Senior Account Manager
Client Relationship Management
- Develop and maintain strong, long-term relationships with clients
- Serve as the primary point of contact for assigned accounts, ensuring high levels of satisfaction
- Conduct regular client meetings to understand business goals and align technology solutions
- Follow up to ensure services and projects meet client expectations
Technical & Strategic Support
- Provide guidance on technical solutions including IT infrastructure, cloud services, VoIP, and internet connectivity
- Translate technical concepts into clear, business-friendly language
- Assist in resolving client issues by coordinating with technical teams
- Maintain strong documentation of client environments and interactions
- Account Growth & Revenue Generation
- Identify opportunities for up-selling and cross-selling services within existing accounts
- Prepare and present quotes for hardware, software, and service solutions
- Manage contract renewals
- Monitor account performance and provide reporting on progress and opportunities
Cross-Functional Collaboration
- Work closely with sales, technical support, and product teams to deliver seamless client experiences
- Act as a liaison between clients and internal teams to ensure timely and effective solutions
Managerial Duties
- Performance Management & Coaching - Setting individual KPIs and targets (e.g., revenue retention, account growth, client satisfaction scores), conducting regular one-on-ones and performance reviews, and coaching team members on account strategy, negotiation, and client relationship skills.
- Account Portfolio Allocation & Workload Balancing - Assigning and rebalancing accounts across the team based on complexity, revenue potential, and each manager's capacity or expertise, while ensuring smooth transitions when accounts change hands or key clients need senior coverage.
- Escalation & Client Relationship Oversight - Serving as the escalation point for at-risk accounts, high-value clients, or unresolved conflicts, stepping into critical meetings or renewals when needed, and safeguarding key relationships across the portfolio.
Education and Experience
Required Qualifications
- 2+ years of experience in account management, preferably within MSP, or technology services industries
- Strong understanding of networking, and IT environments
- Excellent communication, interpersonal, and negotiation skills
- Ability to explain technical solutions to non-technical audiences
- Strong organizational skills with the ability to manage multiple accounts simultaneously
- Experience using CRM and account management tools
Preferred Qualifications
- Bachelor's degree in Business, Information Technology, or related field
- Technical certifications or relevant IT training
- Experience working with MSP clients
