The Role

You will own the full client relationship lifecycle across a portfolio of 15 to 25 managed services accounts. Your job is retention, expansion, and strategic alignment. You are the person our clients call when they need to think through their technology future, not just when something breaks.

This is a revenue-generating, client-facing role with real authority. You will run Quarterly Business Reviews, build technology roadmaps, identify expansion opportunities, and serve as the connective tissue between our clients and our technical delivery teams.

What You Will Do

Own Client Relationships - Manage a defined book of business. Maintain a consistent QBR cadence. Know your clients' businesses well enough to anticipate needs before they surface. Drive net revenue retention above 105%.

Build Strategic Roadmaps - Work directly with clients to align their IT investments with business objectives. Translate technical capabilities into business outcomes. Position PTG as a long-term strategic partner, not a vendor.

Drive Growth - Identify and close expansion opportunities within existing accounts. Bring proposals that solve real problems, not generic upsells. You will be measured on account growth, not just account maintenance.

Onboard New Clients - Partner with sales and engineering to ensure every new client has a seamless transition into our managed services environment. Set expectations, build trust, and establish the rhythm of the relationship from day one.

Manage Proposals - Create and deliver customized proposals for new and existing clients. Own the follow-up. Move deals through the pipeline with urgency and precision.

Bridge Clients and Delivery - Act as the liaison between your clients and our helpdesk, project, and engineering teams. Ensure issues are resolved fast. Feed client intelligence back to operations to improve service delivery across the board.

Requirements

Required:

• 3+ years in account management.
• Demonstrated track record of client retention and account growth.
• Comfort leading QBRs and presenting technology strategies to non-technical executives.
• Working knowledge of the Microsoft 365 ecosystem.
• Strong written and verbal communication skills.

Preferred:

• 3+ years in account management within an MSP, IT services, or technology environment.
• Experience managing $1M+ in recurring revenue across a client portfolio.
• Understanding of cybersecurity compliance frameworks. (CMMC, NIST, SOC 2)
• Background in mid-market B2B environments.
• Familiarity with PSA/RMM platforms. (Halo PSA, ConnectWise, Datto, or similar)
• CRM proficiency. (HubSpot, Salesforce, or equivalent)
• Bachelor's degree in business, technology, or related field.

Benefits

• 401(k) with company match.
• Health, dental, and vision insurance.
• Life insurance.
• Paid time off.
• Parental leave.
• Professional development and certification funding.
• Referral program.