Senior IT Account Manager

The Senior IT Account Manager is a key relationship owner and strategic advisor for assigned clients. This position is responsible for deepening client partnerships, guiding technology strategy, and driving business value. You will ensure clients achieve full technology stack alignment, maximize their IT investments, and feel the measurable impact of our partnership. In addition, you’ll collaborate with other account managers to ensure consistency and excellence in client success.

Client Relationship & Strategy

Serve as the primary strategic relationship manager for assigned clients, trusted as both advocate and advisor.

Lead Quarterly and Monthly Business Reviews (QBRs/MBRs) with business owners, leaders, and managers, presenting insights, metrics, and IT roadmaps that tie technology decisions to business outcomes.

Act as an escalation point for critical client issues, balancing advocacy with accountability.

Account & Financial Management

Own the client lifecycle and renewal strategy, including hardware, software, licensing, and services, ensuring smooth transitions and cost predictability.

Conduct invoice reviews and budget planning sessions, helping clients forecast IT spend and avoid surprises.

Identify and develop upsell and cross-sell opportunities, presenting solutions that address business challenges and generate mutual value.

Technology Alignment & Delivery

Provide proactive technology alignment guidance, driving adoption of the standardized Auxiom stack to strengthen security, efficiency, and scalability.

Partner with vCIOs, engineers, and project teams to ensure seamless execution of client initiatives and smooth handoffs.

Contribute to the continuous improvement of client success processes, reporting, and delivery standards.

Collaborate with Service Desk Supervisors to maintain alignment between client priorities, operational delivery, overall client success and satisfaction.

Project Oversight & Coordination

Provide oversight of client-facing IT projects to ensure alignment with business objectives, scope, budget, and timeline.

Coordinate with engineers, service desk, and third-party vendors to manage deliverables, dependencies, and resources effectively.

Monitor milestones, escalate risks, and maintain proactive communication with clients and internal teams to ensure smooth execution.

Represent client interests during project lifecycle meetings and post-project reviews, validating outcomes and capturing feedback for continuous improvement.

Performance Metrics & Expectations

Success in this role will be measured by:

• Client Retention & Growth: Meeting or exceeding retention goals while generating upsell/cross-sell revenue.
• Technology Alignment: Achieving measurable progress toward 100% adoption of the MSP’s standardized technology stack for each client.
• Business Review Effectiveness: Demonstrating value through accurate reporting, strategic recommendations, and executive engagement.
• Renewal & Lifecycle Management: Ensuring renewals and lifecycle events are executed on time and aligned to client budgets.
• Client Satisfaction Scores: Achieving consistently high survey ratings and reducing escalations.
• Team Development: Supporting and mentoring junior account managers, contributing to overall team performance.
• Revenue Contribution: Meeting revenue targets associated with account expansion and strategic initiatives.