Account Manager

Job Description

Job Description

***** WE ARE AN MSP, NOT A STAFFING FIRM. LOCAL CANDIDATES ONLY PLEASE *****

*****SUMMARY*****

The Account Manager owns the primary client relationship and the account planning process for an assigned portfolio of managed services clients. This role is responsible for strengthening client relationships, identifying business and technology risk, supporting retention, and helping clients stay aligned with agreed-upon IT direction.

The Account Manager leads client communication, account reviews, and ongoing planning while partnering with internal teams and escalating higher-order strategy and solution design as needed.

***** PRIMARY RESPONSIBILITIES*****

Client Relationship and Account Planning

• Own the primary client relationship for assigned accounts
• Build and maintain relationships with decision-makers, operational leaders, and key technical contacts
• Develop and maintain account plans aligned to client priorities, risks, and lifecycle needs
• Lead regular client reviews based on account tier and client need
• Maintain visibility into client satisfaction, retention risk, and stakeholder alignment

Technical Awareness and Risk Identification

• Review client environments, service trends, lifecycle exposure, security gaps, and recurring issues
• Translate technical findings into clear, practical client communication
• Maintain visibility into client roadmap progress and outstanding risks
• Partner with service teams to surface patterns and ensure follow-through on identified issues

Growth and Commercial Development

• Identify and advance opportunities for additional services, improvements, and project work
• Support client awareness of lifecycle needs and upcoming changes
• Drive account growth through relevant, timely recommendations, not transactional quoting
• Escalate higher-order strategy, solution design, and proposal development to senior advisory leadership

Communication and Documentation

• Communicate effectively with both executive and operational stakeholders
• Maintain accurate records, meeting notes, and action items in ConnectWise and related systems
• Ensure consistent documentation of account activity, risks, and opportunities

Role Boundaries and Operational Alignment

• Understand contract scope, service standards, and out-of-scope considerations
• Align with service and sales leadership on client priorities and concerns
• Support client success through coordination and escalation without owning day-to-day support or project delivery

***** REQUIRED QUALIFICATIONS *****

• 10+ years in MSP account management, client success, or service relationship management
• Bachelor’s degree
• Working understanding of managed IT environments (Microsoft 365, Azure, endpoint management, backups, networking, cybersecurity fundamentals)
• Ability to communicate technical topics clearly to non-technical stakeholders
• Strong client-facing communication and meeting leadership skills
• Ability to manage multiple accounts and maintain consistent follow-through
• Ability to identify risk, surface issues early, and keep momentum with clients

*****PREFERRED QUALIFICATIONS*****

• Experience in MSP account management
• Experience managing a portfolio of client relationships with accountability for retention
• Experience leading client meetings, reviews, and ongoing communication cadence
• Experience maintaining account records, notes, and activity in PSA/CRM systems

*****WHAT THIS ROLE IS NOT*****

• Not a helpdesk or technical support role
• Not a project management role
• Not a quota-driven sales position
• Not responsible for solution design, proposal development, or project delivery

*****WHAT MAKES SOMEONE SUCCESSFUL HERE*****

• Builds strong, trust-based client relationships
• Communicates consistently and follows through on commitments
• Identifies and surfaces risk early
• Stays organized across multiple accounts and priorities
• Documents activity and maintains discipline in systems and process

*****BENEFITS*****

• Competitive salary based on experience and qualifications
• Comprehensive benefits (Medical, Dental, Vision, 401k, Paid Time Off, Paid Holidays)
• Quarterly incentives based on individual and team KPIs
• On-the-job training and support
• Team-based work environment

*****SCHEDULE*****

• Monday–Friday, 8:00 AM–5:00 PM

*****WORK LOCATION*****

• Onsite in Cornelius, NC
• Hybrid work opportunity (up to 2 days/week) available after 90 days, based on performance

Company Description

Apex Technology has been serving the Carolinas area since 1998, providing IT Support such as technical helpdesk support, computer support and consulting to small and medium-sized businesses. It's always been our goal to provide enterprise-level IT practices and solutions to the small business sector, with small business prices. Our experience has allowed us to build and develop the infrastructure needed to keep our prices affordable and our clients up and running.

We partner with many types of businesses in the area, and strive to eliminate IT issues before they cause expensive downtime, so you can continue to drive your business forward. Our dedicated staff loves seeing our clients succeed. Your success is our success, and as you grow, we grow.

Company Description

Apex Technology has been serving the Carolinas area since 1998, providing IT Support such as technical helpdesk support, computer support and consulting to small and medium-sized businesses. It's always been our goal to provide enterprise-level IT practices and solutions to the small business sector, with small business prices. Our experience has allowed us to build and develop the infrastructure needed to keep our prices affordable and our clients up and running.\r\n\r\nWe partner with many types of businesses in the area, and strive to eliminate IT issues before they cause expensive downtime, so you can continue to drive your business forward. Our dedicated staff loves seeing our clients succeed. Your success is our success, and as you grow, we grow.