Director of Client Accounts

Starport Managed Services; Toronto; Hybrid; CAD 72,000 - 88,000; Full time

Benefits offered by this job

Health benefits plan

Job summary

Starport Managed Services is seeking a Director of Client Accounts in Toronto to lead strategic client relationships and IT strategy/budget planning. This hybrid role reports to the Chief Client Officer and oversees a team of 4-8 IT Support Technicians, coordinating with client sites and remote work to deliver exceptional service.

You will build multi-year roadmaps, manage executive-level communications, and drive client retention and revenue growth while ensuring project success and client

Qualifications

• 5+ years leading IT services or SMB client advisory teams.
• Ability to translate IT strategy into client business objectives and budgets.
• Experience presenting strategic business reviews, proposals and quotes.

Responsibilities

• Build client scorecards, roadmaps and multi-year IT plans aligned with business objectives.
• Collaborate with Client Support Manager for quotes, updates and order fulfillment.
• Provide strategic oversight for projects to support client priorities and roadmaps.
• Lead client-facing communications and executive reviews to strengthen retention and growth.
• Coach and mentor the team to balance delivery, client priorities and operations.

Skills

IT leadership

Client relationship mgmt

Budget planning

Strategic communication

Team coaching

English proficiency

Education

Bachelor's degree in IT / CS / Business

Tools

ConnectWise

IT Glue

ScalePad

Google Workspace

Azure / Microsoft 365

WatchGuard

Lenovo

Job description

We are looking for a service-oriented Managed IT Services Director of Client Accounts who can lead strategic client relationships, guide IT strategy/budget planning and act as a trusted advisor to a portfolio of clients. Reporting to the Chief Client Officer, you will manage a portfolio of clients and lead a team of 4-8 IT Support Technicians. This hybrid role involves working from our mid-town Toronto office, client sites and remotely. The ideal candidate will be dedicated to delivering an exceptional client experience, strengthening client retention, identifying opportunities to grow existing accounts and coaching a team to exceed targets and client expectations.

What You Will Be Doing

• Work strategically with clients and internal subject matter experts to build client scorecards, multi-year IT roadmaps and budget plans that align technology investments with client business objectives
• Collaborate with the Client Support Manager to ensure clients receive timely and accurate product updates, quotes and order fulfillment
• Lead client-facing project communications and provide strategic oversight to ensure projects support client business priorities, technology roadmaps and long-term account objectives with operational support from the Client Support Manager

Client Management

• Ensure best practices and proactive planning for client environments, including regular review of risks, lifecycle needs, budget priorities and opportunities to improve client retention
• Follow up with clients, provide feedback and resolve issues
• Deliver and conduct regular strategic scorecard reviews and develop client roadmaps to meet business objectives
• Identify and position solutions that align with client business objectives, strengthen retention and grow revenue within assigned accounts
• Develop and maintain strategic client relationships through executive-level calls, meetings, business reviews and client events
• Prepare client quotations, proposals and presentations
• Work collaboratively with the Client Support Manager to ensure seamless procurement, renewals and vendor coordination for client needs
• Collaborate with Finance to monitor and support client account management

Team Management

• Empower experienced team members to leverage their expertise and manage client outcomes independently, providing coaching, strategic guidance and escalation support where needed
• Partner with team members to balance project delivery, client priorities and daily operational demands, ensuring focus on the highest-value activities for clients and the business
• Build strong team morale while maintaining a commitment to quality, integrity, accountability, client retention and strategic account outcomes
• Lead hiring, training, mentoring and disciplinary processes while coaching team members to communicate professionally, identify client needs and support trusted-advisor relationships
• Oversee service tickets, client IT documentation and daily time records
• Monitor team resource availability, absences and certifications
• Recommend and implement process improvements
• Work collaboratively with team members, Directors and Client Support Manager to discuss best practices and balance workloads
• Occasional (infrequent) short-span national/international travel as required
• Occasional after-hours and on-call work as required

Who You Are

• Proactive and service-oriented professional with a passion for technology, client satisfaction, strategic client relationships and trusted-advisor service
• Skilled and tech-savvy communicator with strong business acumen and the ability to connect IT Strategy, risk, budget planning and business outcomes
• Supportive team player with a strong team-first mentality
• Organized, efficient and goal focused, while maintaining a high level of integrity and ownership for client retention, satisfaction and account growth
• A self-starter with a keen sense of ownership and accountability
• Committed to ongoing professional development
• Willing leader who inspires, mentors and motivates your team

What You Need

• 5+ years working as an IT Leader or comparable role in IT Services or SMB space
• Ability to explain IT solutions in nonexpert terms and relate their value to a client's business objectives, risk profile, budget priorities and long-term IT strategy
• Experience with IT concepts, tools and solutions (Cloud, Network, Cybersecurity, BCDR, Microsoft 365 & Azure, Google Workspace, WatchGuard, Lenovo, ConnectWise, IT Glue, ScalePad, etc.)
• Experience with evaluation, adoption or integration of AI-enabled business solutions is an asset
• Experience preparing strategic business reviews, presentations, proposals, quotes and budget recommendations for clients
• Experience managing projects with multiple resources both internal and external
• Strong end-user computer skills and basic accounting knowledge
• Working knowledge of CRM tools and ticketing systems such as ConnectWise an asset
• Excellent proficiency in English - both spoken and written
• Degree or Diploma in Information Technology, Computer Science, Business Management or equivalent professional experience in IT strategy, client advisory, account management or business leadership
• Valid Driver's License and full access to a reliable all-season vehicle
• All Starport candidates/employees must pass a security background check (to be completed annually)

Who We Are

Founded in 2006, with headquarters in Toronto, Starport is a leading Managed IT Service Provider (MSP) in Canada. Our growing team of more than 70 professionals provides end user support, network/server administration, cloud hosting and cyber security services to more than 175 small and medium-sized businesses in major Canadian cities and across North America.

Our management team has actively developed a strong reputation with a wide range of industries, expanding services to include a security operations center, data center facilities, a new Calgary team in the emerging Alberta market and a service desk team based out of Prince Edward Island. Each team member contributes to Starport’s success with a rich range of experience from diverse professional and technical backgrounds. As part of the Lyra Technology Group (http://www.lyratechgroup.com/), we are uniquely positioned to extend cross-selling opportunities to the North America and global business communities.

We take pride in our work and share a passion for technology. Please visit www.starport.ca for further information.

CM600 - Director, Client Accounts

Job Type

Full-time, Permanent

Job Location

65 Overlea Boulevard, Toronto, Ontario

Recommended Experience

5+ years of professional technical consulting and leadership

Compensation

base salary starting from $80,000 + health benefits plan