Senior Account Manager

Summary/Objectives

The Senior Account Manager serves as the primary liaison between the company and its key clients, ensuring strong relationships, high customer satisfaction, and continued business growth. This role focuses on understanding client needs, aligning Managed IT services to business goals, and driving revenue expansion through strategic account management. The ideal candidate possesses deep knowledge of MSP services, including cloud computing, cybersecurity, IT infrastructure, and managed support.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Develop and nurture long-term relationships with clients to ensure retention, satisfaction, and business growth.
• Act as the primary point of contact for client escalations, ensuring timely issue resolution and service excellence.
• Identify opportunities for service expansion, including upselling and cross-selling of MSP solutions.
• Partner with internal teams (technical support, project management, and sales) to ensure seamless service delivery.
• Conduct regular business reviews with clients, providing performance insights and proactive recommendations.
• Stay informed about industry trends and emerging technologies, advising clients on best practices and IT strategies.
• Monitor contract renewals, ensuring timely communication and negotiation of terms.
• Assist in the development of customized IT roadmaps for clients to enhance their operational efficiency.
• Represent the company at industry conferences, networking events, and client meetings.
• Maintain accurate client records, contracts, and account activities in all Velocity1 systems.
• Hold a working understanding of all Velocity1 technology tools and solutions.

Work Environment

This position operates in a professional office environment with remote work flexibility. The role involves daily use of computers, phones, and standard office equipment. 

Physical Demands

The ability to sit for long periods of time, and lift and move 25lbs of equipment.

Position Type/Expected Hours of Work

Standard business hours (Monday–Friday), 40 hours per week, with occasional evening or weekend meetings/events as needed. Clients may be in different time zone and flexibility to match their schedules will be needed.

Travel

Expected travel to client sites (20-30%), must have reliable transportation.  Occasional travel to attend trainings or meeting.

Required Education and Experience

3 years of account management experience in the MSP, IT services, or technology sector.

• Strong background in client relationship management and IT service sales.
• High School diploma or equivalent

Preferred Education and Experience

• College degree in Business, Information Technology, or a related field.
• Industry certifications (e.g., CompTIA, ITIL, Microsoft, AWS, Cisco).
• Hands-on experience with MSP service models and IT solution consulting.

Work Authorization/Security Clearance (if applicable)

• Must be a United States citizen
• May require security clearance for government-related contracts.

AAP/EEO Statement

Velocity1 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Other Duties

Please note that the job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.