Internal Commercial Account Manager (ICAM) (Hybrid, with occasional travel to customer and office locations )

Job purpose

A driven, self-motivated Internal Commercial Account Manager (ICAM) to identify, develop and convert commercial opportunities into orders across our ICT Infrastructure, Wi-Fi Surveys, Structured Cabling, IT Smart Hands/Field Services, and ITSM/Service Desk Managed Services portfolio, supporting enterprise and mid-market customers.

The ideal candidate is an organised, commercially minded sales professional who takes ownership, thrives on identifying, developing and taking opportunities through to signed orders, and coordinates people and processes across Sales, Delivery and partners to get there.

Working alongside the wider Sales and Delivery teams, you will identify and develop new opportunities and take known opportunities through to order. You will also work with the Business Development (BD) and Channel teams to onboard new customers and partners, and drive the set-up needed to deliver orders using the Sales Order Intake process.

This role is critical to turning pipeline into orders, revenue, and margin, and to making sure every order is captured cleanly so that Delivery can start quickly. In a business that is growing and changing, adaptability and a flexible approach to targets are essential.

Key Responsibilities

Driving Opportunities to Order

• Identify and develop new opportunities through existing customer relationships, inbound enquiries, Channel Partners and proactive commercial engagement.
• Work with the wider Sales and Delivery teams to take opportunities and drive them to order, owning the actions, follow-ups and timelines needed to close.
• Manage a portfolio of live opportunities across current customer accounts and direct and Channel Partner routes to market, prioritising effort where it will have the greatest impact on orders.
• Prepare, issue and follow up quotes and proposals with Sales and Delivery input, ensuring scope, pricing and margin are accurate and approved.
• Keep CRM records and forecasts accurate and up to date, giving clear visibility of opportunity status, next steps and expected order dates.
• Identify blockers early and escalate where needed to keep opportunities moving.
• Meet or exceed assigned order, revenue and margin targets. 

Sales Order Intake & Onboarding

• Work with BD and Channel teams to onboard new customers and partners and drive the set-up required to deliver orders.
• Use the Sales Order Intake process to capture, validate, and process orders accurately and on time, with complete commercial and technical information.
• Act as the link between Sales, BD, Channel, and Delivery teams so that orders move smoothly from agreement through to delivery.
• Support Channel Partners and new customers with the information, documentation, and guidance they need to place orders, and help embed the intake process.
• Identify improvements to order intake and onboarding and share them with the wider team. 

Sales & Delivery Collaboration

• Partner closely with Account Managers, Sales, and Delivery to ensure cross-business alignment on opportunity plans and delivery expectations.
• Ensure combined technical and sales input accelerates qualification and increases the conversion of opportunities to orders.
• Support the preparation of bids and proposals, ensuring compliance and compelling value propositions.
• Maintain regular, professional contact with customers and partners to keep opportunities moving, identifying and progressing appropriate upsell and cross-sell opportunities in conjunction with the relevant account team.

Change, Targets & Ways of Working

• Adapt quickly to changing priorities, processes and tools as the business integrates and grows.
• Work to flexible targets that may be adjusted as the pipeline, portfolio and business priorities evolve, focusing on outcomes rather than activity alone.
• Take ownership and use your own initiative, managing your workload and priorities with minimal supervision.
• Share customer, partner and market insight with the Sales, BD and Channel teams. 

Success Measures

• Opportunities identified, developed and progressed to order in line with forecast, delivering agreed orders, revenue and margin.
• Orders processed through Sales Order Intake right first time.
• Accurate, up-to-date CRM records and reliable forecasts.
• New customers and Channel Partners onboarded and set up to place and deliver orders, working with BD and Channel teams.
• Clear, regular communication with Sales, Delivery, BD and Channel teams, with actions tracked and blockers escalated.
• Upsell and cross-sell opportunities identified and progressed with the relevant account team.
• A positive, constructive response to change, with the ability to re-prioritise quickly.
• Strong feedback from internal teams, customers and partners on responsiveness and ease of doing business.

Skills and experience

• Proven experience in an internal sales, sales support, account management or sales operations role within ICT, technology or managed services, identifying, developing and taking opportunities to order.
• Commercial awareness, including an understanding of pricing, margin, contractual dependencies and the importance of securing internal approvals before committing to a customer.
• Experience working within a defined sales order or order intake process, and supporting the onboarding of customers or channel partners.
• Good understanding of:
  • ICT infrastructure (networking, compute, storage, data centre)
  • Field services and onsite technical support models
  • ITSM and managed service delivery frameworks
• A self-starter: driven, proactive, and comfortable taking ownership with minimal supervision.
• Able to manage change and ambiguity, re-prioritising quickly and working to flexible targets.
• Strong organisational and time management skills, with the ability to manage multiple opportunities at once and close them out with attention to detail.
• Excellent communication, interpersonal, and influencing skills, with the ability to build working relationships across Sales, Delivery, BD, and Channel teams, and with customers and partners.
• Confident using CRM systems and Microsoft Office.
• Experience of selling or supporting managed services or recurring revenue solutions is desirable.
• Understanding of public sector and government procurement processes is an advantage. 

Education/qualifications

• Educated to degree level (or equivalent) is desirable but not essential.
• ITIL is highly desirable but not essential. 

Conditions of employment

• Must have the right to live and work in the UK.
• Must have full UK driving licence.
• Must be able to gain SC (Security Check) clearance as standard along with any relevant customer specific security clearances that may be required.