Client Account Manager

MNP•Calgary, AB

About The Position

Make an impact with our Managed Services Practice as a Client Account Manager. The successful candidate plays a critical role in ensuring the long-term success of our Managed Services clients. This role focuses on developing strategic relationships, understanding client goals, and ensuring that the services delivered meet or exceed expectations. The Account Manager acts as the client’s advocate within the organization and drives continuous improvement, satisfaction, and growth. We have created an environment where you will continuously grow, always have a voice and collaborate on work that is meaningful, impactful and fulfilling. If you are ready to take your career into your own hands, you have come to the right place.

Requirements

5+ years experience in Account Management, Customer Success, or Client Relationship roles.
Experience conducting Executive Business Reviews and developing account plans.
Experience in Managed Services, MSP environments, Application Managed Services, or IT/technology service delivery.
Strong understanding of IT infrastructure, cloud services, applications, cybersecurity, and service management frameworks (e.g., ITIL).
Excellent communication, presentation, and interpersonal skills.
Proven ability to manage multiple client accounts with strong organizational discipline.

Nice To Haves

Familiarity with PSA/RMM tools (e.g., ConnectWise).
ITIL certification or equivalent experience.

Responsibilities

Serve as the primary point of contact for assigned clients, ensuring timely and effective communication.
Build and maintain strong, long-term relationships with client stakeholders at all levels.
Conduct regular business reviews to discuss performance, goals, and future needs.
Ensure a deep understanding of the client’s business strategy, industry environment, and technology roadmap.
Monitor service delivery performance (SLAs, KPIs), ensuring clients receive high-quality managed services.
Collaborate closely with technical teams to resolve escalated issues and communicate resolutions to clients.
Proactively identify risks, service gaps, or areas for improvement and drive corrective action.
Advocate for the client internally, ensuring their needs are understood and addressed.
Develop and maintain account plans outlining goals, opportunities, and expected outcomes.
Identify opportunities for clients to gain additional value from new or enhanced services.
Partner with solution teams to propose technology enhancements aligned with client goals.
Support contract renewals, upsells, and expansion opportunities in a consultative, value-based manner.
Provide clients with meaningful insights through performance reporting, service metrics, and technology recommendations.
Prepare and present Business Reviews (EBRs).
Track account health, satisfaction scores, and renewal risks.
Act as the voice of the customer within the organization to inform product, service, and process improvements.
Coordinate internal resources—including service desk, project teams, and technical specialists—to support the client effectively.
Contribute to continuous improvement initiatives related to client success, service management, and account governance.