What are the responsibilities and job description for the Client Services / Account Manager position at Firethorne Technology Services?
About the Role
Firethorne is hiring a Client Services / Account Manager to own the relationship and day-to-day success of a portfolio of managed services clients — ensuring service delivery, satisfaction, and growth across our Houston client base.
Key Responsibilities
Serve as the primary point of contact for an assigned portfolio of MSP clients. Conduct regular business reviews to align on service performance, roadmap, and upcoming needs. Partner with technical teams to ensure SLAs are met and issues are resolved proactively. Identify opportunities to expand services within existing accounts. Manage renewals and support pricing/scope conversations in partnership with leadership. Track account health metrics and escalate risk before it becomes churn.
Required Qualifications
3 years of account management or client success experience, ideally in MSP, IT services, or B2B technology. Strong relationship-building and communication skills. Comfortable navigating both business and technical conversations with clients. Organized, proactive, and able to manage a multi-account portfolio.
Preferred Qualifications
Experience specifically in an MSP or managed IT services environment. Familiarity with ITSM/PSA tools (ConnectWise, Autotask, or similar). Track record of account growth/expansion within an existing book of business.
What We Offer
Competitive base salary plus account growth incentives. Direct impact on client retention and company growth. Collaborative team culture. Full benefits package.