Systems Administrator

Must be open to working onsite in the Boston, MA area 4x per week.

MSP Account ManagerReports To:

VP of Sales/Account ManagementAbout the RoleWe're looking for a client-obsessed MSP Account Manager to be the primary point of contact for a portfolio of managed services clients. You'll own the relationship end to end—driving retention, expansion, and overall client satisfaction. You'll translate business needs into technology roadmaps, proactively identify gaps and risks, and upsell/cross-sell solutions like Managed Security, Microsoft 365 add-ons, backup/DR, cloud migrations, endpoint management, vCIO planning, and more.

This role is ideal for someone with several years of hands-on MSP experience who thrives in client-facing conversations, can speak both business and technical, and enjoys uncovering value-creation opportunities.

What You'll DoOwn a

Client Book of Business:

Serve as the day-to-day contact for a designated portfolio; run regular cadence calls, QBRs, and executive business reviews.

Drive Growth:

Identify and execute upsell/cross-sell opportunities across managed services, security (MDR/EDR/SIEM), cloud (Azure/AWS), BCDR, VOIP/UCaaS, networking, and professional services.

Build Strategic Roadmaps:

Partner with vCIO/technical leads to build 12-24 month technology plans that align to each client's goals, budgets, and compliance requirements.

Ensure Service Excellence:

Monitor SLAs, ticket trends, CSAT, and NPS; coordinate with Service Desk, NOC/SOC, and Projects to resolve issues and improve the client experience.

Renewals & Retention:

Manage renewals, negotiate contract terms/SOWs, maintain accurate account health, and reduce churn.

Forecasting & Pipeline:

Maintain an accurate expansion pipeline in CRM (e.g., HubSpot/Salesforce); deliver monthly/quarterly forecasts and reporting.

Executive Communication:

Present QBRs, ROI summaries, licensing optimizations (e.g., M365), security posture updates, and budget recommendations to client leadership.

Risk & Compliance:

Surface risks (capacity, end-of-life, security gaps), propose mitigation plans, and coordinate remediation projects.

Collaboration:

Work cross-functionally with Sales Engineering, Projects, Procurement, and Finance for seamless delivery and invoicing accuracy.