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About the Role
We are seeking an experienced MSP Account Manager to manage and grow relationships with our existing clients. This role serves as a primary business point of contact for assigned accounts and is responsible for ensuring clients receive value from their technology partnership while identifying opportunities to expand services. Success will be measured by client retention, client satisfaction, relationship strength, and growth within the existing client base.
Responsibilities
- Serve as the primary relationship and business contact for an assigned portfolio of clients.
- Develop strong relationships with business owners, executives, IT leaders, and other key stakeholders.
- Build a thorough understanding of each client's business, technology environment, challenges, and future needs.
- Conduct regular client meetings, account reviews, and strategic technology discussions.
- Ensure clients understand the services they are receiving and the overall value of the MSP relationship.
- Work closely with service delivery, technical, project, and leadership teams to ensure client expectations are understood and addressed.
- Proactively identify client concerns and help coordinate internal resources to resolve issues before they negatively impact the relationship.
- Identify opportunities to expand existing relationships through additional managed services, cybersecurity, cloud, Microsoft 365, professional services, projects, hardware, software, and licensing.
- Develop proposals, quotes, renewals, and recommendations based on client needs.
- Manage contract renewals and help maintain strong client retention.
- Maintain accurate client information, opportunities, activities, and forecasts within the company's CRM/PSA.
- Coordinate internally to ensure commitments made to clients are communicated and followed through.
- Act as an advocate for the client internally while balancing client needs with company standards, scope, and contractual responsibilities.
Requirements
- Previous MSP, VAR, IT services, or technology account management experience strongly preferred.
- Experience managing ongoing business relationships with multiple clients.
- Strong understanding of the MSP business model and recurring managed services.
- Experience selling or supporting the sale of technology solutions, including managed services, projects, hardware, software, licensing, cloud, and cybersecurity services.
- Ability to communicate effectively with both technical teams and business executives.
- Strong relationship-building, communication, organization, and presentation skills.
- Comfortable discussing contracts, renewals, proposals, pricing, and service expectations with clients.
- Ability to identify opportunities within existing accounts and move them through the sales process.
- Strong sense of ownership and follow-through.
- Takes ownership of the client relationship.
- Knows clients well, understands account activities, recognizes when a relationship needs attention, and identifies opportunities for additional technology or services.
- Comfortable having both strategic and difficult conversations with clients.
- Able to discuss future technology needs and new solutions while addressing service concerns, setting expectations, and coordinating with internal teams when issues arise.
Skills
- Managed services
- IT services
- Cloud
- Cybersecurity
- Hardware
- Software
- Licensing
- Microsoft 365
- Relationship management
- Account growth
- Client retention
- Client satisfaction
- CRM/PSA
- Proposal development
- Quoting
- Contract renewals
- Sales process management
- Communication
- Organization
- Presentation
Location
- Hicksville, NY / Long Island
Work Type
- Full-Time
Experience Level
- Experienced
About the Company
- The ideal candidate has experience working within a Managed Service Provider (MSP) or IT services organization and understands how managed services, professional services, cloud, cybersecurity, hardware, software, and licensing come together to support a client's business.