Strategic Account Manager

Convergence Networks; Portland (OR); Sur place; USD 85 000 - 120 000; Plein temps

Résumé du poste

Convergence Networks is seeking an experienced Account Manager to drive adoption and value realization of managed IT and cybersecurity services. You will guide customers through the journey, ensuring satisfaction and renewal readiness while coordinating with CN’s leadership and delivery teams.

The role requires strong relationship-building and strategic advisory skills, with the ability to manage a sales funnel, forecast opportunities, and move deals to closure independently.

Qualifications

• 5+ years of client relationship management in MSP/IT or cyber security.
• Experience managing large, complex accounts with multiple stakeholders.
• Proven ability to grow accounts and forecast monthly opportunities.
• Strong negotiation and communication skills; able to work independently.
• Certified in Security+/Network+ or CISSP preferred but not required.

Responsabilités

• Drives customer adoption/engagement of CN services through positioning, education, and alignment with customer business outcomes.
• Creates or maintains customer value discussions and quarterly reviews with key decision makers.
• Maintains relationships with decision makers, champions, and influencers across CN accounts.
• Acts as primary advocate within CN to drive tangible outcomes and coordinate with leadership.
• Responsible for renewals, risk management, and escalation handling with customers.
• Oversees transitions from deployment to steady state and ensures smooth customer onboarding and ongoing success.

Connaissances

Account management

Customer relationship management

Sales funnel

Forecasting

Negotiation

Communication

Independent work

Outils

CRM software

Description du poste

Convergence Networks is one of North America’s leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions.

POSITION SUMMARY

The Business Services Team is composed of Account Managers who are well versed in Managed IT and Cybersecurity, and whose purpose is to assist customers in getting the most value out of the services provided by Convergence Networks (CN).

We are seeking a passionate, technical and experienced Account Manager to join our team and play a crucial role in ensuring the success and satisfaction of our clients.By providing exceptional support, guidance, and strategic advice throughout the customer journey, our Account Managers are crucial in driving the adoption of our IT and cybersecurity solutions and services.

RESPONSIBILITIES

• Customer Growth and Value Realization:
• Drives customer adoption/engagement of services provided by CN through positioning, education, and alignment with customer business outcomes
• Creates, organizes, and shepherds customer value discussions with customers quarterly independently and without oversight from CN’s Leadership Team
• Responsible for completing Account Mapping Template and creating/maintaining relationships with key Decision Makers, Champions and Influencers
• Primary advocate within internal CN stakeholder groups to drive tangible outcomes
• Customer Satisfaction and Retention:
• Responsible for customer retention and to ensure customers are on target for contract renewals
• Responsible for risk identification and mitigation related to potential customer churn (Playbooks, Churn War Room, etc.)
• Works directly with Convergence Networks Executive Leadership Team to strategically align and coordinate engagement
• Service Management:
• Serves as the primary point of contact for customer escalations, special requests, quoting, billing issues, etc.
• Drives adoption of customer self-service capabilities to optimize interactions and reduce friction
• Responsible for the coordination of customer interactions (regular cadence, working sessions, escalation calls, etc.) both with the customer and internal CN Teams
• Oversees the transition from deployment to Steady State and establishes cadence/operating rhythm for assigned new customers

Demonstrated Subject Matter Expertise:

• Able to define, create, and execute service improvement plans
• Demonstrated sales experience, ability to manage a sales funnel and forecast/convert monthly opportunity bookings
• Strong understanding of MSP services and ability to effectively move from one team to another to obtain answers and resolve issues independently
• Able to articulate CN's offerings, benefits, SOPs and deliverables without hesitation or the oversight of the CN Leadership Team
• Able to negotiate pricing, navigate value conversations, and handle objections from customers without oversight of the BS Leadership Team/Engagement Coaches

WHAT ARE THE QUALIFICATIONS I NEED TO HAVE?

Qualifications:

• 5+ years of client relationship management, account management
• 5+ years in the MSP, IT or cyber security industries
• Extensive experience managing large, complex accounts with multiple LOB’s and stakeholders
• Extensive experience driving technology adoption and managing a sales funnel
• Able to operate independently with minimal support from leadership
• Able to identify the buying landscape within customer environments and maintain relationships with critical decision makers
• Superior organizational skills and ability to adapt to quickly evolving environments
• Excellent written and verbal communication skills
• Promotes team culture by independently demonstrating abilities that solve organizational problems and drive efficiencies within CN
• Can organize and conduct speaking engagements to internal CN groups without assistance from the CN Leadership Team

Preferred Qualifications

• Security +, Network +, CISSP, and other relevant certifications preferred, but not necessary to be considered.