Account Manager (AM)

RoundTable Technology is a growing IT company offering premier managed IT services to nonprofits. Headquartered in Frisco, Texas, we have offices and staff in Maine, New York City, Vermont, and the Philippines. We are a small, fast-growing Managed Services Provider seeking an Account Manager to join our team of IT professionals serving small to medium-sized businesses in Maine, Dallas-Fort Worth, Texas, New York, NY, and occasionally Stamford, Connecticut. Our mobile workforce operates remotely but may require occasional onsite visits for regional clients.

About the role

We are seeking an Account Manager (AM) to take ownership of the client lifecycle, from onboarding new accounts to securing successful renewals. As a trusted advisor, you will collaborate closely with nonprofit leadership (executive directors, operations managers, and IT directors) to understand their unique needs and challenges. You will develop and execute tailored strategies to drive client success and maximize the value of our technology services. Your ability to establish and nurture strong relationships with key stakeholders will be critical to your success.

As the primary point of contact for your assigned portfolio, you will provide proactive partnership, guidance, and best practices to ensure clients understand and maximize the value of our services. Your role will contribute to revenue expansion through upselling, cross-selling, and maintaining a high customer retention rate.

Responsibilities

• Strategic Planning & Advising:
  • Collaborate with clients to develop and maintain technical and strategic roadmaps aligned with their mission and goals.
  • Identify areas of risk or misconfiguration and escalate through internal support, consulting, and project channels.
  • Conduct onsite technical reviews and alignment audits on a recurring schedule.
  • Provide guidance on IT best practices, security standards, cloud services, and infrastructure optimization.
  • Act as a bridge between client leadership and technical teams to translate organizational needs into actionable projects.
  • Oversee hardware and software lifecycle management, vendor coordination, and IT budgeting.
• Client Engagement:
  • Proactively engage with nonprofit clients to understand their organizational objectives, challenges, and requirements.
  • Cultivate and maintain strong relationships with key client stakeholders, becoming a trusted advisor on technology services and best practices.
  • Take ownership of client accounts, ensuring timely and successful delivery of services.
  • Collaborate with internal teams to address client needs effectively.
• Customer Retention & Revenue Growth:
  • Implement strategies to enhance customer satisfaction, loyalty, and retention, maintaining a Customer Retention Rate of at least 97% for your assigned portfolio.
  • Drive revenue growth through upselling and cross-selling opportunities.
• Check-in Schedules & Reviews:
  • Execute monthly check-ins with each client and log all meetings in the system of record weekly.
  • Provide meeting notes to clients within 48 hours, clearly identifying action items, owners, and expected response times.
  • Conduct at least one annual Executive Business Review with key stakeholders, producing and assessing an Alignment Checklist/Cyber Baseline Report.
• Collaboration & Documentation:
  • Demonstrate a learning mindset and actively participate in RoundTable Technology’s culture, modeling core values.
  • Collaborate with Technical Account Managers, support teams, and strategic consultants to align service delivery with client goals.
  • Contribute to the development of best practices, toolkits, and internal knowledge sharing.
  • Maintain client documentation and records.

Requirements

• Proven experience in customer success, service delivery, client-facing operations, or a related role.
• 1+ years of experience in IT, systems administration, or technical account management, preferably within an MSP or nonprofit context.
• Demonstrated ability to build client trust, translate technical concepts, and deliver strategic guidance.
• Understanding of the nonprofit sector and its unique challenges.
• Excellent communication and interpersonal skills; comfortable engaging with C-Level executives.
• Ability to prioritize and manage multiple tasks while maintaining attention to detail.
• Technical aptitude and the ability to quickly grasp new technologies.
• Strong problem-solving, decision-making, and leadership skills.
• Ability to work independently and as part of a team, managing multiple projects simultaneously.
• Strong customer service orientation and commitment to delivering high-quality solutions.

Schedule

This is a salaried, hybrid position with general hours of 40-45 hours per week, 8 AM to 5 PM, Monday through Friday. Some onsite work and collaboration may be required.

Benefits

• Salary Range: $70,000–$90,000
• Health and dental insurance
• Long- and short-term disability insurance
• Life insurance
• 401k with matching (available after 1 year of employment)
• Reimbursement for professional development and training
• Paid time off (PTO) and holidays