Internal Account Manager

About The Role

The Internal Account Manager serves as a key member of the virtual account team and acts as an extension to the Account Manager, removing non-strategic sales activity and allowing Sales to focus on both growth and strategic engagement. This role should ensure timely response and resolution to requests, protecting customer satisfaction and is critical in ensuring revenue realisation, margin protection and customer retention.

Key duties and responsibilities are

• Customer First Point of Contact
• Be the primary point of customer contact for day-to-day transactional sales activity and customer queries
• Own customer communications, developing relationships with procurement and IT stakeholders
• Providing pricing, quotations and standard commercial proposals within agreed frameworks
• Identify and explore upsell and customer development opportunities, engaging client directors and/or business development representatives where relevant
• Demonstrate a clear understanding of customers’ business and technology needs
• Internal Account Management
• Own the internal commercial relationship for all live customers.
• Act as the internal point of accountability for:
• Cntract scope
• Cmmercial terms
• SLAs and entitlements
• Change requests
• Support external Account Managers / Customer Success with:
• Accunt intelligence
• Cmcommercial insights
• Risk identificatin
• CRM Custmer & opportunity maintenance
• Identify upsell, cross-sell and renewal risks from an operational and commercial perspective.
• Order Management & Sales Handover
• Own the post-sale handover process from Sales to Operations.
• Validate all orders for:
• Commercial accuracy
• Scope clarity
• Delivery feasibility
• Prevent poor-quality deals entering delivery.
• Resolve contract discrepancies and misaligned expectations.
• Fulfilment & Delivery Coordination
• Coordinate with Operations, Engineering and Service teams to ensure timely delivery.
• Track fulfilment milestones and service activation.
• Act as escalation owner for delivery risks.
• Ensure what is delivered matches what was sold.
• Revenue Realisation (Order-to-Cash)
• Own the commercial execution of revenue:
• Billing setup
• Pricing validation
• Invoice accuracy
• Revenue leakage prevention
• Partner with Finance on:
• Dispute resolution
• Credit control support
• Contract changes and amendments
• Customer Onboarding & Experience

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