Senior Client Services Representative (House Accounts)
About The Position
The Senior Client Services Representative (CSR) is a strategic, client-facing role within Virtual Technologies Group, supporting the long-term health and growth of assigned house accounts. This position is aligned closely with Sales and Account Executives to strengthen client relationships, protect recurring revenue, ensure renewal readiness, and identify opportunities for expansion. The Senior CSR manages low-complexity business-as-usual (BAU) activities such as hardware procurement, licensing coordination, and SKU pricing. This role requires proactive communication, strong organizational skills, and the ability to anticipate client needs in a fast-paced MSP environment.
Requirements
- A bachelor’s degree in business, communications, or a related field, or equivalent professional experience
- 3–5 years of experience in client services, account management, sales support, or a similar customer‑facing role
- Demonstrated ability to manage day‑to‑day operational tasks such as hardware requests, licensing support, and SKU pricing
- Strong communication skills with the ability to build trust and maintain productive client relationships
- Experience supporting renewal processes, quoting, or basic sales operations
- Ability to identify client needs and escalate risks or issues appropriately
- Proficiency with CRM systems and standard business productivity tools
- Strong organizational skills with the ability to manage multiple priorities in a fast‑paced environment
- Analytical capability to interpret account health indicators and support reporting needs
Nice To Haves
- Five or more years of experience in a client-facing role within an MSP, VAR, or SaaS organization.
- Familiarity with Microsoft licensing, cloud services, and common MSP toolsets (PSA, RMM, quoting tools).
- Experience supporting renewal cycles, retention strategies, or revenue protection initiatives.
- Strong analytical skills with the ability to interpret account data and identify trends.
- Background in sales support, account management, or customer success operations.
- Ability to anticipate client needs and proactively recommend solutions.
Responsibilities
- Serve as the primary operational contact for strategic accounts, ensuring a high-quality client experience.
- Collaborate with Account Executives on renewal planning and retention strategy.
- Identify expansion opportunities aligned to evolving client needs.
- Support onboarding, client training, and expectation alignment for new or expanding accounts.
- Deliver structured reporting to Sales leadership on health, risks, and revenue opportunities.
- Work cross-functionally to resolve escalations affecting client satisfaction or renewal likelihood.
Benefits
- VTG offers a comprehensive benefits package to meet the needs of our employees and their families.
- Benefits include medical insurance plans, dental insurance, vision insurance, health savings accounts (HSA), flexible spending accounts (FSA), life insurance, short and long-term disability insurance, paid time off and holidays, and a 401(k) with employer match.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
