Account and Project Manager for an MSP (mid-level)

If you LOVE helping people get and stay organized, enjoy interacting with a variety of clients, and enjoy learning about technology, we want you to join our growing team!

You will be working mostly remote for customers in the USA on California PST time zone.

Job Description

We are an MSP (Managed Service Provider) currently seeking an exceptional Success Manager/Account Manager with experience working in an MSP. Looking for someone who will build amazing relationships with our clients and can successfully lead projects and meetings. We believe in a team approach and foster an environment where everyone is contributing and motivated to help one another. You must be able to easily build relationships with others and demonstrate a willingness to tackle any issue and get it done. This is a fast-paced environment, so you should be ready to quickly come up to speed on our management software and processes.

Responsibilities include:

Success Management

Build Customer Partnerships: Be the trusted advisor for the customer. Leverage your knowledge of our products and services and the customer’s business operations to provide tailored solutions to meet their needs.

Proactive Consultation: Schedule and manage monthly calls with clients to identify needs, review their IT Roadmap, discuss any concerns, and ensure customer satisfaction.

Quote building: Working with customer and team members to scope out projects, and then work to get project quotes approved.

Document Trends: Keep track of key account metrics such as client efficiency, CSAT, and customer issues to help improve the experience over time.

Collaboration with Team: Review concerns and feedback with the service team, discuss opportunities for product offerings, coordinate solutions with senior technicians, and identify internal process improvements and new product offerings

Project Management

• Build out projects from quotes in our project management software
• Schedule and run project meetings both internally and with clients
• Set up clear expectations, project plans and timelines
• Coordinate technical resources and drive IT projects to successful completion
• Effectively communicate plans, progress, and status both internally and to customer

Desired Skills and Experience

You must have at least 5+ years of Success/Account Management experience working in the MSP or IT related field, have excellent organizational and time management skills, and be a top-notch people person. We expect you to have specialized knowledge of how to manage projects, people and deadlines. You should be a listener who is customer-oriented and attentive to their needs. You should know how to work efficiently and be able to demonstrate a logical approach to solving problems. You must be disciplined, motivated, punctual, self-direct your time wisely, and be very detail oriented. The ideal candidate will have experience juggling multiple clients. You must also be able to type at least 40 words per minute.

Prior experience with our company software tools is preferred but not required:

Software Tools

ConnectWise

SalesBuildr

Pipedrive

MSP-Bots

Dialpad

Microsoft Teams

Microsoft Office

Our Company

24hourtek, Inc is a full-service MSP based in San Francisco that provides high end IT support and service for businesses in San Francisco, San Jose, Denver, and more. We are a cohesive team that likes working with technology and with each other. We work in a casual environment and avoid drama, but above all we make sure we take care of our clients. We are focused on a healthy work life balance, so nobody here is allowed to work crazy hours.

Mission: To build meaningful relationships with employees, clients, and vendors so that we can increase efficiency, productivity and use modern technology to future proof businesses.

Vision: Implement flawless technology. Resolve problems faster. Build lifelong connections.

Values: Respect Responsive Enthusiasm Accountability Growth Mindset Efficiency

Please also include a video with you speaking if you can please.

Additional Details:

Job Type: Full-time Work (Hybrid, regulary onsite visits with customers)

Schedule: 8 hour shift during business hours in the U.S., Day shift Pacific Time (PST) Monday to Friday

Salary Range: Compensation range of $55,000–$75,000 per year, depending on experience and MSP background. Bonus opportunities may be available based on performance and customer success metrics.