Global Account Manager

EDUCATION AND EXPERIENCE

• Proven track record in global or strategic account management within IT Managed Services, Cloud or XaaS environments
• Demonstrable experience of retaining and renewing recurring managed services contracts while growing revenue within existing customers
• Strong understanding of cloud architectures (Private, Hybrid and Public), virtualisation and service models (IaaS, PaaS and SaaS)
• Experience developing account plans, identifying whitespace and converting net-new opportunities across established customer estates
• Exceptional commercial awareness, negotiation capability and confidence managing renewals, pricing and contract discussions
• Strong stakeholder-management skills, with experience building trusted relationships across IT, procurement, finance and C-suite audiences
• Experience working collaboratively with service delivery and technical teams to maintain customer satisfaction and shape relevant solutions
• Familiarity with CRM platforms such as Salesforce or HubSpot, including account planning, opportunity management, forecasting and renewal tracking
• KEY JOB ELEMENTS
• Own and develop a portfolio of existing global customers, acting as the primary commercial contact and trusted adviser throughout the relationship
• Build and maintain strategic account plans covering customer objectives, stakeholder maps, installed services, renewal dates, risks and growth opportunities
• Protect recurring revenue by managing the renewal of existing services proactively, ensuring commercial, contractual and operational actions are completed ahead of expiry
• Identify and convert net-new opportunities within existing accounts across Private Cloud, Hybrid Cloud, XaaS and wider Creative ITC services
• Develop strong, multi-level relationships with decision-makers and influencers across IT, procurement, finance and C-suite functions
• Lead regular strategic account reviews and customer meetings, demonstrating service value, understanding future priorities and agreeing clear actions
• Work closely with Service Delivery Managers, technical specialists and solution teams to address customer needs, resolve commercial risks and develop relevant proposals
• Lead the commercial sales cycle for account-growth opportunities, from discovery and qualification through solution development, proposal, negotiation and contract signature
• Maintain accurate CRM records, account plans, opportunity forecasts, renewal schedules and customer-risk reporting
• Represent the customer internally, ensuring commitments are understood, concerns are escalated appropriately and the wider Creative ITC team remains aligned to agreed outcomes
• PERSON SPECIFICATION
• Relationship-led and customer-focused, with the credibility to become a trusted long-term contact
• Skilled at building rapport and maintaining effective relationships across different cultures, regions and levels of seniority
• Commercially astute, able to balance customer value, retention, growth and margin
• Proactive in identifying customer needs, renewal risks and account-growth opportunities before they become urgent
• A consultative listener who asks effective questions and translates customer priorities into clear commercial actions
• Confident managing challenging conversations, service concerns, negotiations and competing stakeholder expectations
• Highly organised, with disciplined account planning, documentation, follow-up and attention to contract and renewal dates
• Collaborative and influential, able to coordinate sales, service delivery, technical and commercial stakeholders without direct authority
• Clear, concise and credible communicator in customer meetings, presentations and written correspondence
• Dependable, responsive and accountable, following through on commitments and maintaining customer trust
• Strategic and curious, with a genuine interest in the customer’s business, technology environment and long-term objectives
• We are an equal opportunity employer and value diversity in our workforce. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. We are committed to creating an inclusive environment where everyone can thrive.