Hybrid Account Manager

Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.

Since 2000, we’ve been keeping businesses connected.

At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.

Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

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.

Essential Qualifications & Experience

• Proven experience in account management, customer success, or business development within an IT, telecommunications, managed services, cloud, or technology environment.
• Strong relationship-building skills with the ability to engage senior stakeholders and decision-makers.
• Excellent communication, presentation, and negotiation skills.
• Demonstrated ability to identify customer challenges and position consultative technology solutions.
• Strong commercial awareness with experience managing contract renewals, pipeline opportunities, and sales forecasts.
• Experience using CRM platforms such as HubSpot, Salesforce, or Microsoft Dynamics.
• Excellent organisational skills and the ability to manage multiple customer relationships simultaneously.
• Self-motivated, proactive, and results-oriented with a strong focus on customer outcomes.
• Full UK driving licence and willingness to travel to customer sites when required.

Preferred Qualifications & Experience

• Experience working with public sector organisations, including Education, NHS, Local Government, Housing Associations, or Charities.
• Knowledge of Microsoft 365, Azure, Cyber Security, Managed Services, Connectivity, Unified Communications, or Cloud solutions.
• Understanding of public sector procurement frameworks and tender processes.
• Familiarity with DfE Digital & Technology Standards, Cyber Essentials, NHS Digital requirements, or public sector compliance frameworks.
• Experience managing complex multi-site or multi-stakeholder customer environments.

We are committed to building a diverse and inclusive workforce. We welcome applicants from all backgrounds and experiences to apply and bring their unique perspectives to our team.

At Wavenet, we provide more than just a job; we create an exceptional environment with a broad range of benefits to support your success from day one. With us, you’ll receive a competitive starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and extensive health and wellbeing programs, all supported by our dedicated Wellbeing Team.

Here’s a closer look at what we offer:

• Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet. 
• Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days—our way of expressing appreciation for your dedication.
• Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team.
• Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.

Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team.