About this role
Overview
We are seeking a proactive, relationship-focused Account Manager to serve as the trusted advisor and primary liaison for our managed IT clients. This role is responsible for delivering a high-quality client experience throughout the full client lifecycle—from onboarding and ongoing service through strategic growth, renewal, and transition.
The Account Manager will develop strong client relationships, lead regular Strategic Business Reviews (SBRs), guide budgeting and technology-planning conversations, and help align each client’s technology strategy with their broader business goals.
Essential Functions and Responsibilities
• Serve as the primary point of contact for assigned accounts and maintain a strong understanding of each client’s business, goals, priorities, and technology environment.
• Build and maintain strong relationships with client stakeholders at all levels.
• Conduct regular Strategic Business Reviews (SBRs) to discuss service performance, technology needs, upcoming initiatives, risks, and business priorities.
• Manage client expectations through proactive, transparent, and consultative communication.
• Coordinate with internal teams to ensure client questions, concerns, and issues are addressed effectively and communicated clearly.
Account Growth, Retention & Lifecycle Management
• Own the client relationship throughout onboarding, ongoing service, expansion, renewal, and offboarding coordination.
• Identify opportunities to better support clients by understanding their business challenges and recommending appropriate services or solutions.
• Prepare and present proposals, renewals, and service expansions in collaboration with technical and sales teams.
• Guide client budgeting conversations, including annual IT spending, anticipated technology investments, and financial priorities.
• Track key account information, including contract status, service utilization, renewal timelines, and profitability.
• Proactively identify risks to client satisfaction or retention and coordinate internal action as needed.
Operational Alignment
• Partner with Service Delivery, Projects, Support, and other internal teams to support effective service delivery and continuous improvement.
• Translate technical information and service performance data into clear, actionable business insights for clients.
• Ensure relevant documentation, project updates, service information, and client communications are accurate and current.
• Monitor client health and coordinate internal discussions when service concerns, opportunities, or risks arise.
• Act as the voice of the client internally while balancing client needs with company capabilities and service standards.
Strategic Planning & Advisory
• Help clients develop technology roadmaps that support their long-term business objectives.
• Present recommendations related to cybersecurity, infrastructure, cloud services, emerging technology, operational efficiency, and cost management.
• Work with internal leadership and technical teams to ensure recommendations are realistic, appropriately scoped, and aligned with delivery capacity.
• Help clients understand technology decisions in business terms, including cost, risk, productivity, and long-term impact.
Preferred Qualifications
• 3–5+ years of experience in account management, client success, business relationship management, or a similar client-facing role, preferably within an IT Managed Services Provider (MSP) or technology-services environment.
• Strong understanding of managed IT services, cybersecurity, cloud solutions, and IT infrastructure.
• Exceptional written and verbal communication skills.
• Proven ability to build trusted relationships with clients and lead executive-level conversations.
• Experience facilitating business reviews, strategic planning, or budgeting discussions.
• Strong organizational, prioritization, and follow-up skills.
• Ability to interpret performance data and turn it into meaningful recommendations.
• Experience using CRM and/or PSA platforms such as Autotask PSA, HubSpot, Salesforce, ConnectWise, or similar systems.
Minimum Requirements & Qualifications
• Basic understanding of IT services—including help desk operations, networking, cloud solutions, and cybersecurity fundamentals—or the ability to learn these concepts quickly.
• Proficiency with standard business software, including Microsoft 365, Teams, Excel, and PowerPoint.
• Ability to communicate clearly and professionally with internal teams, technical personnel, executives, and clients.
• Ability to travel to client sites and company events as needed.
• Ability to maintain confidentiality and represent the company professionally in all client interactions.
• Strong written, verbal, and electronic communication skills.
• Must abide by the Company Employee Handbook.
• Must be legally authorized to work in the United States.
Physical Demands
While performing the duties of this position, the employee is regularly required to talk and hear and may frequently be required to stand, walk, use hands to handle or feel objects, and reach with hands and arms.
Other Duties
This job description is not intended to contain a comprehensive listing of all activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time, with or without notice.