Overview We are seeking a Strategic Account Manager (SAM) to join our growing team at a Managed Service Provider (MSP). You will be the primary relationship manager for a portfolio of clients, ensuring they receive exceptional service, consistent communication, and strategic guidance on their IT needs. This role is built for someone with a few years of MSP account management experience under their belt — enough to already understand how MSPs work, how billing and licensing function, and how to hold a real conversation with a client — who's ready to grow into a bigger book of business with direct mentorship from our Director of Account Management. Key Responsibilities Client Relationship Management Serve as the primary point of contact for assigned clients. Maintain strong, positive relationships through regular check-ins, including quarterly business reviews (QBRs). Regular on-site visits to assigned clients are a core, non-negotiable part of this role — this is not a remote-first position. You'll be expected to be a visible, known presence to the people you support, not just a voice on the phone. Proactively identify opportunities to improve the client experience and address concerns before they escalate. Issue Resolution & Billing Manage client issues that arise from projects or help desk interactions, coordinating with internal teams to resolve quickly. Confidently walk a client through their bill line by line — including licensing charges (e.g., Microsoft 365) — and explain what they're paying for and why. Address billing inquiries and service questions with professionalism and accuracy. Account Growth & Sales Support the sales team with proposals, agreements, and account expansion opportunities. Contribute to targeted campaigns promoting relevant services to clients, with hands-on mentorship and coaching provided as you grow into full ownership of the sales side of the role. Some prior exposure to upsell conversations or proposal work in an MSP setting is expected — you don't need to be a closer on day one, but you should already know what that motion looks like. Operational Collaboration Partner with operations staff to ensure proposals and agreements are accurately created and implemented. Conduct annual user and account reviews to align services with client needs. Requirements 2-3 years of account management experience within an MSP or IT services company — required. Comfortable working within a PSA/ticketing platform; ConnectWise experience is a plus. Working knowledge of common licensing models (Microsoft 365, etc.) and the ability to explain billing to a client. Excellent communication and interpersonal skills — you're someone people like talking to, in person and on the phone. Strong organizational skills with the ability to handle multiple accounts and priorities. Bachelor's degree preferred, not required.

Job Type:

Full-time Pay:

$55,000.00 - $60,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Experience:

MSP:

2 years (Required) MSP account management: 2 years (Required) ConnectWise or similar PSA platform: 2 years (Required)

Work Location:

In person