Account Manager – Managed IT Services

Massive IT; Tampa (FL); Presencial; USD 60.000 - 85.000; Jornada completa

Descripción de la vacante

Massive IT, LLC is seeking an Account Manager to own and grow relationships with existing customers from our Tampa office. You will serve as the primary business contact, coordinate with internal teams, and lead renewal and growth initiatives for Premier Accounts.

The role emphasizes customer retention, proactive communication, and collaboration across Finance, Sales Administration, and Technical teams. Some familiarity with MSP IT services is preferred.

Formación

• 3+ years in B2B account management or similar client-facing role.
• Ability to manage multiple accounts and priorities.
• Strong communication and relationship-building skills.
• Experience with customer contracts, renewals, and relationships.
• Excellent organizational skills and attention to detail.
• Experience using CRM or customer management software.
• Collaborative across departments and comfortable with executives.

Responsabilidades

• Serve as primary business contact for assigned customer accounts.
• Build relationships with owners, decision-makers, stakeholders.
• Maintain proactive communication and identify evolving needs.
• Coordinate with internal teams to address concerns and ensure follow-through.
• Identify dissatisfaction and take steps to improve retention.
• Review and renew customer agreements and subscriptions.
• Prepare and conduct Premier Account QBRs.
• Identify growth opportunities with managed services and cloud solutions.
• Monitor account health and provide weekly activity updates.

Conocimientos

Account management

CRM software

Relationship management

Communication

Organizational skills

Problem-solving

Cross-department collaboration

Executive stakeholder communication

Herramientas

ConnectWise PSA

Descripción del empleo

Massive IT, LLCAbout Massive ITMassive IT is a growing IT solutions and managed services provider delivering technology solutions, managed IT services, cloud solutions, cybersecurity, and professional services to businesses.We are looking for a proactive, organized, and customer-focused Account Manager to take ownership of our existing customer relationships and help strengthen the overall customer experience.This position is ideal for someone who enjoys building long-term business relationships, understands the importance of customer retention, and can balance customer needs with business objectives.This is an existing-account management position—not a cold-calling or new-business prospecting role.

What You’ll Do

Customer Relationship Management

• Serve as the primary business and commercial point of contact for assigned customer accounts.
• Build strong relationships with business owners, decision-makers, and key stakeholders.
• Maintain proactive communication with customers and identify their evolving business needs.
• Coordinate with internal departments to address customer concerns and ensure timely follow-through.
• Identify potential customer dissatisfaction and take proactive steps to improve retention.

Contract & Renewal Management

• Review and maintain customer agreements to ensure accuracy and compliance with company standards.
• Track contract expiration dates, renewals, and subscription changes.
• Coordinate agreement updates and renewals with Finance and Sales Administration.
• Identify outdated agreements and work with customers to bring contracts up to current standards.
• Proactively communicate upcoming renewals and service changes.

Premier Account Quarterly Business Reviews

• Schedule, prepare, and conduct Quarterly Business Reviews (QBRs) for designated Premier Accounts.
• Review service performance, customer satisfaction, technology needs, and upcoming business initiatives.
• Collaborate with technical teams to identify opportunities for improvement.
• Present recommendations and maintain accountability for meeting follow-up items.

Account Growth & Development

• Understand the products and services currently utilized by assigned customers.
• Identify opportunities for additional managed services, cloud solutions, cybersecurity, licensing, and technology improvements.
• Work with internal technical and sales resources to develop appropriate customer solutions.
• Build account growth plans for strategic customers.
• Support organic revenue growth through existing customer relationships.

Billing & Customer Account Assistance

• Assist customers with questions regarding invoices, recurring charges, licensing, and billing terms.
• Review customer agreements and services to help explain invoiced charges.
• Coordinate with Finance to investigate billing discrepancies or disputes.
• Maintain communication with customers until billing inquiries are resolved.
• Identify recurring billing concerns that may affect customer satisfaction.

Account Management & Reporting

• Maintain accurate customer records, communications, and follow-up activities in ConnectWise PSA or a comparable CRM.
• Conduct regular customer account reviews.
• Monitor account health, customer retention risks, and upcoming renewals.
• Provide weekly updates on account activity, contract compliance, QBRs, retention concerns, and growth opportunities.
• Collaborate with Finance, Sales Administration, Technical Support, and Executive Leadership.

What Success Looks Like

• Strong customer relationships and high retention rates.
• Current and accurate customer agreements.
• Proactive management of customer renewals.
• Consistent completion of Premier Account QBRs.
• Identification of meaningful account expansion opportunities.
• Timely resolution of customer concerns.
• Accurate CRM records and consistent customer follow-through.

Compensation & Growth

• Competitive base salary based on experience and qualifications.
• Eligibility for annual performance-based incentives tied to customer retention, contract compliance, renewal management, QBR completion, and existing-account growth.
• Opportunity for professional development and career advancement within a growing technology organization.

Work LocationTampa, Florida – Full-Time, In-OfficeThis position is based in our Tampa office and is not a remote position.

Qualifications

What We’re Looking For

Required Qualifications

• 3+ years of experience in B2B account management, customer relationship management, or a comparable client-facing role.
• Demonstrated ability to manage multiple customer accounts and competing priorities.
• Strong communication, relationship-building, and problem-solving skills.
• Experience managing customer contracts, renewals, and ongoing business relationships.
• Strong organizational skills and attention to detail.
• Experience using CRM or customer management software.
• Ability to work collaboratively across multiple departments.
• Comfortable communicating with business owners and executive-level stakeholders.

Preferred Qualifications

• Previous experience with a Managed Service Provider (MSP), IT services company, technology reseller, or SaaS provider.
• Familiarity with Microsoft 365, cloud services, cybersecurity, and managed IT solutions.
• Experience with ConnectWise PSA.
• Experience conducting customer business reviews or QBRs.
• Understanding of recurring revenue agreements and technology subscription renewals.
• Experience identifying expansion opportunities within existing customer accounts.

A technical engineering background is not required; however, candidates should be comfortable discussing technology solutions and coordinating with technical teams.