MSP Account Manager

3 weeks ago

Ossining, United States ServiceByte LLC Full time

Important: Previous MSP Experience is Highly Desired For This Role

Work with an exciting small business team that provides IT help desk support to businesses and individuals. We have a competitive compensation with benefits, flexible scheduling, ability to work remotely, and future positions to grow into as we grow.

We provide fast and friendly computer support remotely over the Internet, and on-site in client's homes and businesses. In addition, we provide IT infrastructure planning and development and Cybersecurity. We have strong relationships with our clients, so it is important that you are a good communicator and can meet deadlines. You need to manage time well and be willing to travel sometimes on-site to clients.

Job Title: Account Manager

Job Summary: The Account Manager is a hybrid role within ServiceByte, responsible for managing strategic client relationships, serving as the primary point of contact for key accounts, and providing strategic technology guidance and leadership. This role involves understanding client business objectives, aligning technology solutions with client needs, and delivering value-added services to drive client satisfaction, retention, and growth. The Account Manager acts as a trusted advisor and advocate for clients, leveraging technical expertise, industry knowledge, and relationship-building skills to foster long-term partnerships and mutual success.

Key Responsibilities:

Strategic Account Management:

  • Develop and maintain strong, trust-based relationships with key client stakeholders, serving as the primary point of contact for all client interactions, inquiries, and escalations.
  • Understand client business objectives, challenges, and priorities, and proactively identify opportunities to deliver value-added services, solutions, and insights to address client needs and drive business outcomes.

Client Engagement and Retention:

  • Conduct regular strategic account reviews with clients to assess satisfaction, discuss business challenges, and identify opportunities for technology optimization, innovation, and growth.
  • Proactively address client concerns, resolve issues, and exceed client expectations by delivering exceptional service, responsiveness, and value through proactive communication and collaboration.

Technology Consultation and Guidance:

  • Serve as a trusted advisor to clients, providing strategic technology guidance, recommendations, and roadmaps aligned with client business goals, industry trends, and best practices.
  • Conduct technology assessments, audits, and gap analyses to identify opportunities for improvement, optimization, and innovation in client IT environments, and develop tailored strategies and solutions to address client needs.

Solution Design and Proposal Development:

  • Collaborate with technical teams, solution architects, and subject matter experts to design and propose comprehensive technology solutions, including managed services, cloud solutions, cybersecurity, and digital transformation initiatives, tailored to meet client requirements and objectives.
  • Develop compelling proposals, presentations, and business cases to articulate the value proposition, benefits, and ROI of proposed solutions, and engage clients in decision-making discussions and negotiations.

Project Management and Implementation Oversight:

  • Manage the successful delivery of client projects and initiatives, including technology migrations, upgrades, and implementations, ensuring adherence to project timelines, budgets, and quality standards.
  • Coordinate cross-functional project teams, communicate project status updates, and address project risks and issues to ensure project success and client satisfaction.

Revenue Growth and Business Development:

  • Identify upsell, cross-sell, and expansion opportunities within existing client accounts, working closely with sales, marketing, and technical teams to develop and execute account growth strategies and initiatives.
  • Collaborate with sales teams on new client acquisition efforts, providing technical expertise, solution consultation, and support in proposal development and client presentations.

Continuous Learning and Industry Engagement:

  • Stay informed about industry trends, emerging technologies, and best practices in IT management, cybersecurity, cloud computing, and digital transformation, and share insights and knowledge with clients and internal teams.
  • Participate in industry events, conferences, and networking opportunities to expand professional network, build relationships with industry peers, and promote the company's brand and thought leadership in the market.

Qualifications:

  • Bachelor's degree in Information Technology, sales, or related field preferred.
  • 2+ years of experience in strategic account management, client relationship management, or sales roles within the IT services industry, preferably in an MSP environment.
  • Strong technical background and understanding of IT infrastructure, systems, applications, and cloud technologies, with proficiency in solution design, architecture, and implementation.
  • Proven track record of success in driving client satisfaction, retention, and revenue growth through strategic account management, solution consultation, and business development initiatives.
  • Excellent communication, presentation, and negotiation skills, with the ability to articulate complex technical concepts and business value propositions to diverse audiences, including C-level executives.
  • Project management certification (PMP, PRINCE2) and ITIL certification are desirable but not required.

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