Account Manager Team Lead

CIO Technology Solutions•Tampa, FL

3d•Onsite

About The Position

The Account Manager Team Lead owns a full book of client accounts and leads one Technical Account Manager. This is not a ticket-forwarding position. You will manage client relationships from end to end, lead Quarterly Business Reviews, maintain technology roadmaps, identify client needs, prepare quotes, and guide opportunities through approval. You will also coach and develop the Technical Account Manager while helping establish the processes needed to grow the account management department. ConnectWise Manage and IT Glue will be core tools used throughout the workday.

Requirements

At least four years of experience in account management, customer success, B2B service delivery, or a similar client-facing role.
Experience working for a managed service provider or within an outsourced IT services environment.
Familiarity with ConnectWise Manage, IT Glue, or similar PSA and documentation platforms.
Experience mentoring, training, or leading another employee.
Proven ability to manage multiple client accounts, priorities, meetings, and deadlines.
Ability to hold direct and professional conversations with clients and team members.
Strong written and verbal communication skills.
Ability to write clear, concise, and professional client emails.
Enough technical knowledge to discuss Microsoft 365, Azure, licensing, firewalls, cybersecurity, projects, and general service desk operations.
Ability to translate technical findings into practical recommendations that a business owner or executive can understand.
Strong organization, follow-through, judgment, and personal accountability.
High school diploma.

Nice To Haves

Working knowledge of Microsoft 365 and common business technology environments.
ITIL Foundation certification or equivalent service-delivery experience.
Prior formal leadership or people-management experience.
Previous experience conducting QBRs and maintaining client technology roadmaps.
Associate or bachelor's degree in business, communications, technology, or a related field preferred.
Relevant professional experience may be considered in place of formal education.

Responsibilities

Mentor and coach the assigned Technical Account Manager through weekly one-on-one meetings.
Review the TAM's accounts, QBRs, technology roadmaps, escalations, and follow-up activities.
Provide direct feedback and hold the TAM accountable for client communication and results.
Serve as an escalation resource when a client relationship requires additional support.
Lead the weekly internal account management meeting.
Help onboard and train additional account management staff as the department grows.
Own a defined book of managed service accounts.
Understand each client's business, technology environment, concerns, priorities, and long-term goals.
Monitor ticket volume, escalations, survey results, service trends, and other indicators of account health.
Identify at-risk clients early and lead the recovery plan.
Conduct Quarterly Business Reviews for all assigned managed accounts.
Prepare QBR agendas, lead the meetings, document decisions, and follow up on action items.
Address client dissatisfaction directly and professionally.
Track agreement renewal dates and begin retention conversations at least 90 days before renewal.
Establish a proactive communication schedule so clients hear from you before problems arise.
Serve as the primary relationship contact for assigned clients.
Respond to non-technical questions, escalations, service concerns, and business requests.
Communicate proactively about service changes, maintenance, projects, and issues affecting the client.
Translate technical information into clear business language.
Set realistic expectations and follow through on commitments.
Handle difficult conversations directly without overpromising or avoiding the issue.
Review open tickets, aging tickets, recurring problems, and escalations for assigned accounts.
Confirm service-level commitments are being met and follow up when they are not.
Coordinate with the service desk, projects team, and leadership on client-impacting work.
Attend internal account reviews and flag recurring concerns before they become retention risks.
Maintain accurate account information in ConnectWise Manage and IT Glue.
Independently pull, review, and interpret account reports from ConnectWise Manage.
Ensure client commitments and internal action items are documented and completed.
Maintain a 12-month technology roadmap for each assigned account.
Review and update each roadmap quarterly.
Present roadmap recommendations during QBRs.
Help clients understand upcoming expenses, aging systems, licensing changes, security needs, and technology decisions.
Identify aging hardware, unsupported software, warranty expirations, and licensing issues before they become emergencies.
Coordinate with technical and project teams to properly scope and budget roadmap items.
Document roadmap status, recommendations, and client decisions in IT Glue and ConnectWise.
Identify services, projects, and improvements that would provide clear value to the client.
Prepare quotes and manage opportunities through client approval.
Coordinate with the service desk and project management teams to confirm scope, pricing, and delivery expectations.
Participate in new-client kickoff meetings.
Take ownership of the client relationship from onboarding through the first 90 days and beyond.
Ensure recommendations are based on client needs, not unnecessary selling.