Make an impact with our Managed Services Practice as a Client Account Manager. The successful candidate plays a critical role in ensuring the long-term success of our Managed Services clients. This role focuses on developing strategic relationships, understanding client goals, and ensuring that the services delivered meet or exceed expectations. The Account Manager acts as the client's advocate within the organization and drives continuous improvement, satisfaction, and growth.
ResponsibilitiesClient Relationship Management- Serve as the primary point of contact for assigned clients, ensuring timely and effective communication.
- Build and maintain strong, long-term relationships with client stakeholders at all levels.
- Conduct regular business reviews to discuss performance, goals, and future needs.
- Ensure a deep understanding of the client's business strategy, industry environment, and technology roadmap.
Client Success & Service Delivery Oversight- Monitor service delivery performance (SLAs, KPIs), ensuring clients receive high-quality managed services.
- Collaborate closely with technical teams to resolve escalated issues and communicate resolutions to clients.
- Proactively identify risks, service gaps, or areas for improvement and drive corrective action.
- Advocate for the client internally, ensuring their needs are understood and addressed.
Strategic Planning & Growth- Develop and maintain account plans outlining goals, opportunities, and expected outcomes.
- Identify opportunities for clients to gain additional value from new or enhanced services.
- Partner with solution teams to propose technology enhancements aligned with client goals.
- Support contract renewals, upsells, and expansion opportunities in a consultative, value-based manner.
Reporting & Insights- Provide clients with meaningful insights through performance reporting, service metrics, and technology recommendations.
- Prepare and present Business Reviews (EBRs).
- Track account health, satisfaction scores, and renewal risks.
Collaboration & Internal Leadership- Act as the voice of the customer within the organization to inform product, service, and process improvements.
- Coordinate internal resources-including service desk, project teams, and technical specialists-to support the client effectively.
- Contribute to continuous improvement initiatives related to client success, service management, and account governance.
Skills and ExperienceRequired- 5+ years experience in Account Management, Customer Success, or Client Relationship roles.
- Experience conducting Executive Business Reviews and developing account plans.
- Experience in Managed Services, MSP environments, Application Managed Services, or IT/technology service delivery.
- Strong understanding of IT infrastructure, cloud services, applications, cybersecurity, and service management frameworks (e.g., ITIL).
- Excellent communication, presentation, and interpersonal skills.
- Proven ability to manage multiple client accounts with strong organizational discipline.
Preferred- Familiarity with PSA/RMM tools (e.g., ConnectWise).
- ITIL certification or equivalent experience.
Key Competencies- Client-first mindset and passion for client success
- Strategic thinking and business acumen
- Problem-solving with a proactive, solution-focused approach
- Ability to influence without authority
- Strong collaboration and facilitation capabilities
- High emotional intelligence and relationship-building expertise
Success Metrics- Client satisfaction (CSAT/NPS)
- Account retention and renewal rates
- Reduction in escalations and service friction points
- Account growth tied to business-aligned technology adoption
- Quality and consistency of business reviews and account governance
- Bilingual proficiency (French/English) is an asset
MY REWARDS @ MNPWith a focus on high-potential earnings, MNP is proud to offer customized rewards that support our unique culture and a balanced lifestyle to thrive at work and outside of the office. You will be rewarded with generous base pay, vacation time, 4 paid personal days, a group pension plan with 4% matching, voluntary savings products, bonus programs, flexible benefits, mental health resources, exclusive access to perks and discounts, professional development assistance, MNP University, a flexible 'Dress For Your Day' environment, firm sponsored social events and more
