Client Success and Account Manager

Key Responsibilities

• Serve as the primary business contact for assigned client accounts.
• Develop and maintain trusted advisor relationships with client stakeholders and executive leadership.
• Conduct regular client touchpoints to assess satisfaction, identify concerns, and understand evolving business needs.
• Develop and maintain strategic account plans and technology roadmaps.
• Maintain client satisfaction through CSAT, surveys, executive feedback, and account reviews.
• Partner with Executive Leadership regarding contract negotiations and strategic account planning.
• Enable account growth through strategic technology planning and drive upsell/cross-sell opportunities.
• Collaborate with Engineering and Executive Leadership to develop solutions and recommendations.
• Coordinate executive-level communications and account planning activities.
• Participate in client onboarding and strategic project planning.
• Assist with client communication during major incidents, escalations, and critical service events.

SLA Governance & Service Oversight

• Own client-facing Service Level Agreement (SLA) governance and reporting.
• Review service performance metrics monthly with the Service Desk Manager.
• Monitor SLA compliance, ticket trends, service quality indicators, and recurring support issues.
• Facilitate service improvement plans when service levels fall below contractual expectations.
• Identify at-risk clients and coordinate corrective action plans with Service Desk Leadership.
• Ensure service delivery aligns with client expectations and contractual obligations.
• Participate in service review meetings and escalation management activities.
• Maintain awareness of client activity through internal systems (e.g., ticketing, documentation, and CRM platforms).

Contract Management & Renewals

• Maintain knowledge of all assigned client agreements, managed service contracts, statements of work, and renewals.
• Manage contract renewals, service amendments, and agreement modifications.
• Ensure clients understand service inclusions, exclusions, and contractual commitments.
• Identify opportunities to optimize services and improve client value.

Business Reviews & Strategic Planning

• Conduct Monthly Service Reviews with assigned clients.
• Lead Quarterly Business Reviews (QBRs) focused on: Service performance, SLA compliance, cybersecurity posture, technology roadmap planning, budget forecasting, and strategic initiatives.
• Present recommendations aligned with client business goals and technology strategy.
• Coordinate executive-level communications and account planning activities.
• Conduct Annual Technology Planning Reviews with executive stakeholders.

Client Experience & Success Management

• Monitor client satisfaction through CSAT, surveys, executive feedback, and account reviews.
• Analyze helpdesk feedback and recurring service concerns.
• Partner with Service Desk Management to address service deficiencies.
• Develop service recovery plans for dissatisfied clients.
• Track and report client satisfaction metrics and retention indicators.
• Promote continuous improvement initiatives focused on the client experience.

Required Qualifications

• Bachelor's Degree in Business Administration, Information Technology, Communications, or related field (or equivalent experience).
• Minimum five (5) years of client-facing account management, customer success, or business relationship management experience.
• Minimum three (3) years of experience within a Managed Services Provider (MSP), technology services organization, or similar environment.
• Strong understanding of managed services, cybersecurity, cloud solutions, and technology lifecycle planning.
• Experience managing client contracts, service level agreements, and executive relationships.
• Strong business communication, presentation, and negotiation skills.

Preferred Qualifications

• ITIL Foundation Certification.
• Experience conducting Executive Business Reviews and Quarterly Business Reviews.
• Familiarity with Autotask, ConnectWise, IT Glue, Kaseya, or similar MSP platforms.
• Sales, account management, or customer success certifications.

Mandatory Employment Requirements

• Pass a Missouri State Highway Patrol (MSHP) and federal fingerprint-based background check.
• Successfully complete Criminal Justice Information Systems (CJIS) training and certification.
• Be a U.S. citizen residing in the St Louis Metropolitan area.
• Hold a valid U.S. driver's license with a clean driving record.
• Pass random drug tests as required.