Service Account Manager

About Aspire

At Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK. It is an exciting time to join us on our journey as we grow and expand!

Our mission: To deliver technology like no other!

About the role

We are looking for a Service Account Manager to join our Service Delivery team to ensure the delivery of high quality services to Aspire’s customers.

This is a crucial role that allows us to develop positive relationships with our clients; providing a mechanism to understand their ever-changing business requirements and how IT services can be best used to help meet those needs.

The Service Account Manager will take ownership for the overall service experienced by the customer; providing a personalised interface that focuses on ensuring the highest levels of customer satisfaction are achieved and sustained. You will manage complex service situations and work to continuously identify improvements to the way in which services are delivered.

Working collaboratively with customers in support of their IT requirements, you will be able to build long-lasting, mutually beneficial partnerships that focus on providing real value to customers to ensure that they continue to benefit from the services Aspire provide.

As a Service Account Manager, you will conduct an ongoing review of IT service, to help identify and implement opportunities for improvement and optimisation throughout the life of a client’s agreement, whilst also providing advice and guidance with regards to ongoing IT strategy and planning. You will work in conjunction with other internal departments and third parties to enhance business processes and implement positive change across the organisation.

## What you will be doing

• Provide a personalised interface for customers, which focuses on ensuring that the highest levels of client satisfaction are achieved and sustained.
• Conduct regular service review meetings with key stakeholders.
• As part of your service reviews and continual improvement, you will utilise your analytical skills from the ITSM data to identify, create and maintain service improvement plans
• Act as a point of escalation to manage and resolve service issues.
• Identify contract renewal opportunities and work with the sales team to ensure the highest level of customer retention.
• Ensure service delivery standards are continuously improved throughout all areas of the organisation.

You will suit the role if you have

• Previous experience of working within a customer-facing role and a good understanding of business objectives.
• Previous experience working within the IT / Managed Services sector with an understanding of the ITIL v4 framework.
• Understanding of customer business requirements and the ability to translate these into service deliverables
• Excellent analytical and communication skills along with the ability to build strong relationships with both internal and external stakeholders, including c-suite.
• Enthusiastic and resilient attitude with a flexible approach to work.
• A clear understanding of the importance and value of delivering high quality customer care.

Our values

We understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role therefore we provide continuous learning and development at Aspire, which is at the heart of everything we do.

As long as you are passionate, eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.

Salary

£27,000 to £40,000 per annum (depending on experience)

Benefits

Here at Aspire, we offer a great benefits package and a competitive salary. Being a people-centric organisation is what sets us apart – we strive to look after our people in the best way we can! Travel benefits including free parking, subsidized travel passes and much more Health Cash Plan Cycle to Work Scheme Network Benefits Employee Assistance Program Enhanced Annual Leave Entitlement (increasing with length of service) Enhanced Maternity, Paternity and Parental Schemes Enhanced Pension Scheme Home & Tech Purchase Scheme Electric Vehicle Salary Sacrifice Scheme Employee referral scheme New business referral scheme Discounted Gym Membership Life Assurance and Critical Illness cover

Location and Working Arrangements

You will be based at Aspire’s Gateshead head office with travel as required.

## Hours of work 37.5 hours per week, Monday - Friday

## Equality, Inclusion and Diversity at Aspire Aspire is an equal opportunity employer committed to creating a culture that respects and values each other’s differences, that promotes dignity, equality and diversity that encourages individuals to develop their true potential.

## Interview Process We generally conduct interviews in three stages, lasting approximately 2-3 weeks, depending on everyone’s calendars.

Shortlisted candidates will be invited to a pre-screening call via Teams to discuss your experience and what you’re looking for in your next role. Successful candidates will be invited to an interview with the Hiring Manager. If successful in an interview, candidates will be invited to an informal interview with key stakeholders at Aspire to meet the wider team(s).