Account Manager

Ntiva, Inc.; McLean (VA); Hybrid; USD 73,000 - 85,000; Full time

Benefits offered by this job

Medical benefits

401(k) eligibility

PTO

Job summary

Ntiva, Inc. is seeking an Account Manager to drive customer satisfaction and grow revenue within a $2M ARR book. This hybrid role in the DMV area requires 85% remote work with 15% client visits and travel to client locations with a valid driver’s license.

You’ll manage client relationships, coordinate with cross-functional teams, renewals, and plan long-term IT roadmaps. Base pay ranges from $73,000 to $85,000 per year, plus a commission plan and benefits.

Qualifications

• 2–5 years of client services/client-facing experience, preferably in IT MSP
• Experience working in a cross-functional team
• Superior people skills; client service oriented
• Ability to communicate with various departments to obtain information
• Ability to work under pressure with professionalism
• Strong problem-solving capabilities
• Highly organized with strong time management

Responsibilities

• Manage approximately $2M in yearly recurring revenue
• Identify and close opportunities to achieve quarterly sales goals
• Hold in-person/remote meetings with clients to discuss strategy, budgets, and roadmaps
• Communicate new product and service offerings to clients
• Manage and execute renewals and assess opportunities to add services
• On-board new clients with the business development team
• Collaborate with solution architect team to scope client projects
• Identify at-risk clients and develop retention strategies
• Manage a large client load
• Relay client feedback to Ntiva teams and ensure expectations are met
• Communicate Ntiva service/technology changes to clients
• Review client invoices monthly with finance for changes
• Engage with clients with 60+ day past due balances
• Other duties as assigned

Skills

Client Services

Cross-functional teamwork

People skills

Professional communication

Stress management

Problem solving

Time management

Education

Bachelor’s degree (BA/BS) in a relevant field

Tools

ConnectWise

Job description

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we’re more than a Managed Services Provider, we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other. Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together. If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!

How You’ll Make An Impact

As the Account Manager (AM), your main goal is to drive customer satisfaction and retain and grow the revenue of your respective book of accounts.

Location and Work Expectations

• This is a Hybrid role in the DMV area (85% remote, 15% client visits). The specific allocation of remote versus onsite requirements may fluctuate based on business needs
• Must be able to travel by car to client locations and have a valid driver's license and insured vehicle.

What You Will Be Doing

• Manage approximately $2M in yearly recurring revenue
• Identify and close opportunities to successfully achieve quarterly sales goals on a consistent basis
• Hold in-person/remote meetings with clients to discuss strategy, budgets, and roadmaps to drive their IT forward
• Communicate new product and service offerings to clients
• Manage and execute agreement renewals, knowing if they have the right mix of services and assessing if there are opportunities to add services
• On-board new clients while collaborating with the new business development team
• Work with the solution architect team to effectively scope client projects
• Identify clients who are at risk and develop retention strategies
• Manage a large client load
• Share client feedback with relevant Ntiva teams and collaborate to ensure client expectations are being set and met accordingly
• Communicate Ntiva service/technology/internal integration changes to clients on a regular basis
• Review client invoices monthly and work with finance department on any needed changes
• Engage with client’s who have 60+ day past due balances
• Other duties as assigned

You’ll be successful in this role if you have

• 2-5 years of Client Services/Client facing experience, preferably in the IT industry and experience working for an IT Managed Service Provider (MSP).
• Experience working in a cross functional team
• Superior people skills; client service and people oriented
• Ability to communicate and cooperate with various departments in order to obtain information needed
• Ability to work under pressure, while maintaining a tactful and professional demeanor
• Strong problem-solving capabilities
• Highly organized and strong time management skills

Required Language Skills

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Bonus points for

• Bachelor's Degree (BA/BS) in Computer Science, IT or relevant field
• Experience with ConnectWise family of products or similar service management system is preferred
• Familiarity with technology, specifically network/system services

The base pay range for this position is expected to be between $73,000 and $85,000 per year, plus a commission plan. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

FLSA Status

Salaried, Exempt

Work Authorization Criteria

Standard: We welcome applicants who are U.S. persons. At this time, we are unable to offer sponsorship or assume sponsorship of an employment visa.

Workspace Requirements And Remote Work Policy

Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, subject to review by management, and must adhere to Ntiva policies and procedures.

Our Commitment to a Diverse Workforce

At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.