About Ekco Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe!
We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our clients' existing technology investments.
? In a few words, we take businesses to the cloud and back!
We have over 1000 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux & Ireland.
The role We are seeking a highly experienced Head of UK Client Engagement to lead our UK Engagement Team, supporting enterprise and commercial clients.
Reporting to the UK Client Engagement Director, this role is critical within our MSP/ MSSP organization, driving the growth, customer satisfaction, and service delivery excellence across our top accounts.
You will be responsible for client advocacy, strategic engagement, and operational efficiency, ensuring high standards of service and fostering long-term, high-value client relationships.
The successful candidate will have a proven track record in managing large client engagement teams, be skilled in strategic account management, and bring a client-first approach to our rapidly growing organization.
Key Responsibilities 1.
Team Leadership & Development • Lead, mentor, and develop a team of 30-40 Engagement Leads responsible for enterprise and commercial client accounts.
• Recruit, develop, and retain high-performing Relationship and Account Managers skilled in strategic account management.
• Foster a client-focused culture and promote continuous improvement in team performance and client engagement.
2.
Client Engagement Strategy • Develop and execute engagement strategies that maximize client growth, satisfaction, and retention.
• Serve as the senior advocate for our clients, ensuring their voice and priorities are central to our strategic initiatives.
• Collaborate closely with Service Delivery Managers to maintain high standards of aligned service delivery objectives.
3.
Account Growth & Retention • Own accountability for client satisfaction and growth across enterprise and commercial accounts.
• Develop and oversee account roadmaps and future-oriented strategies, aligning with client goals and mutual growth.
• Champion customer satisfaction metrics (CSATs) and oversee regular satisfaction reviews with top accounts.
4.
Operational Excellence & Advocacy • Ensure operational effectiveness through KPI management, process optimization, and best practices within the engagement team.
• Address service delivery gaps proactively, working closely with service delivery teams to ensure quality and responsiveness meet client needs • Maintain high levels of client satisfaction and retention by delivering optimal support, transparency, and value to clients.
Run reviews, manage QBRs and all other internal required reporting, forecasting and deal management to ensure growth is measurable and tracked 5.
Stakeholder Collaboration • Partner with internal teams, including Service Delivery, Sales, and Product, to align on client priorities and resolve issues swiftly, ensure roadmaps and customer journeys are supported, and that Ekco remains the trusted advisor of top clients • Act as a key escalation point for complex account challenges, offering senior-level support and strategic guidance.
About You: • Experience: 10+ years in client engagement, account management, or relationship management roles within the MSP, IT, or tech sector, with a strong focus on enterprise and commercial accounts.
• Leadership: Proven ability to lead, inspire, and scale a large client engagement or account management team.
• Strategic Skills: Demonstrated expertise in designing and executing strategies that drive client growth, satisfaction, and operational excellence.
• Customer-Centric Mindset: Strong advocate for client needs with a track record of fostering long-term, high-value client relationships.
• Communication & Relationship Building: Excellent interpersonal, negotiation, and communication skills with the ability to engage senior-level client stakeholders.
• Operational Knowledge: Familiarity with KPIs, CSATs, and service delivery standards within managed services, with the capability to manage operational effectiveness.
• Hands-On Approach: Willingness to be client-facing, engage directly in escalations, and lead by example within the team.
Benefits/Perks ? Time off - 25 days leave + public holidays x1 day Birthday leave per year Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing and general advice EkcOlympics - a global activity for fun!
Learning & development - Unlimited access to Pluralsight learning platform Why Ekco Collaborative work environment that values innovation, client advocacy, and professional growth.
Join a growing MSP in the Cloud space, leading a dynamic team dedicated to client success.
Ranked as 4th fastest growing technology company in the Deloitte Fast50 Awards Ekco are committed to cultivating an environment that promotes diversity, equality, inclusion and belonging We recognise the value of internal mobility and encourage opportunities for internal development & progression Flexible working with a family friendly focus are at the core of our company values ? Microsoft's 2023 Rising Star Security Partner of the year This role is ideal for a motivated, strategic leader who thrives in a client-centric environment, enjoys building and managing teams, and is committed to excellence in client engagement and satisfaction.