Account Manager (MSP)

Join a Dynamic and Growing Team

Are you a relationship-builder who thrives on transparency and measurable results? We’re seeking a highly motivated Account Manager who understands that true customer success is found at the intersection of high-level strategy and daily execution.

In this role, you serve as a critical bridge for your clients, connecting their business needs to our technical expertise. We are looking for someone who naturally brings people together and is inspired to work in a way that supports our service team—ensuring that communication is clear,expectations are managed, and every client feels heard.

Account Manager (MSP)

Position Title: Account Manager (MSP)

Position Class: Exempt

Reports To: Director of Sales

Reports: None

Compensation: Base + Commission | OTE: $85,000 - $115,000 (Uncapped)

Summary

The Account Manager is responsible for the health, retention, and growth of an assigned client portfolio. This is a "performance-meets-people" role: you will be measured by your ability to retain revenue and identify expansion opportunities, all while maintaining radical transparency. You act as a vital link between your clients and our Service Desk, ensuring that the service team is set up for success through your diligent communication and relationship management.

Core Responsibilities

The Bridge: Client & Service Alignment

• Service Team Support: Act as a partner to our Service Desk by managing client expectations and ensuring technical requests are aligned with the client's business priorities.
• Proactive Transparency: Maintain a high cadence of communication, ensuring clients are never in the dark and the internal team is never surprised.
• Collaboration: Work cross-functionally to ensure that what we sell and what we deliver are perfectly in sync.

The Growth: Revenue & Retention

• Revenue Retention: Own the renewal cycle for your portfolio, ensuring clients see the ongoing value of our partnership.
• Upsell & Cross-sell: Identify and execute on opportunities to deepen client engagement through additional services or products that solve their IT pain points.
• Strategic Planning: Conduct regular reviews to ensure the client’s technology roadmap is up-to-date and their budget is aligned with their goals.

The Accountability: KPIs & Tracking

• Performance Tracking: Commit to and perform against key metrics including revenue retention, upsell targets, and client satisfaction.
• Data Integrity: Maintain accurate records of client interactions, health status, and sales pipelines to provide a clear picture of portfolio health.

Success Metrics

• Revenue Retention: Percentage of existing contract value renewed.
• Upsell Goal Attainment: Growth in Monthly Recurring Revenue (MRR) within your existing book of business.
• Communication Quality: Consistency in client touchpoints and internal hand-offs.

Skills & Experience

• The Experience: 5+ years in the technology industry (preferably MSP). You understand the "why" behind managed services.
• The Communicator: You are passionate about being clear and transparent. You naturally bring people together to solve problems rather than working in a silo.
• The Mindset: You are inspired by supporting your team. You understand that when you manage a client well, it makes our Service Desk more effective.
• The Executor: You are disciplined about tracking your own performance and hitting your KPIs.
• Technical Literacy: Comfortable discussing IT landscapes; Cisco, EMC, or VMware certifications are a strong plus.
• Education: Bachelor’s degree or equivalent professional experience in account management.