Strategic Account Manager

Machado Consulting•Worcester, MA

9d•$100,000 - $140,000

About The Position

We are a growing Managed IT Service Provider (MSP) seeking a strategic, client-focused Strategic Account Manager to help clients align technology investments with business objectives, reduce operational and cybersecurity risks, and achieve measurable business outcomes. The role serves as a trusted technology advisor and strategic partner to a portfolio of clients. The Strategic Account Manager builds executive relationships and develops and manages long-term technology strategies, roadmaps, and budgets. Working with client leadership and internal technical, service delivery, cybersecurity, and project teams, this role helps ensure client technology environments are secure, reliable, optimized, and aligned with current and future business needs. The role combines business acumen, IT expertise, strategic relationship management, and proactive client engagement. It requires understanding client businesses, translating technical findings into actionable recommendations, prioritizing technology investments, and communicating the business value of proposed initiatives. In partnership with Technical Alignment Engineers, Service Delivery Managers, Project Managers, and other internal teams, the Strategic Account Manager helps deliver consistent value through business reviews, technology alignment, risk management, and ongoing strategic planning. The role supports client satisfaction, retention, operational improvement, and growth opportunities grounded in documented client needs. The successful candidate balances strategic thinking with practical execution, acting as a bridge between client leadership and internal technical teams. They help ensure recommendations are practical, financially responsible, aligned with business priorities, and advanced through planning, implementation, and review.

Requirements

Experience in a strategic client-facing role within an MSP, IT services organization, SaaS provider, or similar technology environment.
Working knowledge of IT infrastructure, including networking, servers, cloud services, Microsoft 365, cybersecurity, backup and disaster recovery, and endpoint management.
Ability to connect technology recommendations to business objectives, operational outcomes, risk reduction, and financial considerations.
Experience developing technology roadmaps, budgets, strategic plans, or technology investment recommendations.
Strong relationship-building skills and ability to communicate effectively with executive leadership, technical teams, and non-technical stakeholders.
Excellent written, verbal, presentation, and documentation skills.
Strong organizational, analytical, and project coordination skills, including the ability to manage multiple client relationships and competing priorities.
Ability to collaborate across technical, operational, financial, and leadership teams to drive initiatives through completion.
Proactive, consultative approach to client engagement, problem-solving, and continuous improvement.

Nice To Haves

Previous experience as a vCIO, Client Strategy Manager, Strategic Account Manager, Technology Business Advisor, or in a similar role within an MSP.
Experience conducting Strategic Business Reviews, Quarterly Business Reviews, executive presentations, and client steering committee meetings.
Familiarity with MSP platforms, service desk reporting, ticketing systems, remote monitoring and management tools, and technology documentation platforms.
Understanding of professional services scoping, project estimation, managed service agreements, and IT budgeting.
Experience supporting client retention, account development, and identifying opportunities for additional services.

Responsibilities

Own and develop long-term relationships with an assigned portfolio of strategic and high-value MSP clients.
Serve as the primary strategic point of contact for client leadership, including CEOs, CFOs, CIOs, CTOs, and other key decision-makers.
Understand each client's business model, organizational structure, strategic objectives, operating challenges, budget, and future technology needs.
Build trusted relationships through proactive communication, consistent engagement, and understanding of client priorities.
Support client onboarding and establish a structured approach to ongoing strategic engagement.
Monitor client satisfaction, relationship health, service value, and retention risks, and proactively address concerns.
Act as an escalation point for strategic client issues and coordinate internal resources to resolve them.
Ensure clients understand the value of MSP services and how technology initiatives support business objectives.
Develop, maintain, and present strategic technology roadmaps and budgets aligned with client goals, risk tolerance, and financial priorities.
Lead Strategic Business Reviews (SBRs), Quarterly Business Reviews (QBRs), and technology strategy sessions with client stakeholders.
Translate technology assessments, benchmarking results, and Technical Alignment Engineer findings into clear, prioritized recommendations.
Help clients prioritize technology investments based on business impact, cybersecurity risk, lifecycle requirements, operational efficiency, and available budgets.
Work with Technical Alignment Engineers, Project Managers, and support teams to deliver against client expectations.
Review service performance, ticket trends, recurring incidents, project status, SLA performance, and other relevant operational metrics.
Identify patterns and root causes indicating technology misalignment, recurring service issues, training needs, or improvement opportunities.
Use MSP management and reporting tools to track client environments, technology alignment, service performance, and strategic initiatives.
Communicate strategic recommendations effectively to internal teams and translate them into actionable plans with clear priorities and ownership.
Follow established Business Alignment (BA) team processes, workflows, documentation standards, and reporting requirements.
Maintain accurate client account plans, strategic roadmaps, budgets, meeting notes, risk registers, and action items in designated MSP systems.
Contribute to consistent methodologies for technology alignment, business reviews, client onboarding, strategic planning, and account health management.
Collaborate across departments to improve communication, accountability, service delivery, and execution of client initiatives.
Identify opportunities to improve internal processes, client engagement practices, reporting, and the effectiveness of the Business Alignment function.
Champion company core values and contribute to a collaborative, accountable, client-focused organizational culture.
Help clients reduce risk, improve operational efficiency, plan for the future, and achieve lasting value from technology investments while supporting client retention and growth.