MSP Account Manager

Job Summary

The MSP Account Manager serves as the primary point of contact for clients, ensuring their satisfaction, retention, and growth. This role focuses on building strong relationships, identifying business needs, and presenting solutions to address IT challenges. The Account Manager works collaboratively with technical teams to deliver superior service and achieve company objectives.

Key Responsibilities

Client Relationship Management

• Serve as the primary liaison between the MSP and assigned clients, maintaining regular communication.
• Build and maintain strong, long-term relationships with key stakeholders.
• Conduct quarterly business reviews (QBRs) to discuss performance, project updates, and future plans.
• Act as the escalation point for any client concerns, ensuring timely resolution and satisfaction.

Account Growth and Retention

• Identify upselling and cross-selling opportunities, such as additional services, security solutions, or project work.
• Develop strategies to meet and exceed account growth and retention goals.
• Monitor and address risks related to client satisfaction or service delivery.
• Prepare and present proposals for new services or upgrades.

Service Delivery Coordination

• Collaborate with technical teams to ensure clients receive agreed-upon services as outlined in their contracts.
• Ensure all service-level agreements (SLAs) are met or exceeded.
• Work with the dispatch team to prioritize and schedule client support tickets and projects.
• Communicate service updates, system changes, and potential issues to clients in a clear, timely manner.

Financial Management

• Monitor client contracts to ensure profitability and adherence to scope.
• Assist in the renewal process for contracts, identifying opportunities for adjustments based on client needs.
• Track and forecast client billing, ensuring accurate and timely invoicing.

Strategic Input

• Work with leadership to identify trends, challenges, and opportunities within assigned accounts.
• Provide feedback on how to improve service offerings and client engagement.
• Stay informed about IT industry trends, emerging technologies, and competitive services.

Qualifications

Required Skills

• Strong interpersonal and communication skills, both written and verbal.
• Proven ability to manage multiple client accounts simultaneously.
• Excellent problem-solving and conflict resolution skills.
• Ability to present technical concepts in a business-friendly manner.

Experience and Education

• Bachelor’s degree in Business, IT, or a related field (or equivalent experience).
• 2+ years of account management experience, preferably in an MSP or IT services environment. 
• Familiarity with MSP tools such as ConnectWise, Autotask, or similar platforms.
• IMPORTANT: You will only be considered if you've worked for another IT company or MSP in some capacity. Whether you were an IT Tech, account manager, service coordinator, etc.  Must have technical experience.

Preferred Skills

• Understanding of IT infrastructure, cybersecurity, cloud services, and other MSP offerings.
• Experience with sales and proposal development.
• Knowledge of contract negotiation and financial forecasting.

Work Environment

• Primarily office-based with some client site visits.
• May involve some after-hours availability for urgent client issues.

Performance Metrics

• Client satisfaction scores (e.g., CSAT).
• Account retention rate.
• Revenue growth from upselling/cross-selling.
• SLA compliance and service delivery quality.