Inside Customer Manager

Presidio, Where Teamwork and Innovation Shape the FutureAt Presidio, we're at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses - and their internal customers - to achieve more through innovation, automation, and intelligent insights.The RoleThe Inside Customer Manager (ICM) is the primary owner of the customer relationship post-sale. In our sales support structure, the ICM sits between the Account Manager (commercial strategy) and the Inside Sales team (transactional operations). The ICM's core accountability is simple: how does the customer feel? They protect the relationship, manage expectations, handle escalations, and ensure that every customer in their book receives a consistent, high-quality service experience. The ICM runs accounts jointly with the AM, acting as the long-term relationship anchor while enabling the AM to lead on new commercial opportunitiesResponsibilities Include:Customer Relationship ManagementAct as the primary day-to-day point of contact for assigned customersBuild and maintain strong relationships at operational and management level within each accountConduct regular check-ins and attend status calls with customersMonitor and manage customer satisfaction, flagging concerns earlyAct as the customer's internal advocate — coordinate across teams to resolve issues quicklyBuild and maintain an Account Playbook for each assigned account, documenting key contacts, open quotes, renewal dates, forecasted margin and account history etc.Schedule and lead AM introduction calls for each account, sharing the playbook and introducing the AM to key contactsRepresent Presidio confidently in customer-facing meetings, demonstrating knowledge of the account, the product portfolio and the wider Presidio propositionOrder Processing & Service DeliveryReceive, coordinate and process customer orders, ensuring accuracy before handoff to Inside SalesManage customer expectations on delivery timelines, SLAs and any changesMonitor open orders and ensure Inside Sales has everything needed to executeRespond to all customer queries within the agreed SLA targetReview and send stock reports and backorder reports produced by Inside SalesEscalation HandlingOwn all customer escalations end-to-end — receive, investigate, communicate and resolveLiaise with Account Manager & Inside Sales to gather facts before communicating issues to the customerEscalate commercial disputes to the Account Manager immediatelyDocument all escalations and resolutions for continuous improvementInternal CollaborationWork closely with Inside Sales to ensure smooth order flow and accurate CRM dataProvide input to Account Manager's QBR and account strategy planningDrive the development and execution of commercial strategies to accelerate Apple product sales and expand adoption of aligned Apple services and solutions, delivering measurable revenue growth.Oversee the planning, development, and execution of comprehensive marketing and sales strategies for Global IT Product services, and solutions. This includes driving targeted campaigns and demand generation campaignsRequired Skills and Professional Experience:2+ years' experience in a customer-facing role — account management, customer success or sales supportStrong relationship management skills — comfortable as a primary point of contact for large, complex accountsExcellent communication skills — written and verbal; able to manage difficult conversations professionallyHighly organised with strong attention to detail — able to manage multiple accounts and open issues simultaneouslyExperience with CRM systems — able to maintain accurate recordsAbility to work under pressure and to SLA targets in a fast-paced environmentProactive problem-solver — identifies issues early and drives resolution rather than waiting to be askedCollaborative team player — works closely with Inside Sales, Account Managers and operationsPreferred Skills and Professional Experience: Experience in a B2B technology, hardware or IT reseller environmentFamiliarity with order management, purchasing or supply chain processesExperience managing enterprise or high-value accounts (€1M+ revenue)Exposure to SLA management and customer satisfaction trackingExperience with ERP or order management systemsYour future at PresidioJoiningPresidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's possible. With our expertise AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world.Here, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data-driven transformation, you'll be part of a team that is shaping the future.Ready to innovate? Let's redefine what's next-together.About PresidioPresidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success.At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, and enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information visit Applications will be accepted on a rolling basis.Recruitment Agencies, Please Note: Presidio does not accept unsolicited agency resumes/CVs. Do not forward resumes/CVs to our career's email address, Presidio employees or any other means. Presidio is not responsible for any feeds related to unsolicited resumes/CVs.#LI-DC1Job SummaryRequisition Number: CUSTO009946Job Category: SalesSchedule: Full-Time