Strategic Client Success Manager — Managed Services

Kibbi; Edmonton; On-site; CAD 90,000 - 115,000; Full time

Benefits offered by this job

Generous base pay

Vacation time

Personal days

Group pension plan

Bonus programs

Flexible benefits

Professional development

Job summary

MNP is seeking a Client Account Manager to safeguard and grow managed services relationships in Canada. The role emphasizes strategic client collaboration, understanding business goals, and ensuring services meet expectations.

The successful candidate will advocate for clients internally, drive continuous improvement, and contribute to renewal and expansion opportunities while delivering value-based outcomes.

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, Application Managed Services, or IT/technology service delivery.
• Strong understanding of IT infrastructure, cloud services, applications, cybersecurity, and service management frameworks (ITIL).

Responsibilities

• 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.
• Monitor service delivery performance (SLAs, KPIs) and ensure high‑quality managed services.
• Collaborate with technical teams to resolve escalated issues and communicate resolutions.
• Develop account plans outlining goals, opportunities, and expected outcomes.
• Support contract renewals, upsells, and expansion opportunities in a consultative manner.
• Provide clients with meaningful insights through performance reporting and reviews.

Skills

Account Management

Customer Success

Executive Reviews

ITIL

Communication

Relationship Building

Tools

ConnectWise

Job description

MNP is seeking a Client Account Manager to safeguard and grow managed services relationships in Canada. The role emphasizes strategic client collaboration, understanding business goals, and ensuring services meet expectations.

The successful candidate will advocate for clients internally, drive continuous improvement, and contribute to renewal and expansion opportunities while delivering value-based outcomes.