SMB Account Manager
Position Summary
About Claranet Founded at the beginning of the dot.com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries. At Claranet, we’re experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We’re committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business. We are agile, focused and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services. In the UK we have over 500 staff working in London, Gloucester, Warrington, Leeds or as homeworkers. Working For Claranet Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean it). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms and app supported benefit access. But what we think makes us different is ‘Team Claranet,’ our dedicated internal part of the business that supports you with matters close to your heart. We proudly support local charities in each of our office locations, support employees with paid charity leave, organise key charity fundraising event per year and have a dedicated committee responsible for supporting employee’s fundraising efforts. Our Vision Our vision is to become the most trusted technology solutions partner; renowned for being the best and brightest, having lasting impact with our customers and delivering exceptional returns to our stakeholders. Overview As an SMB Account Manager at Claranet, you’ll play a pivotal role in helping customers modernise their businesses through technology. You’ll take ownership of a large and diverse portfolio of SMB customers, building trusted relationships, renewing long term partnerships, and uncovering opportunities to grow accounts through additional services and solutions. Your customer base will be a mix of customer, with predominantly Cybersecurity or Network solutions. A key part of the role will be identifying the different routes to cross sell our portfolio and grow these accounts. This is a fast paced, customer centric role that blends renewals, inbound sales, and consultative account management. You’ll work closely with internal specialists across solutions, customer service, and commercial teams to ensure customers get real value from Claranet’s portfolio, while developing your own commercial skills in a supportive, collaborative sales environment. If you enjoy engaging with customers, spotting opportunities, and making a measurable impact on revenue while being part of a business that invests in its people and technology, this role offers an excellent platform to grow your sales career. Duties and Responsibilities Essential Roles & Responsibilities Outbound Sales • Drive campaigns in our Security portfolio to deliver growth in our strategic focus areas • Engage in cross sell campaigns from the wider portfolio Renewals Management • Manage customer renewals from initial engagement through to closure • Ensure timely engagement with repeat Cyber customers to win and retain their business • Identify upsell opportunities during the renewal process and promote higher-tier services or additional products Inbound Sales • Handle inbound customer enquiries, quality needs and convert them into sales opportunities • Drive these opportunities through the pipeline to closure, ensuring customer satisfaction and commercial success Customer Engagement & Support • Leverage internal support teams, including customer service and solution architects, to address customer issues and build tailored solutions • Resolve contract and pricing queries efficiently, demonstrating commercial flexibility where appropriate • Undertake specific product or service campaigns (e.g. PSTN switch-off replacements) Product & System Knowledge • Maintain an up-to-date understanding of the company’s products and services • Match customer needs with suitable offerings, clearly articulating benefits and value • Ensure all sales activities and customer interactions are accurately documented in Salesforce and related systems Teams To Collaborate With • Customer Service Team – For issue resolution and retention support • Solution Architects and Technical Support – For custom solutions and product recommendations • Sales Operations & Commercial Teams – For contract negotiation and pricing strategies • Marketing & Product Teams – To stay updated on campaigns and product developments Position Specifications Behavioural Competencies – Organisational & Behavioural Fit • Customer-centric mindset with a drive to provide value and resolve challenges • Comfortable working in a reactive, fast-paced environment • Highly organized and detail-oriented, with strong follow-through • Excellent communication skills – verbal and written with a professional and consultative approach • Collaborative and team-oriented, open to working cross-functionally Critical Competencies / Technical Fit • Proven experience in customer renewals, inbound sales or account management • Strong knowledge of Cybersecurity and MSP B2B service offerings, and ability to match them to client needs • Proficiency with CRM systems (e.g. Salesforce) and sales reporting • Ability to interpret customer requirements and translate them into commercially viable solutions • Understanding of small to medium businesses (SMB) environments and needs Education & Qualifications • Preferred: Batchelor’s degree in Business, Sales, Marketing or related field • Alternative: Relevant industry certifications or equivalent practical experience in customer renewals, account management or inbound sales can substitute for formal education
