Account Manager - Managed Services

at  Venture Computers of Canada Inc

POSITION OVERVIEW:

As an Account Manager specializing in managed services, your primary responsibility will be to oversee the ongoing success of our client relationships and drive growth through recurring revenue streams. You will serve as the main point of contact for assigned clients, ensuring their needs are met, problems are resolved, and opportunities for expanding services are identified and capitalized upon.
You will be instrumental in building strong client relationships, understanding their evolving business needs, and providing tailored solutions to help them achieve their goals. By leveraging your industry expertise and our full suite of managed services, you will drive both customer retention and the acquisition of additional services, ensuring a steady growth of recurring revenue.

QUALIFICATIONS:

• Experience: Minimum of 3-5 years of experience in account management, customer success, or sales within the IT managed services industry, with a focus on recurring revenue models.
• Sales Skills: Proven ability to generate and grow recurring revenue through strategic up-selling, cross-selling, and relationship management.
• Client-Focused Mindset: Strong interpersonal and communication skills, with a passion for delivering excellent client service.
• Technical Knowledge: Basic understanding of IT services and solutions, including cloud services, cybersecurity, network management, and IT infrastructure.
• Problem-Solving: Ability to identify client pain points and provide actionable solutions that align with their business goals.
• Organizational Skills: Excellent time management and organizational skills with the ability to manage multiple client accounts simultaneously.
• Software Proficiency: Experience with CRM tools (e.g., Salesforce, HubSpot) and office productivity software (e.g., Microsoft Office Suite).

DESIRED SKILLS:

• Experience with service delivery in a managed services provider (MSP) environment.
• Knowledge of contract negotiations and SLA management.
• Previous experience in driving revenue growth through account management.

• Client Relationship Management:
• Serve as the primary point of contact for a portfolio of managed service clients.
• Build and nurture long-term relationships with clients, ensuring satisfaction and trust.
• Proactively assess and manage client needs, expectations, and business objectives to identify opportunities for growth and improvement.
• Revenue Growth and Retention:
• Focus on driving recurring revenue through the expansion of service offerings, including up-selling and cross-selling.
• Regularly review client accounts to identify new services or products that will provide value and support their business objectives.
• Negotiate contract renewals and ensure timely execution of agreements to maintain continuous service delivery.
• Service Delivery Coordination:
• Collaborate with internal teams (technical support, service delivery, project management) to ensure successful implementation and ongoing management of client services.
• Ensure that service level agreements (SLAs) and key performance indicators (KPIs) are met consistently.
• Address and resolve client issues or escalations, working to find long-term solutions.
• Consultative Sales:
• Conduct regular business reviews with clients, discussing performance, feedback, and potential improvements.
• Identify opportunities for up-selling and cross-selling to increase the lifetime value of client accounts.
• Collaborate with the sales team to identify new leads and facilitate new business opportunities.
• Reporting and Forecasting:
• Track and report on account performance, client health, and revenue metrics.
• Provide regular updates and forecasts to management regarding client renewals, upsells, and revenue growth.
• Maintain accurate and up-to-date records of all client interactions, opportunities, and service updates.
• Client Onboarding and Implementation Support:
• Support the onboarding of new clients by ensuring a smooth transition and providing ongoing guidance during the early stages of the relationship.
• Ensure that clients are properly integrated into the managed services environment and that they are aware of all the services available to them.