Account Manager

Role Overview:

The Account Manager plays a critical role in maintaining and growing client relationships for the MSP. This position is responsible for ensuring client satisfaction, identifying upsell opportunities, and coordinating with technical teams to deliver high-quality IT services and solutions.

Key Responsibilities:

• Serve as the primary point of contact for assigned client accounts.
• Build and maintain strong, long-term relationships with clients.
• Understand client business needs and align MSP services to support their goals.
• Coordinate with service delivery teams to ensure timely and effective resolution of client issues.
• Conduct regular account reviews and performance reporting.
• Identify opportunities for upselling and cross-selling MSP services.
• Manage contract renewals and negotiate service agreements.
• Ensure client retention through proactive engagement and value delivery.
• Stay informed about industry trends and emerging technologies relevant to clients.

Qualifications:

• Bachelors degree in Business, IT, or related field.
• 3+ years of experience in account management, preferably in an MSP or IT services environment.
• Strong understanding of IT infrastructure, cloud services, cybersecurity, and support models.
• Excellent communication, interpersonal, and problem-solving skills.
• Proven ability to manage multiple client accounts and priorities.
• Experience with CRM systems and account management tools.

Preferred Skills:

• Technical background or certifications (e.g., CompTIA, ITIL) are a plus.
• Familiarity with SLAs, ticketing systems, and service delivery metrics.
• Ability to translate technical concepts into business value for clients.