Senior Account Manager

Senior Account Manager
Client Relationship Management
Develop and maintain strong, long-term relationships with clients
Serve as the primary point of contact for assigned accounts, ensuring high levels of satisfaction
Conduct regular client meetings to understand business goals and align technology solutions
Follow up to ensure services and projects meet client expectations
Technical & Strategic Support
Provide guidance on technical solutions including IT infrastructure, cloud services, VoIP, and internet connectivity
Translate technical concepts into clear, business-friendly language
Assist in resolving client issues by coordinating with technical teams
Maintain strong documentation of client environments and interactions
Account Growth & Revenue Generation
Identify opportunities for up-selling and cross-selling services within existing accounts
Prepare and present quotes for hardware, software, and service solutions
Manage contract renewals
Monitor account performance and provide reporting on progress and opportunities
Cross-Functional Collaboration
Work closely with sales, technical support, and product teams to deliver seamless client experiences
Act as a liaison between clients and internal teams to ensure timely and effective solutions
Managerial Duties
Performance Management & Coaching — Setting individual KPIs and targets (e.g., revenue retention, account growth, client satisfaction scores), conducting regular one-on-ones and performance reviews, and coaching team members on account strategy, negotiation, and client relationship skills.
Account Portfolio Allocation & Workload Balancing — Assigning and rebalancing accounts across the team based on complexity, revenue potential, and each manager's capacity or expertise, while ensuring smooth transitions when accounts change hands or key clients need senior coverage.
Escalation & Client Relationship Oversight — Serving as the escalation point for at-risk accounts, high-value clients, or unresolved conflicts, stepping into critical meetings or renewals when needed, and safeguarding key relationships across the portfolio.
Education and Experience
Required Qualifications
2+ years of experience in account management, preferably within MSP, or technology services industries
Strong understanding of networking, and IT environments
Excellent communication, interpersonal, and negotiation skills
Ability to explain technical solutions to non-technical audiences
Strong organizational skills with the ability to manage multiple accounts simultaneously
Experience using CRM and account management tools
Preferred Qualifications
Bachelor’s degree in Business, Information Technology, or related field
Technical certifications or relevant IT training
Experience working with MSP clients

Employment type
Full-Time

Work arrangement
No