Systems Administrator

Robert Half Systems Administrator Waltham, MA Apply Description Must be open to working onsite in the Boston, MA area 4x per week.

MSP Account Manager Reports To:

VP of Sales/Account Management About the Role We'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 Do Own 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. Requirements What You'll Bring 3-5+ years in an MSP environment (required) in Account Management, Client Success, vCIO, or related client-facing role.

Exceptional client-facing skills:

Clear communicator, strong meeting facilitation, skilled at expectation-setting and issue resolution.

Commercial acumen:

Experience with renewals, SOWs, margins, and aligning solutions to business outcomes; comfortable presenting pricing and value. Technical fluency with common MSP offerings: Microsoft 365/Entra/Azure; endpoint & identity management Managed Security (MDR/EDR/XDR, SIEM/SOC, email security) Backup/DR (on-prem & cloud), networking, VOIP/UCaaS Ticketing/PSA and RMM workflows (e.g., ConnectWise, Autotask, NinjaOne) Process & tooling: Proficiency with CRM, PSA, and reporting dashboards. Organization & follow-through: Strong project coordination, prioritization, and documentation skills. Nice to Have Experience running QBRs with executive stakeholders (CFO/COO/CIO). Exposure to regulated industries (e.g., healthcare, financial services, manufacturing) and frameworks (CIS, NIST, HIPAA). Certifications (e.g., Microsoft, CompTIA, ITIL, security/vendor certs). Technology Doesn't Change the World, People Do.® Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles. Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information. © 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use (https://www.roberthalf.com/us/en/terms) and Privacy Notice (https://www.roberthalf.com/us/en/privacy) . Active Filters Systems Administrator Waltham, MA Clear All Apply