The Opportunity Are you a relationship-driven professional with a passion for delivering an exceptional customer experience? Our client is a modern, fast-growing Managed Service Provider (MSP) based in Newcastle. Known for their innovative approach to technology, they are looking for an Account Manager to join their expanding Customer Experience team. In this role, you won''t just be "managing accounts" you will be a trusted partner to your clients, ensuring they get the absolute best out of their technology investments. The Role As an Account Manager, you will oversee the day-to-day delivery of IT services for a dedicated portfolio of clients. Your goal is to ensure that all services align with defined Service Level Agreements (SLAs) while driving continuous service improvements. You will act as the primary point of contact and initial escalation for your customers. This requires a unique blend of empathy, technical understanding, and the ability to lead a conversation toward a positive resolution. Key Responsibilities Service Oversight: Manage the delivery of IT services to ensure clients receive high-quality support that meets or exceeds agreed standards. Customer Advocacy: Act as the "voice of the customer" internally, working closely with technical departments to drive through service improvements and innovations. Escalation Management: Serve as the first point of contact for customer queries or concerns, resolving issues with a focus on long-term relationship ..... full job details .....