Careers

Senior Account Manager – Managed Services Provider

We are seeking an experienced and driven Senior Account Manager who acts as the primary business contact for a portfolio of clients, helping them align their IT services with their business objectives. Working closely with our technical teams to ensure service delivery meets expectations, conduct QBRs, manage contract renewals, identify upsell and cross-sell opportunities, and maintain high levels of customer satisfaction and retention while ensuring profitability.  It’s a target driven role with new business objectives included.

The ideal candidate will have a strong background in ICT services and solutions, particularly in areas such as cybersecurity, AI and Automation, Compliance and Governance, cloud computing, VoIP, infrastructure management, and help desk services. You will play a critical role in maintaining strong client relationships and delivering value through strategic account planning and consultative selling.

Key responsibilities:

• Serve as the primary relationship manager for a portfolio of key clients.
• Develop a deep understanding of clients’ business needs and align MSP offerings (e.g., managed security and services, cloud services, disaster recovery, general IT support, infrastructure) to meet their objectives.
• Drive account growth through strategic upselling and cross-selling of services and solutions.
• Identify and pursue sales leads, managing them through the sales cycle to secure new contracts.
• Prepare and deliver QBRs (Quarterly Business Reviews) and strategic IT roadmaps to key stakeholders.
• Collaborate with internal teams (e.g., engineering, helpdesk, finance) to ensure successful service delivery and issue resolution.
• Manage the renewal and expansion process for contracts and service agreements.
• Monitor customer satisfaction, proactively address issues, and ensure high levels of retention and loyalty.
• Stay current with industry trends and emerging technologies to provide innovative solutions and insights to clients.
• Meet or exceed assigned sales quotas and KPIs, including revenue growth and client retention metrics.
• Utilize internal systems to manage pipelines, forecast sales, and track activities.

• Qualifications required:
  • 5+ years of experience in IT account management, preferably within a Managed Services Provider or IT consulting environment.
  • Proven track record of building and growing strategic B2B client relationships.
  • Strong knowledge of IT services, including but not limited to:
    • Managed IT & Helpdesk Support Services
    • Cybersecurity (firewalls, endpoint protection, SOC)
    • Cloud solutions (Azure, Microsoft 365)
    • Networking and infrastructure
    • Backup and disaster recovery
    • Teams Voice
  • Exceptional communication, presentation, and negotiation skills.
  • Comfortable engaging with C-level executives, technical stakeholders, and procurement teams.
  • Experience working within SLA-driven environments.
  • Strong organizational and time management skills; self-starter attitude.
  • Proficiency in PSA/CRM and account planning tools (e.g., AutoTask).