Michael Francis

Results-driven Account Manager with over 20 years' experience in telecommunications, including the last 3 years in a commercially accountable role managing and growing enterprise accounts. Currently responsible for a £6.2m portfolio at BT, consistently exceeding targets (110% FY performance) while building a £8.2m pipeline through strategic account development. Brings a strong foundation in service, delivery, and stakeholder management, combined with proven ability to identify expansion opportunities, build business cases, and drive revenue growth.

Experienced in engaging C-suite stakeholders and translating complex technology solutions into clear commercial outcomes, including cost efficiencies and improved customer experience.

Major Account Manager - Field Based at BT (2023-09 – Present)

• Lead and coordinate matrix teams for sales, delivery, and service execution with a focus on ensuring exceptional customer outcomes.
• Accountable for managing a variety of large B2B organisations across BT Business with revenue totalling £6.2m over a FY.
• As the primary contact for customers, successfully building and maintaining relationships with C-level customers, positioning myself and BT as trusted advisors.
• Organise events to showcase BT's portfolio, incorporating thought leadership to share insights from similar customers and how we have supported their success. These events also highlight our R&D investments, helping customers understand the value of our technology and its potential impact on their business long term.
• Negotiate commercials, terms, and scopes for diverse projects in cybersecurity, future voice, IT services, and network domains.
• Maintaining CRM platform Salesforce, ensuring accurate and up-to-date forecasting.
• Ensuring regular account plan updates to develop strategic marketing initiatives, align cross-functional teams, and drive client engagement through insightful market analysis and targeted campaign execution.
• Prepare and deliver Quarterly Business Reviews (QBRs) and high-level project updates to C-suite executives.
• Resolving escalations and complaints through effective management of internal and external stakeholders.
• A mentor to a junior sales executive and sales graduate, I actively share my knowledge and expertise, providing guidance and support to help them develop their skills and achieve their professional goals.

Client Service Manager at BT (2020-03 – 2023-08)

• Accountable for Service and Delivery across a variety of BT and EE accounts, including utilities, construction, retail, and health sectors.
• Senior stakeholder, building and managing relationships up to exec level; inclusive of Service Improvement Plans and Quarterly Business Reviews
• Supported PSTN replacement bid worth £1.5m; accountable for delivery.
• Supported migration from MSfBT to MS2 contract worth £2m.
• Delivered complex deliveries including data centre migrations.
• Led account team, ensuring supporting team members drive problems through to resolution.
• Highlighting risk assets resulting in upgrade wins – including EOL Routers (£113k) and High Utilisation Circuits (£38k)
• Team engagement lead

BT M2M/IOT Service Manager at BT (2018-02 – 2022-02)

• Assists with setting Service Level Agreements and produce Service Development plans for key clients.
• Key contact owning the service relationship across 8 key accounts including utilities, traffic, and banking sectors.
• Works in conjunction with the sales, product, and commercial teams where necessary to support the delivery of successful new business opportunities.
• Map and manage stakeholders to ensure good relations and effective communication.
• To build and maintain collaborative service relationships with key suppliers.

EE M2M/IOT Service Manager at EE (2015-09 – 2018-09)

• Build and maintain strong relationships with M2M stakeholders across the business including internal contacts, key accounts, and third-party providers.
• Responsible for hosting service reviews with key accounts; discussing open items, account metrics, billing information, managed router stats and technical tickets being raise.
• Accountable for exceptional service across multiple wholesale M2M/IOT accounts totalling circa 2million SIMs.
• Primary contact for decision making to protect customer, EE network and brand.
• Works in conjunction with the sales, product, and commercial teams where necessary to support the delivery of successful new business opportunities.
• Map and manage stakeholders to ensure good relations and effective communication.
• To build and maintain collaborative service relationships with key suppliers.

GCSE – Greenfield Comprehensive