Account Manager

Position : Account Manager (IT / MSP) Location : Toronto onsite 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 point 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 bronwyn.

[email protected] to discuss. REFER A PERM HIRE AND EARN $1,000! For more details, click here. Conditions apply. OUR VIRTUAL DOORS ARE OPEN! We're also bringing the interviews to you by various web applications, virtually! Contact us today for your next opportunity.