Account Manager

About the role

As the Account Manager (AM), your main goal is to drive customer satisfaction and retain and grow the revenue of your respective book of accounts. This is a Hybrid role in the DMV area (85% remote, 15% client visits). The specific allocation of remote versus onsite requirements may fluctuate based on business needs. You must be able to travel by car to client locations and have a valid driver's license and insured vehicle.

Responsibilities

• Manage approximately $2M in yearly recurring revenue
• Identify and close opportunities to successfully achieve quarterly sales goals on a consistent basis
• Hold in-person/remote meetings with clients to discuss strategy, budgets, and roadmaps to drive their IT forward
• Communicate new product and service offerings to clients
• Manage and execute agreement renewals, knowing if they have the right mix of services and assessing if there are opportunities to add services
• On-board new clients while collaborating with the new business development team
• Work with the solution architect team to effectively scope client projects
• Identify clients who are at risk and develop retention strategies
• Manage a large client load
• Share client feedback with relevant Ntiva teams and collaborate to ensure client expectations are being set and met accordingly
• Communicate Ntiva service/technology/internal integration changes to clients on a regular basis
• Review client invoices monthly and work with finance department on any needed changes
• Engage with clients who have 60+ day past due balances
• Other duties as assigned

Requirements

• 2-5 years of Client Services/Client facing experience, preferably in the IT industry and experience working for an IT Managed Service Provider (MSP)
• Experience working in a cross functional team
• Superior people skills; client service and people oriented
• Ability to communicate and cooperate with various departments in order to obtain information needed
• Ability to work under pressure, while maintaining a tactful and professional demeanor
• Strong problem-solving capabilities
• Highly organized and strong time management skills
• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
• Valid driver's license and insured vehicle

Qualifications

• Bachelor's Degree (BA/BS) in Computer Science, IT or relevant field (preferred)
• Experience with ConnectWise family of products or similar service management system (preferred)
• Familiarity with technology, specifically network/system services

Benefits

• Medical benefits
• 401(k) eligibility
• PTO

Pay

The base pay range for this position is expected to be between $73,000 and $85,000 per year, plus a commission plan. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience.

Workspace Requirements

Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to:

• Password-protecting all equipment
• Keeping confidential and proprietary documents secure
• Refraining from using public Wi-Fi
• Having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval)

Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, subject to review by management, and must adhere to Ntiva policies and procedures.