Client Account Manager

MNP; Montreal (administrative region); Hybrid; CAD 85,000 - 120,000; Full time

Benefits offered by this job

Base pay and bonus programs

Vacation time and 4 personal days

Group pension plan with 4% matching

Flexible benefits and mental health"

Professional development assistance /

MNP University and career growth

Dress For Your Day, social events

Job summary

MNP in Montreal seeks a Client Account Manager to steward Managed Services client relationships and outcomes. You will lead executive reviews, coordinate with technical teams, and drive renewals and value-based growth.

The role emphasizes client advocacy, risk management, and delivering actionable insights to improve service delivery and strategy.

Qualifications

• 5+ years in Account Management, Customer Success, or Client Relationship roles.
• Experience conducting Executive Business Reviews and developing account plans.
• Experience in Managed Services/MSP environments or IT service delivery.
• Strong understanding of IT infrastructure, cloud services, cybersecurity, and service management frameworks (ITIL).
• Excellent communication, presentation, and interpersonal skills.
• Proven ability to manage multiple client accounts with strong organization.

Responsibilities

• Serve as the primary contact for assigned clients, ensuring timely communication.
• Build and maintain long-term client relationships with stakeholders at all levels.
• Conduct regular business reviews to discuss performance, goals, and future needs.
• Understand client business strategy, industry environment, and technology roadmap.
• Monitor service delivery performance (SLAs, KPIs) and ensure high-quality managed services.
• Collaborate with technical teams to resolve escalations and communicate resolutions.
• Identify risks and areas for improvement and drive corrective action.
• Advocate for the client internally and address their needs.
• Develop and maintain account plans outlining goals, opportunities, and outcomes.
• Identify opportunities for additional value from new or enhanced services.
• Partner with solution teams to align technology enhancements with goals.
• Support contract renewals, upsells, and expansion opportunities.
• Provide meaningful insights through performance reporting, service metrics, and technology recommendations.
• Prepare and present Business Reviews (EBRs).
• Track account health, satisfaction scores, and renewal risks.
• Act as the voice of the customer to inform product, service, and process improvements.
• Coordinate internal resources to support the client effectively.
• Contribute to continuous improvement initiatives related to client success and governance.

Skills

Account Management

Customer Success

Executive Business Reviews

MSP / Managed Services

ITIL familiarity

Communication skills

Tools

ConnectWise

Job description

What do you think of when you hear the name MNP? Most likely tax and accounting, but as one of Canada's largest consulting organizations, we're so much more! We're also serious about technology.

Make an impact with our Managed Services Practice as a Client Account Manager. The successful candidate plays a critical role in ensuring the long-term success of our Managed Services clients. This role focuses on developing strategic relationships, understanding client goals, and ensuring that the services delivered meet or exceed expectations. The Account Manager acts as the client's advocate within the organization and drives continuous improvement, satisfaction, and growth.

We have created an environment where you will continuously grow, always have a voice and collaborate on work that is meaningful, impactful and fulfilling. If you are ready to take your career into your own hands, you have come to the right place.

Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned clients, ensuring timely and effective communication.
• Build and maintain strong, long-term relationships with client stakeholders at all levels.
• Conduct regular business reviews to discuss performance, goals, and future needs.
• Ensure a deep understanding of the client’s business strategy, industry environment, and technology roadmap.

Client Success & Service Delivery Oversight

• Monitor service delivery performance (SLAs, KPIs), ensuring clients receive high-quality managed services.
• Collaborate closely with technical teams to resolve escalated issues and communicate resolutions to clients.
• Proactively identify risks, service gaps, or areas for improvement and drive corrective action.
• Advocate for the client internally, ensuring their needs are understood and addressed.

Strategic Planning & Growth

• Develop and maintain account plans outlining goals, opportunities, and expected outcomes.
• Identify opportunities for clients to gain additional value from new or enhanced services.
• Partner with solution teams to propose technology enhancements aligned with client goals.
• Support contract renewals, upsells, and expansion opportunities in a consultative, value-based manner.

Reporting & Insights

• Provide clients with meaningful insights through performance reporting, service metrics, and technology recommendations.
• Prepare and present Business Reviews (EBRs).
• Track account health, satisfaction scores, and renewal risks.

Collaboration & Internal Leadership

• Act as the voice of the customer within the organization to inform product, service, and process improvements.
• Coordinate internal resources—including service desk, project teams, and technical specialists—to support the client effectively.
• Contribute to continuous improvement initiatives related to client success, service management, and account governance.

Required

Skills and Experience

• 5+ years experience in Account Management, Customer Success, or Client Relationship roles.
• Experience conducting Executive Business Reviews and developing account plans.
• Experience in Managed Services, MSP environments, Application Managed Services, or IT/technology service delivery.
• Strong understanding of IT infrastructure, cloud services, applications, cybersecurity, and service management frameworks (e.g., ITIL).
• Excellent communication, presentation, and interpersonal skills.
• Proven ability to manage multiple client accounts with strong organizational discipline.

Preferred

• Familiarity with PSA/RMM tools (e.g., ConnectWise).
• ITIL certification or equivalent experience.

Key Competencies

• Client-first mindset and passion for client success
• Strategic thinking and business acumen
• Problem-solving with a proactive, solution-focused approach
• Ability to influence without authority
• Strong collaboration and facilitation capabilities
• High emotional intelligence and relationship-building expertise

Success Metrics

• Client satisfaction (CSAT/NPS)
• Account retention and renewal rates
• Reduction in escalations and service friction points
• Account growth tied to business-aligned technology adoption
• Quality and consistency of business reviews and account governance
• Bilingual proficiency (French/English) is an asset

MY REWARDS @ MNP

• With a focus on high-potential earnings, MNP is proud to offer customized rewards that support our unique culture and a balanced lifestyle to thrive at work and outside of the office. You will be rewarded with generous base pay, vacation time, 4 paid personal days, a group pension plan with 4% matching, voluntary savings products, bonus programs, flexible benefits, mental health resources, exclusive access to perks and discounts, professional development assistance, MNP University, a flexible 'Dress For Your Day' environment, firm sponsored social events and more

Diversity@MNP

We embrace diversity as a core value and celebrate our differences. We believe each team member contributes unique gifts and amplifying their potential makes our business stronger. We encourage people with disabilities to apply!