Client Account Manager

About the Role

We are looking for a proactive and detail-oriented Client Account Manager with a strong understanding of IT services, particularly in Managed IT Support, 3CX (VoIP), Microsoft 365, and Cybersecurity Solutions. This role will be responsible for managing client relationships, coordinating cross-functional teams, ensuring timely project delivery, and contributing to content and marketing initiatives.

Key Responsibilities:

Client Relationship Management

Act as the primary point of contact for assigned clients, ensuring high levels of satisfaction, trust, and retention.

Regularly engage with clients to understand evolving needs and uncover upsell or cross-sell opportunities in IT services.

Maintain detailed records of client milestones (e.g., renewals, anniversaries, preferences) to personalize interactions and foster loyalty.

Team Leadership & Coordination

Lead and guide non-technical team members (e.g., marketing, admin, customer success) to align efforts with client goals.

Coordinate task assignments and monitor deliverables across teams to support timely and quality project delivery.

Operational Oversight

Oversee daily operations and internal workflows to ensure smooth service delivery and issue resolution.

Develop and maintain checklists, dashboards, and workflows for consistent performance tracking.

Technical Collaboration

Work closely with IT engineers and project leads to translate client needs into technical deliverables, especially for:

Managed IT Support

3CX VoIP Systems

Cybersecurity Implementations

Bridge communication between clients and technical teams to ensure alignment and clarity.

Marketing & Content Creation

Conduct research and write content (social media posts, blog articles, newsletters) that showcases our services and milestones.

Plan campaigns around relevant themes: Microsoft 365 productivity, Cybersecurity Awareness, AI-driven IT solutions, and service launches.

Digital Tool Development Support

Support the planning and launch of in-house tools like the Feedback App by:

Coordinating feedback from stakeholders

Ensuring alignment with client and business needs

Supporting go-to-market and testing initiatives

Quality & SLA Management

Track project timelines, deliverables, and performance against SLAs.

Ensure all deliverables stay within scope and meet client expectations and contract terms.

Feedback & Continuous Improvement

Implement structured processes (surveys, check-ins, ticket analysis) to gather and act on client feedback.

Recommend and coordinate service improvements based on trends and data insights.

Qualifications

Bachelor's degree in Business, IT, Marketing, or a related field.

Proven experience in client account management, ideally in an IT services environment.

Strong knowledge of IT infrastructure, 3CX, Microsoft 365, cybersecurity, and digital tools.

Excellent interpersonal and communication skills.

Demonstrated experience in content writing, project coordination, and stakeholder engagement.

Familiarity with CRM tools (Monday.com, Trello, Asana etc.)

Location

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