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