Strategic Account Manager (Account Manager 3)

Convergence Networks; Milwaukie (OR); On-site; USD 70,000 - 110,000; Full time

Job summary

Convergence Networks is seeking a passionate Account Manager to ensure customer success and maximize value from our managed IT and cybersecurity services. This role focuses on guiding customers through adoption, aligning outcomes with business goals, and coordinating cross-functional efforts to deliver excellence.

Ideal candidates have a strong track record in account management within MSP/IT fields, excellent communication, and the ability to work independently while driving strategic

Qualifications

• 5+ years in client relationship and account management.
• 5+ years in the MSP/IT or cybersecurity industries.
• Experience managing large, complex accounts with multiple stakeholders.
• Experience driving technology adoption and managing a sales funnel.
• Excellent written and verbal communication skills.

Responsibilities

• Drives customer adoption/engagement of CN services through education and alignment with business outcomes.
• Orgainizes value discussions with customers quarterly.
• Maintains relationships with key decision makers and influencers.
• Leads internal advocacy to drive outcomes.
• Manages renewals risk and coordinates CN leadership engagement.
• Serves as primary contact for escalations, requests, and billing issues.

Skills

Client relationships

Account management

MSP/IT/cybersecurity

Large complex accounts

Technology adoption

Sales funnel management

Independent work

Stakeholder management

Communication skills

Public speaking

Job description

DEPARTMENT: Business Services

REPORTS TO: Manager, Business Services

ACCOUNT MANAGER 3

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 toensure 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