Description:
Position Overview
The Strategic Account Executive is responsible for managing and growing relationships with existing TST clients while protecting and expanding recurring revenue. This role acts as a strategic advisor to clients, ensuring service alignment, long-term satisfaction, and proactive identification of technology improvements, risks, and growth opportunities.
The Strategic Account Executive is both client-facing and internally collaborative, working closely with service, project, and leadership teams to deliver a seamless client experience and drive retention, renewals, and expansion.
Key Responsibilities & Daily Tasks
Client Relationship Management
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Serve as the primary point of contact for assigned client accounts
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Build and maintain strong, trust-based relationships with key decision-makers
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Conduct regular client check-ins to assess satisfaction and identify concerns
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Ensure clients understand services, SLAs, and support processes
Customer Satisfaction & Issue Resolution
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Monitor client service tickets and trends to identify recurring issues or risks
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Coordinate with service teams to resolve escalations efficiently and professionally
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Follow up with clients after major incidents to confirm resolution and confidence
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Track and improve customer satisfaction metrics
Strategic Account Planning & Business Reviews
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Prepare and deliver Quarterly or Technical Business Reviews
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Review IT health, ticket trends, cybersecurity posture, and roadmap initiatives
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Identify technology gaps and recommend upgrades, projects, and improvements
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Align IT strategy with each client’s business goals and growth plans
Contract Renewals & Revenue Protection
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Manage contract renewal timelines and ensure early, accurate renewals
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Review licensing, service usage, and scope changes
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Prevent churn by addressing dissatisfaction proactively
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Protect pricing, margin, and Monthly Recurring Revenue
Upsell, Expansion & Cross-Sell
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Identify opportunities for additional recurring and project-based revenue
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Recommend services such as security enhancements, cloud solutions, backup, and voice
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Collaborate with technical teams to build scopes and proposals
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Present solutions in a consultative, value-driven manner
Internal Coordination & Communication
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Work closely with service managers, engineers, and project teams
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Communicate upcoming projects, risks, and major changes internally
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Participate in internal account reviews and planning meetings
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Advocate for client needs while aligning with operational realities
CRM & Administrative Responsibilities
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Maintain accurate CRM records including notes, renewals, and opportunities
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Track account activity, QBR outputs, and roadmap items
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Maintain accurate forecasts for renewals, upsells, and expansion opportunities
Requirements:
Required Skills & Qualifications
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3 or more years of experience in account management, customer success, or sales
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Strong relationship-building and communication skills
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Ability to manage multiple accounts and priorities effectively
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Basic understanding of IT services, managed support, and cybersecurity concepts
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Strong organizational and documentation skills
Preferred Qualifications
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Experience working in a Managed Service Provider environment
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Experience conducting Quarterly Business Reviews or strategic client meetings
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Familiarity with CRM systems and sales enablement tools
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Comfort identifying and presenting upsell or expansion opportunities
Benefits & Perks
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Paid Time Off program in accordance with company policy
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Company-observed paid holidays
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Health insurance options available to eligible employees
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CrewHu employee recognition and rewards program
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$50 monthly cell phone stipend
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Company-provided equipment and tools
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Ongoing training and professional development opportunities
