Senior Account Manager (B2B)

About the role

In BT Wholesale, We have around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organisations right through to small businesses and new start-ups. We cover both the communications and IT services markets. Overall we’re focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organisations in the Republic of Ireland.

Our Wholesale business helps communications providers (CPs) and other organisations provide fixed or mobile phone services. Our ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare. We also offer specialist enterprise services to our Internet of Things customers.

The Wholesale Sales function partners with and delivers capability to our biggest customers (across the UK and beyond), who in turn deliver communication services to their customers. In Wholesale, we leverage BT’s assets, diversity and sales excellence to provide these customers with best in class, innovative technology that empowers their customers’ future.

As Senior Account Manager in BT's Wholesale fixed business, you'll take end-to-end responsibility for one of BT Wholesale's largest and most complex customers through a major migration. This is a senior, high-profile, hands-on role with account director-level responsibility: you'll stay close to the customer, understand what's happening across the account and bring together the people needed to deliver against the contract. You'll own the whole customer relationship, from contract setup and service delivery to sales growth, profitability, customer satisfaction and innovation.

You'll be based in London, with the expectation that you spend most of your time on the customer's site. Building strong relationships and becoming embedded in the customer's business will be central to your work.

What you’ll be doing

• Own the account strategy and customer relationship, building C-suite relationships and leading fortnightly and monthly reviews with customer and BT stakeholders.
• Lead the major migration and coordinate BT project and service teams to deliver services, orders, billing and change.
• Lead contract implementation, working with the contract manager to ensure all commitments are understood and delivered.
• Deliver sales, revenue, profit, cash and forecast targets, managing pricing and commercial risk.
• Maintain customer satisfaction, act as the escalation point and drive prompt issue resolution and service recovery.
• Create growth and innovation opportunities, leading major bids, negotiations and contract changes.

Essential Skills / Experience

• Senior account or sales leadership for large, complex customers and accounts
• Strong knowledge of wholesale telecoms and customer markets
• Strong senior stakeholder management and communication
• Commercial management across contracts, pricing, revenue, profit and risk
• Strong sales planning, forecasting and performance management
• Ability to lead teams across BT and drive delivery
• Proven delivery of sales, profit, customer satisfaction and service targets
• Management of complex contracts from implementation to renewal

Desirable Skills / Experience

• Leadership of major bids, negotiations and change programmes

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• On-target-commission
• Health Care
• Car Allowance
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
• 25 days annual leave (not including bank holidays), increasing with service
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks carer’s leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.