Summary:
Seeking a skilled and motivated Account Manager. In this role, you will manage and grow a portfolio of SMB clients, serving as their primary commercial contact. Your focus will be on driving renewals, retention, and expansion by aligning IT and cybersecurity services with each client’s business goals.
Responsibilities:
- Manage the overall commercial relationship for assigned accounts.
- Lead the renewal process, including proposals, negotiations, and contract execution.
- Conduct quarterly and bi-annual business reviews, presenting client success metrics, ROI, and strategic recommendations.
- Partner with Professional Services and technical teams to align IT roadmaps and budget planning with client objectives.
- Identify and pursue upsell and cross-sell opportunities across cybersecurity, cloud, and other strategic solutions.
- Develop and maintain account plans and accurately forecast revenue growth.
- Collaborate with Sales leadership to achieve revenue and retention targets.
- Track and report on client health, renewal pipeline, and potential risks.
- Act as the client advocate, ensuring client needs are communicated effectively across technical, finance, and leadership teams.
- Serve as an escalation point for major client issues, working with internal teams to ensure timely resolution.
- Provide data-driven insights to leadership on client trends, churn risks, and service improvement opportunities.
- Perform additional duties as required.
Qualifications:
- 3+ years of account management or client-facing experience within MSP, SaaS, IT services, cybersecurity, or a related field.
- Strong business acumen with the ability to advise clients on IT budgets, ROI, and strategic investments.
- Excellent presentation and communication skills, comfortable engaging with executive stakeholders.
- Experience with sales processes, renewals, and contract negotiations.
- Proficiency with CRM and PSA tools for pipeline tracking and forecasting.
- Familiarity with IT and security service offerings preferred.
- Ability to work independently, manage multiple priorities, and adapt in a dynamic environment.
- Strong analytical, problem-solving, and decision-making skills.
- High level of professionalism, integrity, and accountability.
- Flexibility to adjust working hours based on client needs.
- Exceptional attention to detail and follow-through.