Internal Account Manager Sales Support Administrator

Company Overview:  

Established in 2006, FluidOne is an award-winning provider of secure Connected Cloud Solutions with a £110m turnover and consistently one of the highest Net Promoter Scores (NPS) in the industry. FluidOne has a strong company culture enjoyed by 460 staff and was ranked in the UK top 50 large companies to work for in the Best Companies awards 2023.  

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. 

Role Overview: 

 The Internal Account Manager will be responsible for managing and developing our smaller customer accounts, ensuring regular contact, strong day-to-day relationship management and a consistently high level of customer service. The role will focus on keeping these customers engaged, identifying opportunities for retention and growth, and making sure their requirements are handled efficiently. Sitting within the Sales Support team, the role will also provide practical sales support across the wider account base, including gathering requirements, obtaining pricing, preparing and submitting quotes, processing orders, maintaining accurate account records and supporting the External Account Manager where required. This hybrid position combines proactive account management with the administrative, logistical and operational support needed to keep customer accounts moving.  

Responsibilities:

• Small customer account management: Take ownership of a defined portfolio of smaller customer accounts, ensuring they receive regular contact, proactive support and a consistent level of service.
• Customer engagement and relationship management: Build strong day-to-day relationships with customers, understand their business requirements and act as a reliable internal point of contact for account queries and support.
• Retention and growth activity: Identify opportunities to retain, develop and grow smaller customer accounts through regular check-ins, quote follow-ups, renewal conversations and awareness of additional customer needs.
• Quote generation: Create accurate, timely and commercially appropriate quotes and proposals, working with customers, vendors, distributors, internal teams and the External Account Manager where required.
• Sales support: Provide practical sales support across the wider account base, including gathering requirements, obtaining pricing, preparing customer information and supporting the External Account Manager with account activity.
• Order processing and customer fulfilment: Manage sales orders through the required internal processes, including order entry, validation, internal handover, delivery tracking and support with invoicing or order queries where needed.
• Customer query handling: Respond to customer enquiries relating to pricing, product availability, renewals, delivery schedules, order status and general account support in a timely and professional manner.
• CRM and account record management: Maintain accurate customer records, quote activity, sales opportunities and account notes to support clear reporting, forecasting and account visibility.
• Internal collaboration: Work closely with Sales Support, External Account Management, Procurement, Finance, Service Delivery, Logistics and Operations to ensure customer requirements are progressed smoothly and issues are resolved quickly.
• Sales Support team cover: Support the wider Sales Support function with day-to-day tasks, team cover, shared workloads and other requirements to maintain continuity of service for customers and colleagues.

 Skill 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 dental care
• Employee Assistance Programme (EAP)
• Life assurance (3x salary)
• Sodexo discount platform
• FluidOne breakfast and refreshments on office 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

Send CV with covering letter to recruitment@fluidone.com 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.