Account Manager

Key Responsibilities

• Act as the primary liaison for a portfolio of assigned clients
• Develop long-term relationships and strategic account plans to guide client success
• Conduct regular check-ins and technology roadmap reviews
• Serve as client advocate internally, ensuring satisfaction and proactive issue resolution
• Monitor client usage patterns and address gaps in adoption or service
• Drive client retention through proactive lifecycle planning and satisfaction tracking (e.g., QBRs, NPS follow-up)
• Lead intake and discovery efforts for client requests
• Coordinate with Engineering and Sales Engineering to ensure quotes reflect both technical accuracy and business value, reducing scope creep and ensuring delivery success
• Evaluate opportunities using a structured quote qualification model (simple vs. full project)
• Translate technical concepts into clear business language for client presentations
• Manage pricing reviews, proposal timelines, and documentation in KQM and Autotask
• Project Coordination & Delivery Oversight
• Participate in pre-implementation meetings and handoff processes
• Track client approvals and ensure readiness for launch phases
• Serve as an escalation point for project deviations in scope, cost, or timeline
• Verify solution alignment throughout delivery lifecycle
• Facilitate post-launch follow-up and client satisfaction surveys
• Enable Sales & Growth
• Drive upsells and cross-sell opportunities through relationship-building and lifecycle awareness
• Achieve quarterly client retention and account growth targets
• Support business development and marketing campaigns with client insights
• Maintain awareness of industry trends, pricing models, and competitive landscape
• Track KPIs such as quote-to-win ratio and client follow-up responsiveness to improve account performance and service efficiency

Qualifications

• 3+ years of client-facing experience in account management, project management, or technical sales
• Bachelor’s degree in Business, Communications, IT, or a related field — or equivalent experience
• Proven ability to manage multiple accounts and priorities concurrently
• Strong verbal and written communication skills, including executive-level presentation ability
• Familiarity with quoting tools (e.g., KQM), CRMs and PSAs (e.g., Autotask), and documentation systems (e.g., IT Glue)
• Proficiency in Microsoft Office Suite
• Prior experience in a Managed Services Provider (MSP) or IT services organization
• Knowledge of hardware, licensing, and technology procurement practices
• Exposure to business process evaluation and strategic planning
• Understanding of network infrastructure and cyber security concepts
• Familiarity with service agreements, renewals, and client SLAs