Account Manager

The Account Manager is a crucial member of the technology success team, dedicated to building strong client relationships and boosting customer satisfaction. This role is instrumental in assisting with the creation and follow-up of quotes and proposals for customer purchases and liaising with technical teams for any technical inquiries. The Account Manager ensures seamless operational processes, from order placement through to billing, and meticulously maintains client records to support outstanding service delivery by maintaining the client MSP agreements within the chosen PSA software.

Job Responsibilities:

• Develop and maintain strong, long-lasting customer  relationships, acting as the primary point of contact for guiding clients through our organization's  structure and ensuring their inquiries are addressed by the appropriate team members.
• Develop and maintain strong, long-lasting customer  relationships, acting as the primary point of contact for guiding clients through our organization's  structure and ensuring their inquiries are addressed by the appropriate team members.
• Conduct regular check-ins with clients to understand their needs, address concerns, and  ensure satisfaction with services. 
• Proactively identify opportunities to upsell or cross-sell services that align with client needs.
• Act as a liaison between clients and internal teams (e.g., technical support, project  management) to ensure timely and effective resolution of issues.  
• Deliver outstanding customer service by promptly addressing client  inquiries and concerns, ensuring clients are fully supported throughout their interactions with our  company.
• Redirect technical questions and solution-oriented discussions to the appropriate  technical expert, primarily the vCIO and support teams, to ensure clients receive the best possible  advice and support.
• The account manager provides client portal training along with maintaining  client portal information for accuracy. 
• Manage the creation of quotes and proposals for routine hardware and  software purchases.
• Support the creation of more advanced proposals by organizing meetings  between clients and the vCIO or professional services team and following up on proposals once  they are delivered.
• Responsible for order placement, order tracking, and coordination with the  finance team for invoicing sales orders.
• Update records in agreements as needed for reconciliation  and accurate billing. 
• Coordinate hardware, software and pro services service tickets and projects  with respective teams and ensuring on time delivery/completion.  
• Keep clients informed about updates, general service options,  and organizational news that may impact their service experience.
• Facilitate the organization of  meetings and discussions between clients and the vCIO or other technical team members for more  in-depth explorations of potential solutions or strategies, enhancing client engagement without  directly offering technical recommendations.  
• Diligently maintain up-to-date records of client interactions,  services discussions, and specific client requests, including keeping the customer and customer  employee lists current.
• Ensure all documentation related to quotes, orders, and billing is accurately  recorded and easily accessible.  
• Monitor account health and identify at-risk clients, taking  proactive steps to address concerns and improve retention.
• Develop and execute account growth  strategies to expand services within existing accounts.
• Track and report on key account metrics,  such as revenue growth, client satisfaction, and service utilization.
• Conduct QBR to maintain  relationships and address issues.
• Be available during the normal business hours for client  communications and interactions.
• Participate in culture building and team building activities.
• Perform other duties as assigned.

Pay: TBD

• Associate degree (or equivalent education and or relevant work experience) in business administration, IT, Sales, Marketing, or a related field preferred.  

•  Proven experience in account management, sales, or customer service, preferably in the IT or  managed services industry.  
•  Strong ability to communicate, present, and influence effectively at all levels, including executive  and C-level.  
•  Demonstrated skill in managing client-focused solutions based on customer needs.   Ability to manage multiple account management projects at a time while maintaining sharp attention to detail.  
•  Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships.  
•  Results-driven mindset, with a focus on achieving customer satisfaction, meeting project requirements, and driving successful outcomes.  
•  Excellent listening, negotiation, and presentation skills.  
•  Proficiency in CRM software and Microsoft Office Suite.  
•  Ability to multitask and prioritize in a fast-paced environment.  
•  Problem-solving mindset with a focus on delivering exceptional customer service. 

What we Offer:

• Opportunities for growth and advancement
• Competitive compensation package, including Philcare HMO

Work Hours:

• Full-time, Central Standard Time business hours, Remote