About Us

Missing Link is a dynamic and client-focused IT Managed Service Provider dedicated to delivering top-tier technology solutions to businesses. We offer comprehensive Managed IT support, cloud solutions, cybersecurity services, and strategic consulting to empower our clients to operate efficiently and securely in a digital-first world.

Current vacancy - Account Manager - IT Managed Services

Location - Wigan

Department: Sales

Reports to: Commercial Director

Job Type: Full-Time

Job Summary

We are seeking a proactive and client-oriented Account Manager to join our growing team. In this role, you will be responsible for maintaining and expanding relationships with our existing clients, ensuring their satisfaction, and aligning IT solutions with their business goals. You will conduct regular Technical Business Reviews (TBRs), oversee billing and renewals, identify opportunities for upselling, and collaborate with internal teams to deliver exceptional service.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned client accounts.

• Build and nurture strong, long-term relationships with stakeholders at all levels.

• Act as the client advocate within the organization.

Technical Business Reviews (TBRs)

• Schedule and lead quarterly TBRs with clients to review IT performance, service metrics, project updates, and strategic alignment.

• Present performance data and provide recommendations for service improvements or technology upgrades.

• Identify risk areas and propose mitigation strategies.

Billing & Renewals

• Manage contract renewals, ensuring timely and accurate billing.

• Assist clients in understanding invoicing details, cost allocations, and service changes.

• Coordinate with the finance team to resolve any billing queries.

Strategic Planning & Upselling

• Identify new revenue opportunities through upselling and cross-selling our core services (e.g., cloud services, cybersecurity, backup solutions, hardware/software, etc.).

• Develop IT roadmaps and align services with the client’s evolving business goals.

• Collaborate with the technical team to propose and scope new solutions.

Performance Tracking & Reporting

• Monitor service delivery metrics (e.g., SLA adherence, ticket trends, uptime, etc.).

• Create and share customized client reports that provide insights into service performance.

• Use client feedback to inform service delivery improvements.

Internal Collaboration

• Work closely with technical teams, project managers, and the service desk to ensure client satisfaction and service continuity.

• Escalate and follow through on client
concerns until resolution.

Required Skills & Qualifications

• Proven experience in account management, client success, or sales in the IT services or MSP industry.

• Strong understanding of IT infrastructure, cloud services, cybersecurity, and managed services.

• Excellent communication and interpersonal skills.

• Ability to analyse technical reports
   and present them in business-friendly
   language.

• Highly organised with strong attention to detail and time management.

• Proficiency in CRM systems and MS Office.

Preferred Qualifications

•  Experience conducting Technical Business Reviews or client performance reviews.

•  Familiarity with PSA and RMM tools

•  Experience in strategic account planning and client lifecycle management.

What We Offer

•  Competitive salary and performance - based bonuses.

•  Health, and company pension.

•  Ongoing professional development and certification opportunities.

•  A collaborative and innovative work environment.

How to apply

Interested candidates should submit their CV and a cover letter outlining their suitability for the role to careers@mlinkuk.com.