MSP Account Manager

MSP Account Manager

Location: Hicksville, NY / Long Island
Position Type: Full-Time
Focus: Client Relationship Management & Account Growth

Position Overview

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.

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.

This is a relationship-driven position. 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.

Qualifications

• 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.

What We're Looking For

We are looking for someone who takes ownership of the client relationship.

The right candidate should know their clients well, understand what is happening within their accounts, recognize when a relationship needs attention, and identify opportunities where additional technology or services can provide value.

This person should be comfortable having both strategic and difficult conversations with clients. They should be able to discuss future technology needs and new solutions while also addressing service concerns, setting expectations, and coordinating with internal teams when issues arise.

Ideal Candidate

You may be a strong fit if you currently work for an MSP, VAR, technology services provider, or IT consulting company managing a portfolio of business clients.

You understand that account management in an MSP isn't simply checking in with customers. It means owning the relationship, protecting recurring revenue, maintaining client satisfaction, coordinating internally, and finding opportunities to grow the account.

The goal is simple: retain the client, strengthen the relationship, and grow the account.

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