Account Manager

GadellNet•Greenwood Village, CO

1d•$80,000 - $90,000

About The Position

As an Account Manager, you are the driving force behind client success, retention, and growth. Your primary mission is to build strong, lasting relationships with clients while ensuring their technology strategy aligns with their business goals. You will act as a trusted advisor, guiding clients through every stage of their journey and helping them leverage IT solutions to achieve operational excellence. In this role, you’ll serve as a brand ambassador and a strategic partner. You will collaborate closely with internal teams to deliver exceptional service, resolve challenges, and identify opportunities for improvement. By combining consultative selling with proactive account management, you’ll help clients create IT roadmaps, manage budgets, and adopt solutions that transform the way they do business.

Requirements

Minimum 5 years in account management or consultative sales, preferably within the IT services, MSP, or technology sector.
Experience working in a Managed Service Provider (MSP) or IT consulting environment; prior use of CRM or PSA tools (e.g., ConnectWise, ITGlue, Lifecycle Management).
Baseline familiarity with IT infrastructure components (servers, networks, desktops, cloud services) and the ability to translate technical concepts into business value.
Proven ability to build and maintain trusted relationships with SMB clients, including executive-level decision makers.
Excellent written and verbal communication skills, including experience delivering presentations and leading business review meetings.
Strong conflict resolution and issue-management skills, with the confidence to engage technical and operational teams to resolve challenges.
Strategic Mindset, with a demonstrated ability to support clients with budgeting, forecasting, and strategic IT planning.
Detail-oriented with the ability to manage multiple accounts, contracts, and deadlines in a fast-paced environment.
Track record of thriving in dynamic, high-pressure situations while staying focused on long-term client outcomes.
Excellent interpersonal skills including strong self-motivation, focus and passion for leading people and delivering IT solutions are critical to this role.
Professional oral and written communication skills with a proven track record of executive-level presentation and rapport.
A transformational mindset, focused on driving clients’ businesses forward with good IT infrastructure and processes.
Strong conflict resolution skills. Our partners and internal teams will come to you with issues, and you must have the confidence to engage the right resources and think strategically to come up with the best path forward.
Ability to handle and thrive under high pressure situations while adapting to change.
Adaptability: this is a fast moving, dynamic environment -- the ability to adjust to changing priorities is required.
Strong organization and time management Skills, ability to complete administrative tasks and adhere to deadlines.

Nice To Haves

Bachelor’s degree in Business, Communications, Information Technology, or related field preferred; equivalent experience considered.

Responsibilities

Manage the client on-boarding process from signing of contract through handoff to operations.
Function as the liaison between the client, operations, and the technical engineers to ensure business-IT alignment and customer satisfaction.
Work closely with service delivery team to manage customer escalations and trouble tickets.
Collaborate with advisors and project managers for client needs including strategic planning.
Consult with current clients on IT needs and help them create an IT roadmap and budget annually, Assist clients with budget, forecasting, and asset management.
Sell the customer IT solutions that will transform the way they do business.
100% Quarterly Business Review completion, for every silver/gold client.
Accountable for client retention and assists with service level tracking and reporting.
Manage contract renewals and price increases.
Maintain proactive communication with key decision makers.
Own the identification of at-risk clients and revenue and assist in developing and educating internal teams on Handle with Care plans.
Adhere to administrative tasks such as invoice approval, ticket management, and client documentation.