Skills

Communication Stakeholder Management Negotiation Change Management Training Process Improvement Project Management

Job Specifications

The Client Solutions Lead is the solutions expert within etiCloud. They are the consultative service our clients need to ensure their IT services are ahead of the curve and their business is running efficiently and securely from a digital perspective.

The Client Solutions Lead will take a full 360° approach to client service, ensuring exceptional customer experiences while driving growth through strategic account management, technology consultancy, and proactive upselling and cross-selling. This role is pivotal in maintaining strong client relationships, delivering tailored solutions, and ensuring maximised profitability of key accounts through contract renewals by providing through consistent engagement and value delivery.

The Client Solutions team work closely with Service Delivery, Project Management, and our Core Systems Engineering teams to ensure a smooth client onboarding and that clients are updated on implementations, and incident management.

As a Client Solutions Lead you will take a data driven approach to decision making and stakeholder management, whilst focusing on process improvement, innovation, and change management.

Key Responsibilities:

Customer Excellence & Service Management

Act as the primary point of contact for key clients, ensuring timely resolution of queries and issues.
Champion customer satisfaction by embedding best practices and continuous improvement initiatives.
Oversee service delivery standards and ensure compliance with SLAs.

Account Management & Growth

Manage a portfolio of key accounts, conducting monthly, quarterly, and annual reviews to assess performance and identify opportunities.
Develop strategic account plans to maximise client value and retention.
Identify and execute upselling and cross-selling opportunities aligned with client needs.

Technology Consultancy

Provide expert guidance on technology solutions, ensuring clients leverage the full potential of etiCloud’s offerings.
Collaborate with internal technical teams to design and implement bespoke solutions.

Contract & Renewal Management

Monitor contract lifecycles and proactively manage renewals to maintain continuity of service.
Negotiate terms where necessary to ensure mutual benefit and long-term partnerships.

Skills & Experience:

Proven experience in client-facing roles within technology or managed services.
Strong understanding of account management principles and customer success strategies.
Ability to identify growth opportunities and deliver consultative solutions.
Excellent communication, negotiation, and relationship-building skills.
An understanding of IT infrastructure services, and cyber security services.
Analytical mindset with the ability to interpret data and drive actionable insights.

KPIs & Success Measures

Client satisfaction scores (CSAT/NPS).
Revenue growth through upselling and cross-selling.
Contract renewal rates.
Timely completion of account reviews and strategic plans.

If you do not have all of the above skills and experience, we would still be interested in hearing from you as we are able to provide training and development opportunities to grow within our teams.

Why join etiCloud?

Joining etiCloud Ltd isn’t just about getting a job—it’s about growing a career with one of the UK’s leading cloud-based IT providers. You’ll be supported every step of the way in a friendly, professional environment where your development matters. Here’s what you’ll get when you become part of our team:

Competitive Pay – We offer a salary that reflects your potential, with regular reviews to reward your progress.
Annual Bonus – Get recognised for your hard work with a yearly company bonus.
Career Growth – We’re big on development. You’ll have access to training, support, and opportunities to grow your skills and move up.
25 Days Off – Enjoy 25 days of annual leave, plus 8 bank holidays, to relax and recharge.
Pension Scheme – Plan for your future with our company pension.
Friendly Vibes – Work in a supportive, down-to-earth team that’s always ready to help.
Modern Office – Our Sheffield office is secure, stylish, and comes with kitchen facilities and a coffee machine to keep you fuelled.
Health and wellbeing - Private medical insurance and health cash plan
Free Parking – No need to stress about parking—we’ve got free onsite spaces.

Apply now and take your next step in the world of tech with etiCloud!

About the Company

Get to know etiCloud - Delivering tomorrow's technology, today.. Data security is more important than ever. That's not going to change. So you need a company that understands your business needs, and that you can trust to take care of them. But you don't have to take our word for our reliability, security and professionalism (or even the many kind words from our clients), etiCloud is part of the elite top 1% of worldwide business with ISO accreditation. Our ISO 27001 accreditation relates to our defined and implemented be... Know more