Account Manager Job ID: 425095

Supra ITS; Toronto; Hybrid; CAD 90,000 - 140,000; Full time

Job summary

Supra ITS, a Mississauga-based IT services partner, seeks an Account Manager to own mid-market managed services accounts across the GTA and Southern Ontario. You will manage relationships, renewals, pricing changes, and expansion opportunities while collaborating with a Customer IT Manager (CITM) in a pod structure.

You will spend significant time onsite with customers, with a hybrid mix of client visits and office days. A valid Ontario driver’s licence is required.

Qualifications

• Bachelor’s degree in Business, Information Technology, or a related field.
• 6+ years of business-to-business account management or sales in technology, combining hardware, software, and licensing with services.
• Proven record of owning a book of accounts with retention and growth targets.

Responsibilities

• Own executive sponsor and operational contacts; maintain a contact map and engagement plan for every account.
• Visit accounts on planned cadence; run quarterly business reviews on site with the CITM and review service performance, status, risks, and forward plans.
• Be the customer’s single point of accountability; own escalations through to resolution.
• Carry net revenue retention targets; renew agreements on time; grow recurring revenue with service additions and scope changes.
• Maintain a twelve-month technology roadmap with the CITM and convert roadmap items into priced projects or service expansions.

Skills

Account management

Relationship management

Technology services sales

Field engagement

Forecasting & pipeline

Negotiation

Renewals & upsell

Education

Bachelor’s degree in Business/IT or related field

Tools

ConnectWise

CRM software

Pricing tools

Job description

There is an immediate need for a Account Manager located in the Greater Toronto Area, Ontario (Mississauga head office; field-based across the GTA and Southern Ontario) at SupraITS. If you have grown a book of technology customers by combining product sales with services, and you want to own the relationship and the revenue for mid-market managed services accounts, then this position is for you.

ABOUT SUPRA ITS

Founded in 1999, Supra ITS has grown into a globally trusted IT partner, delivering world-class Managed IT, Cybersecurity, Digital Transformation, Application Services, and Business Process Outsourcing (BPO) Services. Headquartered in Mississauga, Supra ITS operates with 650+ employees worldwide, including Network Operations Centers (NOCs) in Canada and India, ensuring 24/7 IT support and seamless service delivery.

Supra ITS provides a full spectrum of IT solutions, including server and network management, private cloud, disaster recovery, service desk support, and advanced security services. With a security-first approach and SLA-driven commitments, Supra ITS takes complete ownership of IT services, allowing clients to focus on growth while ensuring uninterrupted operations.

A vendor of established track record, Supra ITS is dedicated to long-term client success through tailored, scalable IT solutions. Canon Canada’s strategic investment in Supra ITS strengthens this commitment by integrating Canon’s cutting-edge technologies with Supra’s agile IT services. This partnership fosters innovation, enhances efficiency, and accelerates digital transformation, providing customers with superior IT solutions that are scalable, secure, and customer centric.

For more information, visit www.supraits.com.

TEAM OVERVIEW

This is your opportunity to join a dynamic company with a team that works very well together and has solid organized structures in place. Supra is rebuilding its Managed Services account management function in Canada around a pod model: every customer has a named Account Manager who owns the relationship and the revenue, paired with a Customer IT Manager (CITM) who acts as the technical co-pilot for architecture, security, and the technology roadmap. The Canadian team covers managed services customers ranging from fast-growing small businesses to complex multi-site enterprises, and works closely with Supra’s delivery, security, and leadership teams in Canada and India.

YOU ARE!

You are the person your customers call first. You have owned business relationships for years, at a VAR, a distributor, a managed services provider, or a combination of them, and you earn trust by showing up, listening, and delivering what you promised.

You understand both products and services. You have sold hardware, software, and licensing, and you have also sold or delivered services, so you can talk about a managed services agreement, an SLA, a project scope, and a hardware refresh in the same meeting and make them fit together.

You think in terms of the whole account. You know what each customer pays per month, what they could be buying, where the risk is, and what the next twelve months should look like. You carry a number and you own it.

The Account Manager is the named relationship and revenue owner for a book of mid-market managed services customers. You run the relationship end to end: executive and operational contacts, quarterly business reviews, renewals, contract and pricing changes, and expansion across hardware, software, licensing, security, cloud, and projects. You work in a pod with a Customer IT Manager (CITM) who owns the technology roadmap for each account, and you convert that roadmap into funded work. The role reports to the Director of Customer Success, based in Canada.

This is a field role based in the Greater Toronto Area. Supra is a hybrid workplace, but this position exists to be in front of customers: you will spend the majority of your working week on site with customers across the GTA and Southern Ontario or at Supra’s Mississauga office, and time working from home will be limited. Expect to be with customers at least three days a week; quarterly business reviews are held on site wherever possible. A valid Ontario driver’s licence and access to a reliable vehicle are required; mileage is reimbursed.

Key Responsibilities Relationship Ownership and Field Engagement

• Own the relationship with the executive sponsor, the budget holder, and the operational contacts at each account; maintain a documented contact map and engagement plan for every customer.
• Visit each account on a planned cadence and run quarterly business reviews on site with the CITM: service performance, project status, risks, and the forward plan.
• Be the customer’s single point of accountability at Supra; own escalations through to resolution.

Retention and Net Revenue Growth

• Carry the net revenue retention target for your book; renew every agreement on time and at or above current rate, and grow recurring revenue through service additions and scope changes.
• Identify and work at-risk accounts early with a written save plan, involving leadership and the CITM pod.
• Manage contract terms, pricing changes, and agreement amendments with finance and legal support.

Roadmap-Led Expansion

• Work with the CITM to maintain a twelve-month technology roadmap for every account and convert roadmap items into scoped, priced, and approved projects or service expansions.
• Sell the full Supra portfolio into the base: managed security, cloud and infrastructure, Microsoft and vendor licensing, hardware refresh, application and AI services.
• Build and manage a qualified pipeline for the book; forecast accurately.

Working in the Pod with CITMs

• Partner with the CITM assigned to each account as a two-person team: you own the relationship and the number, the CITM owns the technical plan and credibility; agree the account plan together each quarter.
• Prepare and run review and roadmap meetings jointly; bring the business case, the CITM brings the design.
• Coordinate delivery, service desk, and project teams on behalf of the customer so the customer experiences one Supra.

Pipeline, CRM, and Reporting

• Keep ConnectWise and the CRM current for every account: contacts, agreements, MRR, renewal dates, opportunities, roadmap items, and visit notes.
• Report weekly against the team scorecard: NRR, renewals, QBRs held, roadmap conversion, pipeline, and at-risk accounts.

Education & Experience

• Bachelor’s degree in Business, Information Technology, or a related field, or equivalent experience.
• 6+ years of business-to-business account management or sales in technology, combining hardware, software, and licensing sales (VAR, distributor, or reseller) with services sales or delivery (managed services, professional services, or cloud).
• Proven record of owning a book of accounts with retention and growth targets and hitting them.

Industry & Product Knowledge

• Solid understanding of managed services agreements, SLAs, recurring revenue, and how MRR is built and protected.
• Working knowledge of Microsoft 365 and Azure, security services, networking and infrastructure hardware, and cloud; able to shape a business case with a CITM’s design.
• Experience with quoting, pricing, margin management, vendor programs, and contract negotiation.

Soft Skills

• Outstanding relationship-building and communication skills; credible with executives and comfortable in difficult conversations.
• Commercial judgement: knows when to hold price, when to invest in a relationship, and when to elevate.
• Organized, accountable, and self-directed; plans the quarter and runs the cadence without prompting.
• Collaborative; works as a true partner with technical colleagues in a pod.