Account Manager – Managed IT Services

Leapfrog Services, Inc.•Brookhaven, GA

7h•$65,000 - $80,000•Onsite

About The Position

Leapfrog Services is seeking an Account Manager to manage post-sale client relationships in a managed IT services environment. This role is responsible for client satisfaction, retention, account growth, quarterly business reviews (QBRs), renewals, CRM accuracy, and ongoing communication with assigned clients. This is a client relationship management role, not a technical support role. The Account Manager does not need to be the technical expert in the room, but should understand managed IT services well enough to ask good questions, coordinate internal resources, and communicate clearly with client stakeholders. The right person for this role is self-motivated, organized, coachable, and able to tailor communication based on the client, audience, and situation. Some clients need a high-level business update. Others need more detail. A strong Account Manager knows the difference and keeps communication simple, relevant, and client-appropriate. This role is about relationship ownership, communication judgment, and follow-through — helping clients understand the value of Leapfrog’s services without overwhelming them with unnecessary technical detail.

Requirements

Experience in account management, client success, relationship management, consultative sales, or another client-facing business role.
Strong ability to build trust with clients and manage expectations professionally.
Clear, concise written and verbal communication skills.
Sound judgment in determining what information clients need, when to escalate concerns, and how to frame updates appropriately.
Ability to communicate with executives, stakeholders, technical teams, and non-technical audiences.
Strong organizational skills, attention to detail, and ability to manage multiple clients, follow-up items, and internal requests at the same time.
Self-motivated, accountable, and receptive to coaching, feedback, and direction.
Basic understanding of managed IT services, recurring revenue models, business operations, and client service delivery.
Ability to work effectively with internal technical teams, service delivery, sales engineering, leadership, and client stakeholders.
Professionalism, discretion, and the ability to handle sensitive company and client information.
Proficiency with Microsoft productivity tools.

Nice To Haves

Previous experience working for an IT Managed Service Provider, MSP, technology services company, consulting firm, or other client-facing technical services environment.
Experience conducting quarterly business reviews, account planning, renewals, forecasting, or client roadmap discussions.
Experience working with executive-level client stakeholders.
Experience with CRM, quoting, PSA, or account management tools such as HubSpot, QuoteWerks, Kaseya/Autotask, or similar platforms.
Bachelor’s degree in Business Administration, Technology, Communications, or a related field, or equivalent experience.

Responsibilities

Manage assigned client relationships, including ongoing communication, satisfaction, retention, and appropriate account growth.
Serve as a trusted advisor by understanding client business priorities, needs, risks, and goals.
Build and maintain client account plans and technology roadmaps in partnership with internal technical and leadership teams.
Lead quarterly business reviews with client executives and key stakeholders, as appropriate.
Communicate client needs, risks, concerns, and opportunities to internal teams clearly and timely.
Coordinate client escalations by ensuring the right internal resources are engaged, communication is clear, and follow-up is completed.
Tailor client communications based on business priorities, stakeholder audience, and appropriate level of detail.
Maintain consistent follow-through on client commitments, open items, risks, and account-related action items.
Identify opportunities for service alignment, renewals, account growth, or additional solutions in coordination with internal sales and technical teams.
Support proposals, renewals, billing questions, contract items, and change requests by coordinating details, documentation, and follow-up.
Maintain accurate CRM records, including client contacts, opportunities, notes, decisions, and follow-up items.
Monitor client satisfaction, service trends, and potential relationship risks.