INNOVATE is one of Ireland's leading Managed Service Providers, delivering secure, cloud-first, and high-performance technology solutions. We design, deliver, and manage IT and communications environments that enable organisations to operate securely and efficiently, from the desktop to the datacentre.
Our focus is on building long-term partnerships, helping clients navigate digital transformation through innovative, secure, and scalable solutions.
About the Role
The Account Manager owns the commercial relationship and growth of a defined portfolio of INNOVATE's managed services clients, acting as the primary point of commercial contact and trusted advisor. This is a role of real commercial weight: the holder is accountable for protecting and growing recurring revenue, sustaining high client satisfaction and retention, and ensuring each client continues to see INNOVATE as integral to their business.
Beyond managing the portfolio, the Account Manager is expected to understand each client's business and strategic direction well enough to identify where INNOVATE can add value through new and expanded services, and to feed that insight back into INNOVATE's own strategic roadmap. The role therefore operates as a two-way conduit: translating INNOVATE's capabilities into client outcomes, and translating client direction into opportunities for INNOVATE.
The company reserves the right to amend and adapt key accountabilities as required to meet business needs.
REPORTING & MANDATE
Reporting to the Senior Account Manager, the Account Manager holds full ownership of their portfolio. They are trusted to manage their client relationships, commercial conversations and pipeline independently, escalating where appropriate but operating as the accountable owner of outcomes within their book.
KEY ACCOUNTABILITIES
- Own the commercial relationship and growth of a defined portfolio of MSP clients (SME / mid-market), acting as the primary commercial and relationship contact.
- Be accountable for revenue retention and growth across the portfolio thus protecting recurring revenue and proactively expanding it.
- Develop and sustain trusted-advisor relationships with both IT and business stakeholders, up to and including senior decision-makers.
- Understand each client's business, priorities and strategic roadmap deeply enough to anticipate needs and identify where INNOVATE can support them with new or expanded services.
- Feed client and market insight back into INNOVATE to help shape and inform INNOVATE's strategic roadmap and service development.
- Proactively identify and convert upsell and cross-sell opportunities across INNOVATE's solution set, including cloud, infrastructure, networking, security and compliance-aligned services.
- Own and maintain an accurate pipeline at all times, ensuring value, probability and expected close dates are consistently current and forecast with discipline.
- Prepare and lead proposals, renewals and Quarterly Business Reviews (QBRs) that demonstrate value and reinforce the client relationship.
- Work closely with technical, service delivery and procurement teams to ensure solutions are deliverable and client expectations are met.
- While the portfolio is the priority, new business development is encouraged and new opportunities count towards target achievement.
MEASURES OF SUCCESS
Performance in the role will be assessed against a combination of commercial outcomes and relationship quality, including:
- Net revenue retention and portfolio revenue growth.
- Client retention and reduction of avoidable churn.
- Demonstrable client satisfaction and the strength of stakeholder relationships.
- Pipeline coverage and quality, and accuracy of forecasting.
- Consistency of QBR cadence and the quality of strategic engagement with clients.
- Quality and usefulness of client insight fed back to inform INNOVATE's roadmap.
REQUIRED COMPETENCIES
COMMERCIAL & OWNERSHIP
- Accountability & ownership — takes full ownership of portfolio outcomes; does not wait to be directed and follows through to closure.
- Commercial acumen — understands how clients buy and where value lies; builds and defends commercially sound propositions.
- Negotiation — secures sustainable commercial outcomes that protect both margin and the relationship.
- Forecasting & pipeline discipline — maintains a rigorous, accurate view of the pipeline and forecasts reliably.
- Results orientation — driven by retention and growth targets and motivated to exceed them.
CLIENT & DOMAIN
- Client business understanding — grasps each client's business model, priorities and strategic direction, not just their IT estate.
- Opportunity identification — translates an understanding of the client's direction into concrete opportunities for INNOVATE.
- Technical & solution fluency — sufficient command of INNOVATE's solution set to hold credible conversations and match solutions to need.
RELATIONSHIP & BEHAVIOURAL
- Trusted-advisor relationship building — earns the confidence of technical and business stakeholders alike.
- Stakeholder influence & communication — communicates clearly and persuasively with technical and non-technical audiences, including at senior level.
- Self-direction & initiative — a genuine self-starter who builds and advances their own activity without close supervision.
- Collaboration — works effectively across technical, service delivery and procurement teams to deliver for the client.
REQUIRED EXPERIENCE & QUALIFICATIONS
- 3+ years in an Account Manager role within an IT MSP.
- Hands-on experience selling across: Microsoft Azure and Microsoft 365; on-premise server hardware and virtualisation; networking (LAN, firewall, WiFi); cyber security solutions; and risk, governance and compliance-driven projects.
- Proven record of account growth and retention within a recurring-revenue environment.
- Strong commercial and negotiation skills.
- Well-organised, CRM-driven approach to managing accounts and pipeline.
DESIRABLE
- Microsoft certifications (Azure, M365, Security).
- Knowledge of ISO 27001, NIS2, GDPR, SOC or similar frameworks.
- Full Irish driving licence.
PACKAGE
The role offers a competitive package comprising a base salary and commission, reflecting the commercial accountability and growth focus of the role.
Pay: From €55,000.00 per year
Benefits:
- Company pension
- On-site parking
Work Location: In person
