Internal Account Manager and Team Lead

Job Title: Internal Account Manager and Team Lead Job Location: Office based – Brighton Job type: Permanent Salary: Competitive, details on application Reports To: Chief Commercial Officer Driving License: A full UK driving license is required About Trident At Trident, we make IT a source of strength — helping organisations thrive so they can better support the people who rely on them every day. We’ve built a different kind of partnership — one that puts people first. We work side by side with our clients to make sure their technology is reliable, built for purpose, and designed to support modern ways of working. When that happens, people achieve more, teams feel supported, and organisations become stronger. For more information about who we are and what we do, visit our website . Job Overview The Internal Account Manager & Team Lead combines the responsibilities of an Internal Account Manager (IAM) with day-to-day leadership of the Internal Account Management team. As an Internal Account Manager (IAM), the role supports Relationship Managers by co-managing client accounts and delivering exceptional service. Acting as a primary daily point of contact for assigned clients, the role manages communications, coordinates internal activity, resolves client requirements and helps identify opportunities for account growth. Alongside these responsibilities, the Team Lead provides guidance, coordination and support to the wider Internal Account Management team. The role helps ensure that clients and Relationship Managers receive a consistently high standard of service, workloads and priorities are effectively managed, processes are followed, and team members continue to develop their capability and confidence. The Team Lead is expected to remain hands-on within the IAM function, leading through example and using their own experience to support colleagues, improve working practices and strengthen the overall effectiveness of the team. Key Responsibilities Client Account Management Serve as a primary daily point of contact for clients, handling inquiries and requests. Work closely with Relationship Managers to co-manage client accounts and ensure client satisfaction. Build and maintain strong relationships with key decision-makers in assigned accounts. Understand and document each client's unique needs to provide tailored solutions. Develop and maintain a deep knowledge of the individual requirements of each account, utilising company CRM and other client management tools. Collaboration & Coordination Coordinate with internal departments such as technical support, operations, and purchasing to ensure seamless service delivery. Attend remote and onsite client meetings independently or alongside Relationship Managers as required. Act as a liaison between clients and internal teams to align and enhance service delivery. Sales & Opportunity Development Support Relationship Managers in identifying opportunities to promote Trident’s products and services. Assist in preparing proposals, raising quotations, and managing tenders. Proactively identify growth opportunities within existing accounts. Administrative Support Maintain accurate and up-to-date client records, including managing, reviewing, and closing service tickets. Source and specify IT hardware and software, negotiating the best prices and terms. Handle bookings, account documentation, and general administrative tasks efficiently. Problem Solving & Client Advocacy Act as a trusted advisor to clients, guiding them toward solutions that address their challenges. Proactively manage complaints and escalations, working collaboratively with Relationship Managers, SLT and other internal teams to resolve issues efficiently. Track escalations to resolution and follow up to ensure client satisfaction. Additional responsibilities of the Team Lead Team Leadership & Management Act as the first point of management for members of the IAM team. Provide clear day-to-day direction, guidance and support. Maintain oversight of team workloads and priorities, ensuring client requirements are progressed. Support the team in managing key client relationships, issues and escalations. Work closely with Relationship Managers and operational teams to maintain a consistent client experience. Set and maintain clear expectations around ownership, communication, client service and quality. Address day-to-day performance or conduct concerns, escalating formal HR matters where required. Provide regular coaching, feedback and support to develop individual and team capability. Support the onboarding and development of new team members. Lead regular team meetings to review priorities, challenges and performance. Promote shared knowledge, responsibility and collaboration across the team. Quality & Continuous Improvement Ensure consistent standards of client service, communication, CRM management and administration. Ensure opportunities, renewals and client requests are progressed in line with business expectations. Identify risks to client satisfaction and take proactive action to address them. Review team activity where appropriate, providing feedback and addressing areas for improvement. Identify recurring issues, inefficiencies and gaps in working practices and implement improvements. Maintain and improve IAM processes and procedures. Encourage quieter periods to be used proactively for client activity, training, administration and improvement. Provide management with appropriate visibility of team performance, workload, client risks and challenges. Experience & Skills Required Experience Proven experience in business-to-business account management or customer-facing roles. Experience in team leadership, supervision, coaching or supporting colleagues is desirable. Familiarity with IT products, services and the technology landscape is preferred but not essential . Skills Leadership: Ability to provide clear direction, guidance and accountability while remaining an active member of the team. Positive Team Environment : Ability to foster and maintain a positive, constructive and supportive working environment that encourages collaboration, open communication, shared responsibility and mutual respect. Organisational Skills : Detail-focused, with the ability to effectively manage multiple tasks, priorities and team workloads. Independent Decision Making: Utilise available tools, information, teams and resources to make informed decisions and demonstrate initiative. Communication Skills: Excellent verbal and written communication abilities to engage with clients, stakeholders and internal teams. Coaching & Development: Ability to provide constructive feedback, share knowledge and support the development of others. Analytical Skills: Ability to assess client feedback, requests, opportunities and team activity to provide actionable insights. Customer Service: A solution-oriented mindset and commitment to providing exceptional service. Commercial Awareness: Ability to recognise and progress opportunities that support client value and business growth. Additional Requirements Valid driving licence. Key Success Metrics A successful Internal Account Manager (IAM) & Team Lead should enable Relationship Managers to feel confident that their clients are being carefully looked after, with clear communication and seamless support. They should also create a capable, accountable and consistent IAM team, providing effective day-to-day leadership while helping individual team members develop greater ownership and independence. The Internal Account Manager (IAM) & Team Lead will be able to demonstrate: Improved client satisfaction. Quality and promptness of administrative tasks, including CRM updates and ticket management. Clear ownership and accountability across the IAM team. Effective management of team workloads and priorities. Consistent standards of client service and communication. Increasing confidence, capability and independence within the team. Proactive identification and resolution of client risks and escalations. Effective collaboration with Relationship Managers and operational teams. Meaningful improvements to IAM processes and ways of working. Appropriate management visibility of team performance, workload and client issues. Benefits 33 days of annual leave (including bank holidays), rising by one day per year of service up to 40 days. Access to on-demand IT courses, practice tests and virtual labs. Wellbeing - Access to Bupa EAP (Employee Assistance Program) for you and your family. ‘Cycle to Work’ scheme. Access to vendor pricing for personal IT hardware and software purchases. Access to Microsoft Workplace Discount Program – Save up to 10% on Surface devices and 30% on Microsoft 365 subscriptions. Central office location – a 15-minute walk from Brighton train station, 10-minute local bus routes and short work from local shops, restaurants, and bars. Regular social and team-building events. ‘Refer a friend’ recruitment bonus scheme.