Who you’ll be joining

We’re problem solvers at heart. Sometimes the answer is technology, sometimes it is strategy, and sometimes it is a strong cup of tea and a bit of thoughtful conversation. Whatever it takes, we work it out with our clients.

We’re an IT consultancy that helps organisations get the best out of their technology. That means keeping them secure and keeping the bad guys out, making sure everything works and is easy to use, and doing smart things with data and software to give their business an edge. It is important work, and we care about doing it well and for the right reasons.

Life at Waterstons is friendly, flexible and built on trust. We hire people who are curious, thoughtful and good at getting to the heart of a problem. You get support, trust and room to grow in a place that still feels human. The unlimited holidays and private healthcare are a nice touch, although most people stay because it feels like the right place to do good work with good people.

What You’ll Be Doing

We’re looking for an experienced client partner to strengthen our team with a specialist focus on service client relationships.

Created to bring a distinct, service focused skillset, this isn’t a typical account management role. You’ll own a portfolio of clients, act as their trusted point of contact across everything Waterstons does and help shape the way we deliver service-based partnerships as we grow. You’ll set the standard, lead by example, and bring genuine curiosity about what your clients are trying to achieve.

You’ll need to be comfortable with senior stakeholders, confident spotting opportunities, and good at translating complex challenges into clear, joined-up solutions.

This is a flexible hybrid role. You’ll spend time in our offices and visit clients regularly regionally and nationally.

Your Day-to-Day

• Own your client relationships. Be the go-to person for a portfolio of clients. Champion their needs across every Waterstons service area and make sure the experience is consistently excellent.

• Set the standard for service partnerships. Work with the Head of Client Partnership to define and uphold what great looks like for service-based client relationships.

• Build relationships that last. Engage senior stakeholders through regular conversations, structured reviews, and on-site visits. Be someone they actually want to call.

• Keep things on track. Act as the primary escalation point for clients and colleagues. Own governance across your contracts and make sure issues get resolved quickly.

• Spot and shape opportunities. Work closely with consultants and specialists across Waterstons to identify where we can add genuine value, then help make it happen.

• Manage the commercial side. Own the commercial performance of your portfolio, including contract negotiations, documentation, budgeting, and revenue growth.

• Grow the business. Develop existing relationships and identify new opportunities across all Waterstons services.

• Translate the technical. Understand what clients are trying to achieve and work with our subject matter experts to turn that into clear, compelling solutions.

• Lead from the front. Run client reviews and internal meetings. Mentor colleagues where it helps. Be the kind of person others want to learn from.

• Help build the framework. Work with the Head of Client Partnership to shape how service-based client relationships work across the team.

What we're looking for

If some (or most) of the following sound like you, we'd love to hear from you:

• A track record of building and sustaining strong client relationships at a senior level.

• At least 2 to 3 years in consulting, customer success, or account management.

• Experience managing multiple senior stakeholders at once without dropping the ball.

• Commercial confidence. You know your way around a contract, a negotiation, and a client budget.

• Strong communication skills. You can hold a room, write clearly, and adapt your style to the audience.

• Good organisational skills and an eye for detail.

• Comfortable with ambiguity and pace. You can operate with a high degree of autonomy.

• A problem-solving mindset. You don't wait to be told what to do.

• A genuine interest in clients and what they're trying to achieve.

• Willingness to travel to clients and Waterstons offices.

• The kind of person who leads by example and makes the people around them better.

Nice to have

• Experience in technical support, technical account management or technical pre-sales.

• Practical knowledge of core technologies, particularly the Microsoft stack.

• Relevant sector experience in any of the AEC, Higher Education, Social Housing or Energy sectors.

• Experience of business development in private and public sector, including bid writing, pitching and tender responses.

• Confidence representing an organisation at industry events.

How We Take Care of You

As well as offering a competitive salary, we have an attractive benefits package including:

• A healthy work life balance with flexible and agile working being the norm

• Unlimited holiday allowance

• EV car scheme (salary sacrifice)

• Room to grow with supported development opportunities and sponsored training

• Enhanced family policies

• If you ever need it, company sick pay and life assurance

• Supported wellbeing with regular initiatives, an employee assistance programme and private medical insurance

• Flexible benefits such as a dental scheme, eye care support, season ticket loan and cycle to work

We require a security check to be carried out on all colleagues due to the nature of some of our clients’ industries.

Waterstons is committed to creating an inclusive, understanding, and flexible place to work. We value diversity, equality and inclusion and encourage everyone to 'bring their whole selves' to work. We believe that a company that works to truly embrace and value diversity, create an environment where everyone from any background can do their best work, and feel valued and appreciated is a better company to work for.

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