ customers, including 200 channel resellers, with IT and Cyber Security managed services underpinned by connectivity and communications solutions. A comprehensive managed service provider (MSP), FluidOne has in-house experts that specialise in providing solutions ranging from IT security and disaster recovery, to cloud hosting and Microsoft licence management. As AI becomes a core enabler of innovation, FluidOne’s vision is to lead the way in secure AI adoption, combining innovative Connected Cloud solutions with unmatched expertise and service, empowering businesses to thrive confidently in the AI era. The company consults with its customers to design solutions that complement their in-house IT structures; taking complex hybrid multi-site environments, to make them simple and secure, so end-users can access their business applications wherever they are.

Enterprise IT focuses on delivering comprehensive technology solutions tailored to the complex needs of large-scale organisations. In this realm, managed services play a pivotal role by providing enterprise customers with end-to-end IT support, including network and connectivity management, cloud and hosting solutions, cybersecurity, unified communications, and continuous IT support. These services ensure robust infrastructure management, proactive monitoring, and quick resolution of issues, thereby enhancing operational efficiency and minimising downtime. Managed services for enterprises also encompass strategic IT consulting, seamless systems integration, and compliance management, ensuring that the organisation's IT landscape is secure, scalable, and aligned with business objectives. By leveraging managed services, enterprises can optimise their IT investments, drive innovation, and maintain a competitive edge in the market.

Role Overview:

The Account Manager is responsible for managing, retaining and growing a portfolio of SMB customers who rely on FluidOne as their trusted IT partner.

You will own the commercial relationship with your customers, taking the time to understand their businesses, priorities and challenges. Working closely with our technical and service teams, you will help customers make the right technology decisions and ensure they continue to receive real value from their relationship with FluidOne.

This is a relationship-led role, not just a sales position. You will act as the customer’s trusted advisor, leading regular account reviews, maintaining technology roadmaps and identifying opportunities to improve security, resilience, productivity and performance.

You will also be responsible for protecting and growing recurring revenue across your customer portfolio by managing renewals, identifying opportunities and introducing relevant solutions across Managed IT, Microsoft, Cyber Security, Cloud, Connectivity and Communications.

The successful candidate will be commercially minded, highly organised and passionate about building long-term customer relationships. You do not need to be deeply technical, but you must be curious about technology, confident working with technical specialists and able to explain solutions in clear, business-focused language.

Ultimately, your success will be measured by happy customers who stay with FluidOne, trust your advice and continue to grow their relationship with us.

Responsibilities:

Own and manage a portfolio of SMB customers, acting as their main commercial point of contact and trusted advisor.

Build strong, long-term relationships by developing a deep understanding of each customer’s business, priorities, challenges and future plans.

Lead regular customer meetings, account reviews and QBRs, ensuring clear actions are agreed, documented and followed through.

Work with technical teams to develop and maintain technology roadmaps that align each customer’s IT strategy with their wider business goals.

Retain and protect existing recurring revenue by proactively managing customer satisfaction, renewals, risks and potential churn.

Identify opportunities to grow customer accounts by recommending relevant solutions across Managed IT, Microsoft, Cyber Security, Cloud, Connectivity and Communications.

Maintain an accurate understanding of customer contracts, services, technology environments and upcoming renewal dates.

Develop and manage a healthy pipeline of opportunities across the customer portfolio, maintaining accurate forecasts and CRM records.

Work closely with service delivery, technical, project and support teams to ensure customers receive a consistently high level of service.

Take ownership of commercial issues and customer escalations, coordinating with internal teams to ensure they are resolved effectively and communicated clearly.

Support customers through technology changes, projects and service improvements, ensuring they understand the business value and outcomes.

Achieve agreed targets for customer retention, recurring revenue growth and sales performance.

Stay up to date with developments across the IT and cyber security landscape, helping customers understand emerging risks and opportunities.

Represent FluidOne professionally at customer meetings, events and networking opportunities.

Requirements:

Confident & Proactive attitude

Good communication skills

Good listening skills

Attention to detail

Ability to analyse and ask questions

Follow procedures

Calm under pressure

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Benefits after probationary period

Subsidised Health and subsidised dental care

Employee Assistance programme (EAP)

Life assurance (3 x salary)

Sodexo Discount Platform

FluidOne breakfast and refreshments on working days

Pension contribution- 5% company contribution

Generous Holiday Entitlement

One day off for Birthday

Half price internet connectivity

Ride2Work scheme

Department incentives

* Volunteer day scheme

How To Apply:

Send CV with covering letter to [email protected] with the job title as the subject field.

FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age.