Account Manager

Account Manager Responsibilities

Position Summary

The Account Manager serves as the primary liaison between the client and the Managed Services Provider (MSP). This role ensures strategic alignment between client goals and IT services, maintaining consistent communication, business continuity, and client satisfaction. The Account Manager works closely with the Technical Account Manager (TAM) to provide a unified client experience, balancing relationship management with operational oversight.

Client Relationship & Communication

• Schedule, prepare, and lead regular client cadence meetings such as Quarterly Business Reviews (QBRs) and renewal discussions.
• Act as the primary contact for all business and operational communications, ensuring clarity and responsiveness.
• Serve as the first point of escalation for non-technical client issues, including service dissatisfaction or billing concerns.
• Maintain an in-depth understanding of each client’s business operations, structure, and strategic priorities.

Deliverable

Type / Object

Description / Outcome

Quarterly Business Review (QBR) Deck (Business Section)

Presentation

Slide deck summarizing client outcomes, performance metrics, and roadmap progress.

Client Communication Log

Documentation / CRM Record

Log of meetings, calls, and key correspondence for visibility and accountability.

Client Escalation Log

Ticket/Meeting

Tracker for client-reported issues, escalations, and resolutions.

Client Overview Profile Sheet

Documentation

Summary of client business structure, leadership, and strategic priorities.

Strategic Planning & Roadmapping

• Collaborate with the TAM to develop and maintain annual account plans that define client objectives, business goals, and risk indicators.
• Lead strategic planning sessions to align IT roadmaps with client budgets and growth strategies.
• Identify opportunities for technology adoption, efficiency improvement, and compliance alignment.
• Track and report client satisfaction and risk factors through structured follow-ups.

Deliverable

Type / Object

Description / Outcome

1-Year Review

Presentation

Defines client business goals, IT objectives, and risk indicators for the year.

Strategic Planning Session Deck

Presentation (QBR)

Executive summary deck of progress, roadmap status, and priorities.

Roadmap Alignment Review

Presentation (Cadence / QBR)

Assesses alignment between IT initiatives and business objectives.

Client Engagement Tracking

Ticket

Tracks cadence meetings, surveys, and follow-ups with clients.

Agreement & Renewal Management

• Lead agreement renewal meetings, reviewing service scope, performance, and value delivery.
• Oversee the complete renewal process, including pricing validation, documentation updates, and internal coordination.
• Ensure timely and accurate completion of renewals to maintain seamless service continuity.

Deliverable

Type / Object

Description / Outcome

Renewal Proposal

Document / Presentation

Comprehensive renewal documentation including pricing, service scope, and business justification.

QBR Meeting

Presentation

Renewal overview slide for QBR discussions with key business impacts.

Contract Renewal Tracking

Ticket

Checklist verifying pricing, scope, and documentation completion.

Project & Quote Management

• Prepare, send, and follow up on client project quotes and proposals.
• Ensure all proposals accurately reflect project scope, deliverables, and business alignment.
• Collaborate with the TAM for technical specifications, hardware/software requirements, and SOW validation.

Deliverable

Type / Object

Description / Outcome

Quote/Agreement

Sell Quote/ Agreement / Project Ticket

Client proposal combining technical and business justifications.

Project Kickoff Agenda

Project Ticket / Meeting

Agenda defining project purpose, deliverables, and client expectations.

Quote Follow-up Tracker

Project Ticket

Tracks all sent quotes with follow-up schedules and responses.

Business Impact Statement

Document

Justification linking project deliverables to business outcomes.

Project Review Summary

Meeting/ Project Ticket

Post-project review documenting business value achieved and client satisfaction.

Client Education & Advocacy

• Communicate the business rationale and value behind technology roadmap initiatives and projects.
• Promote client engagement with Account Management, vCIO, and training services to enhance IT maturity.
• Educate clients on IT best practices, cybersecurity awareness, and operational resilience.

Deliverable

Type / Object

Description / Outcome

Client Education Decks / Cadence Meeting

Presentation

Business-focused materials explaining the purpose and value of technical initiatives.

IT Policy Communication Guide

Documentation

Client-facing guide explaining IT policies, data handling, and best practices.

Client Training

Documentation / Presentation / Meeting

Calendar tracking scheduled client education or security awareness sessions.

Vendor Management & Accountability

• Collaborate with the TAM to manage vendor relationships and communicate business implications to clients.
• Ensure vendor contracts and performance align with client expectations and MSP standards.

Deliverable

Type / Object

Description / Outcome

Vendor Contract Index

ITB / KB Article

List of vendor contracts, renewal dates, and associated clients.

Vendor Communication Log

Documentation

Notes from vendor meetings or escalations affecting client operations.

Vendor Alignment Summary

Documentation

Review of vendor performance against MSP and client expectations.

Compliance, Standards & Risk Management

• Maintain awareness of client compliance frameworks such as HIPAA, SOC 2, or CMMC.
• Collaborate with the TAM and Security Advisor to ensure that agreements and services adhere to compliance requirements.
• Assist in communicating risk mitigation, data protection, and business continuity plans to clients.

Deliverable

Type / Object

Description / Outcome

Compliance Framework Summary

Documentation / KB Article

Outlines applicable compliance frameworks per client (e.g., HIPAA, SOC 2, CMMC).

Risk Mitigation Communication Plan

Documentation (ITB, RACI) / Presentation

Communication plan detailing actions for mitigating business risks.

Business Continuity Plan (Client Overview)

Document/KB Article

Summary of critical systems and recovery priorities for client leadership.

Operational Oversight

• Monitor ticket queues for responsiveness, escalation handling, and SLA adherence.
• Collaborate with Dispatch and NOC teams to ensure consistent service delivery performance.
• Review service metrics and escalate issues or trends to leadership for resolution.

Deliverable

Type / Object

Description / Outcome

Service Performance/ Ticket Review

Presentation/Ticket

Visual summary of SLA performance, responsiveness, and open issues.

Environment Data & Documentation

• Maintain business-facing client documentation for billing, renewals, and service alignment.
• Validate TAM-provided technical data for use in contracts and strategic discussions.
• Ensure client documentation reflects current operational requirements and business context.

Deliverable

Type / Object

Description / Outcome

Client Business Documentation Sheet

Documentation/KB Article

Client-specific overview of business, billing, and operational data.

Operational Documentation Review Log

Manage/ITB

Ensures technical and business data are up to date across departments.

Contract Reference Sheet

Document

Summary of service scope, renewal, and billing terms for internal use.

Cross-Departmental Governance

• Lead communication across internal departments to ensure seamless service alignment for assigned clients.
• Serve as the business subject matter expert (SME) during internal meetings to represent client needs.
• Communicate procedural changes and business impact to leadership and service teams.

Deliverable

Type / Object

Description / Outcome

Internal Client Governance Notes

Ticket

Record of internal meetings addressing client risks and satisfaction.

Interdepartmental Communication Plan

Documentation/Teams Message

Plan for synchronizing communication across technical and business teams.

Leadership Briefing Summary

Presentation / Document

Concise summary of major client updates for leadership review.

New Client Onboarding

• Serve as the primary client contact during onboarding, ensuring a smooth transition from sales to service delivery.
• Conduct onboarding introduction calls, review agreements and scope with clients, and ensure expectations are documented.
• Verify that billing setup, documentation, and client readiness materials are completed prior to go-live.

Deliverable

Type / Object

Description / Outcome

Client Onboarding Plan (Business Section)

Project Plan / Project Ticket

Defines onboarding scope, objectives, and milestones from the business perspective. Converting and Creating Project/Agreement.

Onboarding Introduction Deck

Presentation/Meeting

Presentation for kickoff meetings covering scope, timeline, and expectations.

Client Onboarding Information

Document / PDF

Client introduction materials outlining service contacts and escalation procedures.

Onboarding Progress Tracker

Project Ticket

Tracks milestones, deliverables, and client onboarding progress.

Post-Onboarding Review Summary

Report/Meeting

Assessment of onboarding success and readiness for service transition.

Internal Collaboration & Knowledge Sharing

• Share client-specific insights, procedures, and feedback with internal teams to improve service quality.
• Maintain client profiles and provide knowledge base documentation for team onboarding and reference.
• Identify and escalate recurring business process improvements to leadership.

Deliverable

Type / Object

Description / Outcome

Client Profile Dashboard

Dashboard / CRM

Summary dashboard of key account details, renewals, and metrics.

Internal Client Brief Sheet

Document

Reference sheet outlining client expectations and service nuances.

Knowledgebase Article (Business Perspective)

Documentation

KB articles summarizing client-specific business workflows.

Internal Training Presentation

Presentation/Documentation

Training deck for internal teams to align understanding of client needs.

Process Improvement Log

Internal Ticket Review

Tracker for documenting and following up on internal improvement initiatives.

KPIs

• Min 1 Cadence call completed per client/month
• QBR’s Completed 1 / QTR/ Client
• Onboarding Project completed 1 per customer at beginning of agreement or account takeover
• Referrals from Clients 5 / month
• Client Retention Rate (%)
• Renewal Timeliness (%)
• Roadmap Adoption Rate (%)
• CSAT / NPS Score

Job Type: Full-time

Pay: $30.00 - $45.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Work Location: In person