Account Manager

As Account Manager at Dr Logic, you will look after a portfolio of our managed service clients, making sure they get full value from working with us and that we understand where their businesses are heading. You will run Quarterly Business Reviews (QBRs), build trusted relationships with decision-makers, and turn what you learn into proactive improvements, new services and projects.

This is a new role, created to help us be more proactive with our clients. You will own renewals, help clients who currently buy software licences directly to purchase through Dr Logic where it benefits them, and introduce our new US support offer to UK clients with offices in the United States. You will also stay close to clients through their projects and, when the team needs it, get hands-on to help out.

You will report to the MSP Manager and work alongside the Tech Lead, who owns how we deliver (our technical stack, standards and solution design), and the Service Delivery Manager, who owns when we deliver (scheduling and workload). You will bring the client relationship to that partnership. You will also recognise opportunities for innovation and custom development, and drive them forward with our Innovations team. Coordination is at the heart of this role: bringing the right people to the table at the right time.

This is a permanent, full-time, hybrid role based in London, with three to four days a week spent in our office or at client sites. Working hours are 9am to 6pm, Monday to Friday.

About Dr Logic

Dr Logic is a proactive Managed Service Provider specialising in Apple-first IT for small and medium-sized businesses. Roman founded the company in 2003, and we are an Apple Premium Technical Partner. We also partner with Microsoft, JumpCloud, Jamf and Addigy, among others, and support all-Apple and mixed Apple/Windows environments. Our clients include ambitious teams in creative industries, financial services and beyond. We hold ISO 27001 and Cyber Essentials Plus certification.

Our team of 35+ people is highly qualified, and many of our engineers are former Apple Geniuses. Our purpose is simple: there's always a way, and we find it.

Duties & responsibilities

Client relationships & business reviews

• Build and maintain strong relationships with key contacts and decision-makers across your client portfolio.
• Prepare and deliver Quarterly Business Reviews, covering service performance, the client's business plans and their Progress with IT Success.
• Visit clients on-site regularly to understand how they work and where technology could help them.
• Gather client feedback and share insights with the Service Delivery Manager, Tech Lead and MSP Manager so we can improve our service.
• Act as the client's voice within Dr Logic, making sure their priorities shape how we support them.
  
  

Growth & proactive opportunities

• Identify ways to improve clients' IT, from security and devices to new services and projects.
• Recognise where custom development could solve a client's problem or improve how they work, and drive these innovation opportunities forward with our Innovations team.
• Present clear, well-reasoned recommendations that match each client's needs and budget, drawing on technical input and solution design from the Tech Lead.
• Prepare quotations and proposals for additional services, hardware, software and projects.
• Introduce Dr Logic's US support offer to UK clients with US offices, and help plan the onboarding of those offices.
• Record opportunities and pipeline accurately in our CRM.
  
  

Licensing & renewals

• Own the renewal calendar for contracts, licences and subscriptions across your portfolio, making sure nothing lapses unexpectedly.
• Own managed service contract renewals across your portfolio.
• Identify clients who buy licences directly and explain the benefits of purchasing through Dr Logic.
• Work with vendors and distributors on pricing, quotes and procurement.
• Keep licence and renewal records accurate and up to date.
  
  

Coordination & handovers

• Coordinate opportunities from first conversation to handover, bringing the right people to the table at the right time, including the Innovations team, Tech Lead and Service Delivery Manager.
• Agree the scope and technical approach of proposed work with the Service Delivery Manager and Tech Lead before quoting, so that what we sell is achievable.
• Hand over sold projects and new client onboardings to the Service Delivery Manager, with clear scope, expectations and client context.
• Work with the Service Delivery Manager on service reviews, bringing the client relationship view alongside service performance.
• Stay close to clients during projects, onboarding and offboarding, so they have a consistent point of contact throughout.
• Get involved with hands-on tasks, such as device deployments and setups, when the team is under pressure. Engagement is one of our values, and sometimes it's all hands to the pump.
  
  

Reporting & continuous improvement

• Track and report on account health, renewals and growth across your portfolio.
• Keep client information up to date in the relevant systems.
• Use AI tools to prepare reviews, analyse data and work more efficiently.
• Suggest improvements to how we review, renew and grow client accounts.
  
  

Essential skills & experience

• Proven experience in account management or a client-facing commercial role, ideally within IT services, a Managed Service Provider or a technology business.
• Confidence building relationships with senior stakeholders and presenting to them.
• A track record of identifying and closing upsell, cross-sell or renewal opportunities.
• A solid technical grounding, with the confidence to discuss Apple devices, Microsoft 365, Google Workspace, cyber security and cloud services in plain English.
• Experience preparing quotations, proposals and client review presentations.
• Strong organisational and coordination skills, with the ability to manage multiple accounts, renewal dates and stakeholders at once.
• Experience with CRM, PSA or ITSM tools (e.g. Pipedrive, ServiceNow, Autotask, HubSpot, Salesforce).
• Good commercial awareness, including an understanding of pricing and margins.
• Excellent written and verbal communication skills.
• Comfortable using AI tools in everyday work.
  
  

Desirable experience

• Previous experience within a Managed Service Provider (MSP).
• Experience with software licensing and reselling (e.g. Microsoft CSP, Google Workspace, Adobe).
• Hands-on IT support experience, particularly with macOS and iOS.
• Experience working with clients across the UK and US.
• Experience coordinating projects.
• Familiarity with compliance frameworks such as ISO 27001 and Cyber Essentials.
  
  

Certifications we value

• ITIL 4 Foundation
• Microsoft 365 Fundamentals
• Apple Certified Support Professional
• Microsoft or AWS Partner Sales accreditations
• MEDDPICC or similar sales methodology
• PRINCE2 or AgilePM
  
  

These certifications are desirable, not essential. If you have strong relevant experience and a commitment to growth, we'd still love to hear from you. Equivalent certifications are equally respected.

Personal qualities

• Builds genuine, long-term relationships by listening before recommending.
• Takes ownership of your accounts and follows through on every commitment.
• Curious about clients' businesses, asking "why" and "what if" to find better ways technology can help.
• Commercially minded, while always putting the client's best interests first.
• A natural coordinator, bringing the right people together at the right time and keeping track of actions, renewals and deadlines.
• Happy to get involved wherever the team needs you.
• Communicates clearly and confidently with technical and non-technical people alike.