Account Manager

Position : Account Manager (IT / MSP)

Location : Toronto o nsite

Job Type : Permanent

We are seeking an experienced IT Account Manager to join our client in the MSP apace. You would be responsible for addressing and managing day-to-day account requests, inquiries, and escalations, attend regular client calls, define agendas, document all meetings, and follow ups for clients.

Key Responsibilities :

• Be the p oint of contact for designated clients
• Escalate Help Desk service-related issues
• Attend weekly, monthly, and quarterly account review meetings as required per client
• Draft agendas, document meetings, and communicate client follow ups in a timely manner
• Address, compose, and execute annual agreement renewals as required
• Schedule, run and review support hours usage reports
• Follow up with clients on hours balances (Block Time and Annual Support pools); recommend right sized agreements as needed
• Work with the Account Management team to build and develop service-related proposals for existing and potential clients
• Assist with project coordination, client communication, and documentation gathering for new clients and service deployments
• Attend weekly upper management meetings and advise team of account related matters of interest
• Attend weekly Help Desk and Project Meetings with a client management viewpoint
• Maintain working knowledge of the service catalogue offered by company
• Work closely with Dispatch and Services Manager on scheduling requirements
• Log, track and manage all time using the CRM ticketing system
• Always maintain a high degree of professionalism, courteousness, and friendliness

Required Qualifications :

• Exceptional customer service skills a must
• Exceptional oral, written, e-mail and telephone communication skills
• Previous Account Management experience a must
• College Diploma or University Degree in Business or IT Management preferred
• Experience with a Managed Service Provider a must
• Experience with Kaseya Quote Manager (or alternative quoting software) an asset
• Basic understanding of infrastructure, cloud computing and managed services (for discussion purposes) and an ability to discuss technical information in user-friendly language
• An understanding of user expectations and typical IT policies and procedures
• Ability to read, comprehend, and speak to usage reports and client agreements
• Ability to handle multiple assignments, manage priorities, and meet strict deadlines
• A sense of urgency for task completion and customer satisfaction are a must
• Conflict management and negotiation skills
• Experience with Microsoft Teams a must
• High degree of professionalism, courteousness, and friendliness

Please reach out Bronwyn Massey at to discuss .

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