Key Account Manager

Key Account Manager

About SenSys

SenSys is an Irish technology company with offices in Ireland and the Middle East. For over twelve years we have delivered managed IT services, network design and build, VoIP, and cyber security to a loyal base of mid-sized businesses. Today we are also a fast-growing AI and systems consultancy, helping clients map processes, remove inefficiencies, and run their businesses software and ERP platforms.

Our managed services client base is the foundation of the business. We are now looking for a Key Account Manager to own those relationships, make sure every client feels looked after, and make sure they know about and benefit from everything SenSys does, including our consulting, software and AI engineering work.

Purpose of the Role:

The Key Account Manager is the primary commercial and relationship contact for SenSys's managed services, networking, VoIP and cyber security clients. You will make sure clients are serviced to a consistently high standard, stay ahead of their technology needs, and grow their relationship with SenSys over time. This is a relationship-first role: retention, satisfaction and trusted-advisor status come before new-logo sales. You will also be the glue between our clients and our specialist consultants and software developers, making sure clients understand what SenSys can build for them and that the right people are brought in at the right time.

Solutions and Platforms You Will Work With

You will be the client's guide across the full SenSys portfolio:

• Microsoft 365, Azure and the wider Microsoft stack

• Google Workspace

• Cisco Meraki networking and wireless

• 3CX VoIP and unified communications

• The Lola Cyber Security stack and wider cyber security services

• Hosted and cloud platforms

• Full ERP implementations and ERP integrations

• CRM systems and end-to-end bespoke software solutions

• AI engineering and process automation

• Business and management information systems

Key Responsibilities:

Relationship management

• Act as the named point of contact for a defined portfolio of key accounts.

• Build strong, long-term relationships with decision-makers and day-to-day contacts at each client.

• Run regular account reviews (quarterly or as agreed) covering service performance, open issues, upcoming needs and roadmap.

• Be the client's voice inside SenSys and the face of SenSys to the client.

Service assurance and customer experience

• Monitor service delivery across the portfolio, working with the support and engineering teams to ensure SLAs are met and issues are resolved properly.

• Own escalations end to end, keeping the client informed and following through until closed.

• Track client satisfaction, gather feedback and drive improvements with the delivery team.

• Make sure clients know what they are entitled to under their agreements and that they are receiving it.

Advisory and account development

• Understand each client's business, infrastructure and risks well enough to advise on upgrades, lifecycle replacements, security improvements and new services.

• Identify opportunities to extend SenSys's footprint, including managed support, cyber security, networking, VoIP and, where appropriate, introductions to the consulting and software team.

• Plan and deliver account growth targets for the portfolio.

Bridging clients and our consulting, software and AI teams

• Make every client aware of SenSys's consulting, bespoke software, ERP, integration and AI engineering capabilities.

• Spot where a client's process pain, manual work or disconnected systems could be solved by a SenSys consulting engagement or software build, and open that conversation.

• Bring the right specialist consultants and developers into client meetings, brief them properly and stay involved through discovery, proposal and delivery.

• Act as the single consistent contact for the client while specialist teams move in and out of the engagement.

Quotations and commercial

• Prepare accurate, timely quotations and proposals for hardware, software, licences, projects and service changes.

• Work with suppliers and distributors to secure pricing and availability.

• Maintain healthy margins while being fair and transparent with clients.

Contract management

• Manage the full contract lifecycle for the portfolio: renewals, uplifts, scope changes, licence true-ups and terminations.

• Keep a clear renewal calendar and engage clients well ahead of expiry.

• Ensure contracts, service schedules and pricing are documented, current and reflected in billing.

• Resolve billing queries and disputes quickly and professionally.

Reporting and internal coordination

• Maintain accurate account records, pipeline and activity in the CRM.

• Report monthly on retention, growth, renewals, satisfaction and at-risk accounts.

• Work closely with the service desk, engineering, finance and the consulting team so that handovers and commitments are met.

Key Performance Indicators:

• Client retention rate across the portfolio

• Renewal rate and renewals secured ahead of expiry

• Account growth (recurring revenue and project revenue per account)

• Quotation turnaround time and conversion rate

• Client satisfaction scores and account review cadence

• Escalation resolution time and follow-through

• Accuracy and completeness of CRM and contract records

Candidate Profile:

Essential

• 3+ years in account management, client services or commercial roles within an IT managed services provider, software, telecoms, networking or cyber security business.

• Solid working knowledge of the managed IT landscape: support contracts, Microsoft 365, networking, VoIP, cyber security products and licensing models.

• Proven track record of retaining and growing a portfolio of business accounts.

• Experience preparing quotations and proposals and managing contract renewals.

• Excellent communication skills, written and spoken, with the ability to explain technical matters plainly to non-technical clients.

• Organised, commercially astute and comfortable owning numbers.

• Full clean driving licence and willingness to travel to client sites (constant in person meetings and relationship building).

Desirable:

• Experience with PSA and CRM tools used by MSPs.

• Familiarity with vendor and distributor relationships (for example Microsoft, Cisco, 3CX, Dell/HP).

• Exposure to ERP, business software or process improvement projects.

• Lean or continuous improvement mindset.

Personal qualities

• Genuinely cares about clients and takes ownership of their experience.

• Calm and dependable under pressure, especially during escalations.

• Curious about technology and how it can help a client's business.

• Works well across technical and commercial teams.

• High standards of integrity, honesty and follow-through.

What SenSys Offers:

• Competitive salary (linked to experience) with a performance-related bonus linked to retention and growth.

• A respected, long-standing client base to look after rather than a cold start.

• The chance to grow with a business moving into AI, software and systems consulting.

• Hybrid working, company laptop and phone, and travel expenses.

• Ongoing training and vendor certifications.

How to Apply

Please send a CV and a (short video preferably) or a cover note outlining your account management experience in the IT or software sector to ben@sensys.ie