MSP Account Manager

Lincoln IT•Hicksville, NY

About The Position

We are seeking an experienced MSP Account Manager to manage and grow relationships with existing clients. The role is the primary business point of contact for assigned accounts, ensuring clients receive value from their technology partnership and identifying opportunities to expand services. The position focuses on client retention, satisfaction, relationship strength, and growth within the existing client base. The ideal candidate has experience at a Managed Service Provider (MSP) or IT services organization and understands how managed services, professional services, cloud, cybersecurity, hardware, software, and licensing support a client's business. This person owns client relationships, understands client needs and technology environments, coordinates internally to address concerns, and discusses both future solutions and service expectations.

Requirements

Experience managing ongoing business relationships with multiple clients.
Strong understanding of the MSP business model and recurring managed services.
Experience selling or supporting the sale of technology solutions, including managed services, projects, hardware, software, licensing, cloud, and cybersecurity services.
Ability to communicate effectively with technical teams and business executives.
Strong relationship-building, communication, organization, and presentation skills.
Comfort discussing contracts, renewals, proposals, pricing, and service expectations with clients.
Ability to identify opportunities within existing accounts and move them through the sales process.
Strong sense of ownership and follow-through.

Nice To Haves

Previous MSP, VAR, IT services, or technology account management experience.
Current experience managing a portfolio of business clients at an MSP, VAR, technology services provider, or IT consulting company.

Responsibilities

Serve as the primary relationship and business contact for an assigned portfolio of clients.
Develop relationships with business owners, executives, IT leaders, and other key stakeholders.
Understand each client's business, technology environment, challenges, and future needs.
Conduct regular client meetings, account reviews, and strategic technology discussions.
Ensure clients understand the services they receive and the value of the MSP relationship.
Work with service delivery, technical, project, and leadership teams to understand and address client expectations.
Identify client concerns and coordinate internal resources to resolve issues before they negatively affect the relationship.
Identify opportunities to expand existing relationships through managed services, cybersecurity, cloud, Microsoft 365, professional services, projects, hardware, software, and licensing.
Develop proposals, quotes, renewals, and recommendations based on client needs.
Manage contract renewals and support strong client retention.
Maintain accurate client information, opportunities, activities, and forecasts in the company's CRM/PSA.
Coordinate internally so commitments made to clients are communicated and fulfilled.
Advocate for clients internally while balancing client needs with company standards, scope, and contractual responsibilities.
Protect recurring revenue, maintain client satisfaction, and grow existing accounts.