Account Manager

2 J DATA•Jupiter, FL

102d•$17 - $22•Onsite

About The Position

The Account Manager serves as the primary point of contact for clients, ensuring an exceptional customer experience while driving revenue growth, retention, and service adoption. This role also functions as the front-line communication and dispatch coordinator, helping to route service requests, manage priorities, and maintain SLA alignment.

Requirements

Strong phone presence and communication skills
Exceptional customer service mindset
Ability to multitask and manage competing priorities
Highly organized and process-driven
KPI and SLA focused
Team collaboration mindset

Nice To Haves

Experience in a Managed IT Services (MSP) environment
PSA / ticketing systems (Autotask, Kaseya, ConnectWise, or similar)
Microsoft 365 and cloud environments
Cybersecurity solutions (MFA, EDR, backups, compliance)
Understanding of network and endpoint support workflows

Responsibilities

Own and manage relationships for a portfolio of MSP clients
Conduct regular business reviews (QBRs / vCIO meetings)
Ensure clients are aligned with best practice IT and cybersecurity roadmaps
Act as the client advocate internally within 2JData
Identify upsell and cross-sell opportunities (security, cloud, backup, compliance, hardware, licensing)
Maintain high client retention and satisfaction scores
Assist in contract renewals and service expansions
Track account performance against revenue and margin targets
Serve as the primary inbound call handler for client service requests
Create, categorize, and prioritize service tickets in the PSA system
Dispatch tickets to the appropriate technical resources based on SLA, Priority, Skillset, Client impact
Monitor ticket queues to ensure response and resolution targets are met
Communicate status updates to clients in a timely and professional manner
Schedule onsite and remote service appointments
Coordinate emergency and after-hours escalations when required
Ensure accurate documentation of client requests and call notes
Provide white-glove customer service on every interaction
Translate technical updates into business-friendly language
Proactively follow up on open issues and projects
Identify service trends and recurring issues affecting client satisfaction
Help clients budget and plan for future IT initiatives
Align technology solutions to business outcomes
Present proposals, quotes, and solution roadmaps