ITVET Technology Solutions

Account Manager

• Own a portfolio of large and medium clients.
• Act as contract and escalation owner for assigned accounts.
• Lead complex client conversations around security, risk, and lifecycle planning.
• Deliver structured in-person and remote client reviews annually.
• Manage client onboarding sign-offs.
• Ensure all clients meet ITVET Minimum Security Standards.
• Balance client needs with commercial viability.
• Support complex solution discussions.
• Support training and development of CRMs and Coordinators.
• Act as a senior escalation point.
• Help uphold consistent standards across the CRM function.

Senior Client Relationship Manager

Manager

• Line-manage Client Relationship Coordinators, Client Relationship Managers, and Senior Client Relationship Managers.
• Conduct regular 1-1 meetings, performance reviews, and development planning.
• Support onboarding, training, and progression within the CRM team.
• Act as a point of escalation for team or performance-related matters.
• Own sales performance across the CRM team, ensuring targets are met in a sustainable and client-first manner.
• Oversee opportunity management, quoting standards, and response times.
• Maintain and deliver sales and product training for the CRM team.
• Support complex or high-value commercial discussions where required.
• Ensure consistent standards of client engagement and communication across all CRM roles.
• Oversee account allocation and capacity planning to balance workload and client needs.
• Monitor client sentiment, feedback, and escalation trends.
• Act as an escalation point for key client concerns or complaints.
• Ensure CRM processes, documentation, and systems are used consistently and accurately.
• Maintain product and service documentation in collaboration with senior team members.
• Support adherence to service levels, security standards, and compliance requirements.
• Drive continuous improvement across CRM processes and ways of working.
• Work closely with Service Desk, Projects, Consultancy, and Procurement teams to ensure joined-up delivery.
• Support leadership initiatives relating to client engagement, retention, and growth.

Senior Client Relationship Manager

Client Relationship Team Manager