Account Manager

The Account Manager (AM) will be responsible for managing a portfolio of client accounts, providing strategic guidance, and ensuring the delivery of exceptional customer service. The AM will work closely with clients to drive their technology and business strategy, address technical issues, and ensure overall satisfaction, all while meeting company objectives and contributing to revenue growth. This role requires strong communication skills, problem solving skills, and the ability to build and maintain lasting relationships with clients.

Major Roles and Responsibilities

• Client Portfolio Management: Oversee a portfolio of accounts, ensuring client needs are met and any conflicts or issues are resolved quickly and effectively.
• Client Relationship Building: Foster positive, long-term relationships with clients. Respond to inquiries, proactively address concerns, and provide tailored solutions to meet client needs.
• Sales Target Achievement: Meet sales targets, contributing to the company's revenue growth objectives.
• Client Meetings & Site Visits: Attend client meetings, on-site visits, and sales meetings to assist with issue resolution, strategic planning, and relationship building.
• Ongoing Professional Development: Stay informed about the latest technology trends and best practices through continuous learning, industry events, and professional associations.
• Strategic Business Reviews: Schedule and lead strategic business reviews with clients, providing insightful reports and actionable recommendations.
• Client-Facing Reports & Roadmaps: Develop and maintain client-facing reports and IT roadmaps, helping clients plan and align their technology strategy to their business needs.
• Customer Project Support: Support client projects by assisting with planning and communication. Ensure that project goals align with client specifications.
• Issue Resolution & Solution Identification: Assess and identify solutions to client issues, ensuring improvements in productivity, quality, and customer service.
• Collaboration with Internal Teams: Work closely with project and service teams to develop solutions that meet client needs and specifications. 
• Knowledge Transfer: Share expertise and insights about clients, projects, and industry trends with team members to enhance overall team performance. 
• Proactive Communication: Regularly communicate project status, potential issues, and risks to clients and internal management. 
• Documentation & Ticket Management: Assist with maintenance of service ticket records, and ensure that all support tickets are handled in accordance with service level agreements. 
• Technical Escalation Management: Ensure technical escalations from clients are brought to resolution, working with internal technical teams to implement solutions. 
• Other Duties: Perform other duties as assigned to support the goals of the team and the company. 

Qualifications and Education Requirements

• Bachelor’s degree in IT, MIS, CIS, Computer Science, Business, or related field preferred. 
•  6+ years of IT industry experience preferred, preferably 2-4 years’ experience managing accounts. 
• 3+ years of client-facing role preferred. 
• 3+ years of MSP experience preferred. 
• Excellent verbal and written communication skills with strong focus on detail. 
• Client focused with an ability to maintain relationships and resolve client conflicts.
• Experience with HubSpot CRM & ticketing systems preferred.
• Knowledge of Cybersecurity including latest trends and technologies preferred.
• Knowledge of Microsoft technologies preferred.

Additional Notes 

• Probationary period of 90 days. 
• Individuals with a felony or misdemeanor convictions MAY not be hired.
• Individuals must not have any alcohol or drug-related convictions or suspensions within the past three years.
• Individual must be able to read and understand instructions in English as well as possess good oral and written communication skills.
• Individual must be able to pass a drug and physical screening as well as background requirements.
• Individual must be available to work variable hours and willing to travel.

Prime Secured is an Equal Opportunity Employer. We participate in E-Verify.