Account Manager at Timebender… · Remote

Job Title: Account Manager

Location: Remote / Hybrid

Salary: £60,000 - £70,000 basic + OTE Contract Type: Full-time, permanent

About Us

ICS.AI is the UK's market leader in Artificial Intelligence (AI) solutions for public sector organisations, partnering with over 20 councils and educational institutions to revolutionise public service delivery. As a Microsoft co-sell partner, we combine cutting-edge AI technology with deep sector expertise to deliver exceptional value through our core solutions - AI Transformation, AI Contact Centres, AI Staff Copilots, Social Care AI Copilots and "AI for All". With our head office in Basingstoke, delivery office in Leamington Spa, and satellite offices throughout the UK, we're transforming how the public sector delivers services.

About the Role

We are seeking an experienced Account Manager to nurture and develop existing customer relationships across local government and higher/further education sectors. This role combines strategic account management with commercial awareness to maximise customer value and identify organic growth opportunities within our established client base. Working closely with our Customer Success Manager and delivery teams, you'll serve as the primary commercial relationship owner, ensuring exceptional customer experience while developing comprehensive account strategies that drive sustainable business growth.

Key Responsibilities

The Account Manager is responsible for managing and developing existing customer accounts within ICS.AI's portfolio, serving as the single point of commercial contact for all account-related activities. This role focuses on protecting recurring revenues (licence renewals), drive consulting revenue growth through deepening customer relationships and identifying opportunities for growth and manage commercial efficiency by coordinating commercial aspects of service delivery.

Working collaboratively with the Customer Success Manager, delivery teams, and partner organisations, the Account Manager ensures seamless customer experience while maintaining commercial awareness of expansion opportunities. The role combines relationship management expertise with commercial acumen, supported by a performance-based compensation structure that includes a commission element tied to licence renewal and net new consultancy.

This position requires a strategic relationship manager with strong commercial awareness who can navigate complex customer organisations, understand their evolving needs, and position ICS.AI as a trusted long-term partner. The ideal candidate will demonstrate experience in account management, commercial coordination, and the ability to leverage modern productivity tools, including generative AI, to enhance performance and support others in maximising their effectiveness.

The primary duties will include

• Manage existing accounts within ICS.AI as single point of commercial contact for assigned customer portfolio
• Coordinate with delivery team and own the commercial relationship for change requests and new phases of existing contracts
• Develop and maintain comprehensive account plans for each account including ICS.AI product and service penetration matrices
• Work closely with the Customer Success Manager attending Service Reviews, project updates, and project boards to ensure fantastic customer experience
• Facilitate and ensure renewal are completed in a timely manner
• Own all commercial actions and follow-through to ensure customer satisfaction and growth opportunities
• Bring in new business sellers when expansion opportunities arise, working jointly to close deals
• Work collaboratively with partner account teams (Microsoft, etc.) to leverage their activities and joint opportunities
• Utilise and promote adoption of generative AI tools to increase productivity and help others get the most out of these technologies

Required Skills and Experience: To succeed in this role, an Account Manager should have:

• Strategic account management experience (4 years) with proven ability and who is resilient, diplomatic and who can develop and execute comprehensive account plans and penetration strategies
• Commercial awareness to identify opportunities, strong negotiation skills and not easily outmanoeuvred by demanding customers
• Relationship building skills to serve as trusted advisor, able to handle senior stakeholder relationships inside larger organisation
• Collaborative approach to work effectively with Customer Success, delivery teams, and external partners including Microsoft account teams
• Market insight to understand customer landscapes, competitive positioning, and share of wallet opportunities across ICS.AI services
• Communication excellence to facilitate meetings, presentations, and strategic discussions including Service Reviews and other client engagement meetings
• Technology proficiency including experience with generative AI tools to enhance productivity and support team effectiveness
• Degree in Business, Sales, Marketing, or related field (desired)

What We Offer

• Flexible and remote working options
• Enhanced pension scheme (5% employer contribution)
• 25 days of holiday plus bank holidays
• £1,200 annual work-from-home allowance
• Private healthcare package (Vitality)

Eligibility Requirements - Applicants must have the legal right to work in the UK. Unfortunately, we cannot offer visa sponsorship for this role.

A full Role Profile is available upon request.