Account Manager

Description Five Nines is looking for a motivated and client-focused Account Manager to join our growing team. As an Account Manager, you will serve as the primary relationship owner for an assigned portfolio of clients — acting as their trusted advisor, strategic partner, and day-to-day point of contact. You will be responsible for driving client satisfaction, retention, and growth by connecting technology strategy to real business outcomes. This is a relationship-first role built for someone who thrives in a fast-paced managed services environment, genuinely enjoys working with people, and understands how technology can transform a business. About Us We were born in Nebraska, raised in Nebraska, and enjoy serving the Midwest with offices in Lincoln, Omaha, Kearney, & Central City and St. Louis, MO.We are growing insanely fast, fast enough to make the Inc 5000 list 9 years running.We are all about our company culture so much so, that it’s our #1 priority.We believe life is an adventure to be lived. With more than 200 Niners, there are enough resources to go around. You can log off and know that someone else has your back so you can get out and enjoy life.We love giving back to the community. In fact, we set aside dollars each month for employees to donate to causes they are passionate about. WHAT YOU’LL DO! Client Strategy and Relationship Management – 60% Build and maintain trusted advisor relationships with client stakeholders, executives, and decision-makersDevelop a deep understanding of each client's business goals and align technology strategy accordinglyLead and deliver Quarterly Business Reviews (QBRs) that demonstrate value and drive forward-looking planningOwn IT budget strategy conversations and provide guidance on stack compliance and service efficiencyNegotiate contract renewals and identify opportunities to expand services within existing accountsForecast and track key account metrics including quarterly sales results and annual revenue projectionsServe as the primary point of communication for all client account mattersSet and maintain appropriate client expectations, ensuring the timely and successful delivery of solutionsClearly communicate the progress of monthly and quarterly initiatives to clients and internal teamsEscalate client retention risks to your direct supervisor promptly to protect the relationship Client Support – 30% Respond to client concerns by coordinating across internal departments to drive timely and satisfactory resolutionBring in subject matter experts when technical depth is requiredProvide consistent, proactive communication to key stakeholders throughout incident response and follow-upAddress account-related questions with clarity and professionalismMaintain documentation of resolution processes for future reference and internal knowledge sharingLeverage our internal CRM platform to ensure consistency and accountability in every client interaction Internal Processes, Documentation, Audits and Standards – 10% Maintain accurate records of client relationship through designated tools.Lead internal teams as requestedCreate internal processes, define standards, communicate and implement best practicesServe as an SME, fulfill requests for presentations and facilitate training as requestedAttend required internal meetings and trainings Requirements HOW WE MEASURE SUCCESS Total Client Revenue - Growing and maintaining revenue across your portfolioClient Retention – Keeping clients engaged, satisfied, and renewedClient Satisfaction – Consistently delivering high-quality experienceClient Margin- Supporting profitable, efficient service delivery Skills & Attributes Strong verbal and written communication skills — you know how to tailor your message to your audienceNaturally curious about technology and how it can solve real business problemsHighly organized with the ability to manage multiple clients and priorities simultaneouslyA proactive problem-solver who takes ownership and follows throughCollaborative team player who can work across departments to get things doneEmbodies the Five Nines Fundamentals in every interaction — with clients and teammates alike WHAT WE Are LOOKING FOR 2–3 years of account management or client success experience within a Managed Service Provider (MSP) or IT services organizationHands-on familiarity with the MSP service model, including managed services agreements, SLAs, and technology stack conversations with clients2+ years of face-to-face or direct customer service experienceDemonstrated experience managing and growing business relationships in a technology-focused environmentAn active approach to solving problems and receiving feedbackComfortable leading presentations and conversations with business owners and executive-level stakeholdersExperience using a CRM and/or PSA platform (ConnectWise, Autotask, HubSpot, or similar) What We Bring To The Table Competitive base salary and commissionsFull health care benefits options including health, dental, vision, and disability401K plan with company matchUnlimited PTOFlexible work environment with remote or hybrid options