POSITION SUMMARY
As an Account Manager, you will act as a trusted advisor and primary business partner for an assigned portfolio of clients. You will ensure clients receive exceptional service while driving measurable business outcomes. This role is responsible for retaining and expanding your book of business by driving measureable outcomes across MRR retention, MRR expansion, project revenue and product sales.
This role is both client‑facing and commercially accountable. Success requires strong consultative skills, financial acumen, and experience owning a portfolio with retention and upsell targets. You will deeply understand each client’s business goals, align technology strategies to those goals, and guide clients toward a secure, modern, and scalable IT posture—while ensuring long‑term partnership and predictable revenue growth.
You will partner closely with Engineering and Executive Leadership to ensure exceptional execution and value realization across the full client lifecycle.
Location: Main office, onsite (DC Metro area)
Scheduled Weekly Hours: 40 (Full-Time)
Travel Required: Less than 5%
RESPONSIBILITIES
Client Relationship Management & Strategic Ownership
- Serve as the primary strategic point of contact for an assigned portfolio of clients, ensuring a best-in-class experience.
- Build deep, trusted relationships with executive and senior stakeholders (C-suite, VPs, Directors).
- Develop a strong understanding of each client’s business objectives, risk tolerance, financial drivers, and growth plans.
- Lead Quarterly Business Reviews (QBRs) and strategic planning sessions focused on outcomes—not just service metrics.
- Proactively identify risks to satisfaction, retention, or revenue and drive corrective action.
- Position yourself as a long‑term business partner—not a reactive support contact.
Revenue Retention & Growth
- Own net revenue retention (NRR) and renewal outcomes for your book of business.
- Drive organic account growth through strategic identification and execution of opportunities including:
- Managed services expansion
- Professional services and project engagements
- Hardware, software, and cloud procurement
-Cybersecurity, compliance, and risk-reduction intitiatives
- Develop account growth plans aligned to client goals and internal revenue targets.
- Collaborate with internal teams to scope, price, and present solutions that clearly articulate business value and ROI.
- Forecast account‑level revenue and maintain pipeline visibility for expansion opportunities.
Service Delivery Oversight
- Oversee the end-to-end client service lifecycle, from onboarding through steady state operations and renewal.
- Partner with internal teams to ensure timely and high-quality service delivery, escalations, and resolution of issues.
- Serve as the escalation point for account issues, ensuring timely resolution and clear communication.
- Conduct ongoing risk, trend and lifecycle analysis to keep clients secure, compliant, and operationally sound.
- Ensure all client commitments, initiatives, and action items are documented, tracked and executed.
Consultative Advisory
- Translate complex technical concepts into clear business outcomes and recommendations.
- Advise clients on:
- Technology standards and lifecycle planning
- Budgeting and cost optimization
- Cybersecurity posture and risk management
- Cloud and infrastructure modernization
- Create and maintain multi‑year technology roadmaps aligned to client strategy and industry best practices.
- Guide clients toward proactive investment rather than reactive spending.
Reporting & Value Demonstration
- Clearly articulate and validate the value delivered through metrics, reporting, and outcomes.
- Deliver structured reporting including; service performance and ticket trends, asset and lifecycle insights, project and initiative status, security and risk indicators.
- Prepare and present executive‑level QBR materials tailored to each client’s priorities and industry context.
ATTRIBUTES
- Client-focused - You are empathetic and “read” people and situations well. You understand that helping clients meet their business goals is critical to success. You like to take care of people and help make their work easier. You are excellent at setting expectations and careful to deliver on your promises.
- Attention to detail - You pay meticulous attention to detail; you always spot the typo, the grammatical mistake, the error in the database, or the incorrect calculation in Excel.
- Flexible -You adjust to changing priorities and operate effectively in a fluid environment.
- Scrupulous, Ethical, and Honest - You are beyond reproach in business dealings. Internally and externally, you are known to be reliable, accountable, and trustworthy.
- Team player - You have a proven track record for getting results by building strong relationships and partnerships, both with outside clients and internal staff. You promote accountability, foster trust, and are responsive to concerns or questions.
- Collaborative - You readily share information and understand that due to working with a variety of clients in different kinds of technological environments, you need to document client issues, needs, and records of work. You also know how to bring the right internal resources together to drive results for your clients.
SKILLS, QUALIFICATIONS AND EXPERIENCE
SKILLS
- Exceptional client facing skills and can provide outstanding service and support
- Excellent communication (verbal and written), interpersonal business management, time management, and developmental skills.
- Well-developed stakeholder management skills with an ability to get the right recommendations into the right hands to ensure timely completion and get executive buy-in.
- Strong multi-tasking skills and the ability to manage and stay on top of multiple competing priorities.
- Proven client service and problem-solving skills, working directly with clients.
- The ability to serve as a service escalation point as needed to the team.
QUALIFICATIONS
- BS/BA degree (desirable)
- Well versed in stakeholder management skills with an ability to get the right recommendations into the right hands to ensure timely completion and get executive buy-in.
- Exposure to technical support or IT services (desirable)
- Well-developed strategic thinking skills, business acumen, creativity, and passion for providing high level strategic consulting to an assigned set of corporate and enterprise clients.
EXPERIENCE
- 4+ year experience in providing service delivery oversight and client engagement in IT services (preferably within an IT Managed Service Provider)
Job Type: Full-time
Pay: $77,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Application Question(s):
- Will you be able to reliably commute to Washington D.C. daily for this job?
Education:
Ability to Relocate:
- Rockville, MD 20850: Relocate before starting work (Required)
Work Location: Hybrid remote in Rockville, MD 20850
