Account Manager

SUMMARY

The Account Manager I is responsible for servicing the firms largest base of clients. This role will be primarily responsible for providing white glove customer experience, ensuring operational excellence, and driving client satisfaction/retention. As the face of the company, this role requires exceptional communication and time management skills and a deep understanding of our products and services.

JOB RESPONSIBILITIES

• Serve as the primary point of contact for a high volume of small client accounts, managing day-to-day requests and inquiries.
• Review, respond to, and triage incoming client requests, ensuring accurate routing and timely follow-up.
• Develop a working understanding of client environments, needs, and common challenges to effectively support routine account needs.
• Coordinate with internal teams (Service Desk, Engineering, Finance, Billing, etc.) to resolve client issues through to completion.
• Adhere to established ticket management and escalation SOPs to ensure consistent service delivery and client satisfaction.
• Monitor recurring issues and client feedback, escalating trends or risks to account management leadership as appropriate.
• Support client retention by ensuring a responsive, reliable, and positive day-to-day client experience

QUALIFICATIONS

• 5+ years in technical support roles, including at least 1–2 years in an MSP
• Minimum of 2 years of customer success, client servicing and/or account management of enterprise-level organizations is required.
• Exceptional client acumen and servicing skills.
• High energy with a growth mindset, unquestionable reliability and follow-through, self-directed and organized.
• Willingness to work independently and as part of a team in a fast-paced environment.
• Strong time management skills.

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.