Account Manager

Full-time

Description

Five Nines is looking for a motivated and client-focused Account Manager to join our growing team. As an Account Manager, you will serve as the primary relationship owner for an assigned portfolio of clients — acting as their trusted advisor, strategic partner, and day-to-day point of contact. You will be responsible for driving client satisfaction, retention, and growth by connecting technology strategy to real business outcomes. 

This is a relationship-first role built for someone who thrives in a fast-paced managed services environment, genuinely enjoys working with people, and understands how technology can transform a business. 

About us:

• We were born in Nebraska, raised in Nebraska, and enjoy serving the Midwest with offices in Lincoln, Omaha, Kearney, & Central City and St. Louis, MO.
• We are growing insanely fast, fast enough to make the Inc 5000 list 9 years running.
• We are all about our company culture so much so, that it’s our #1 priority.
• We believe life is an adventure to be lived. With more than 200 Niners, there are enough resources to go around. You can log off and know that someone else has your back so you can get out and enjoy life.
• We love giving back to the community. In fact, we set aside dollars each month for employees to donate to causes they are passionate about.

WHAT YOU’LL DO!  

Client Strategy and Relationship Management – 60%

• Build and maintain trusted advisor relationships with client stakeholders, executives, and decision-makers 
• Develop a deep understanding of each client's business goals and align technology strategy accordingly 
• Lead and deliver Quarterly Business Reviews (QBRs) that demonstrate value and drive forward-looking planning 
• Own IT budget strategy conversations and provide guidance on stack compliance and service efficiency 
• Negotiate contract renewals and identify opportunities to expand services within existing accounts 
• Forecast and track key account metrics including quarterly sales results and annual revenue projections 
• Serve as the primary point of communication for all client account matters 
• Set and maintain appropriate client expectations, ensuring the timely and successful delivery of solutions 
• Clearly communicate the progress of monthly and quarterly initiatives to clients and internal teams 
• Escalate client retention risks to your direct supervisor promptly to protect the relationship 

Client Support – 30%

• Respond to client concerns by coordinating across internal departments to drive timely and satisfactory resolution 
• Bring in subject matter experts when technical depth is required 
• Provide consistent, proactive communication to key stakeholders throughout incident response and follow-up 
• Address account-related questions with clarity and professionalism 
• Maintain documentation of resolution processes for future reference and internal knowledge sharing 
• Leverage our internal CRM platform to ensure consistency and accountability in every client interaction 

Internal Processes, Documentation, Audits and Standards – 10%

• Maintain accurate records of client relationship through designated tools. 
• Lead internal teams as requested 
• Create internal processes, define standards, communicate and implement best practices 
• Serve as an SME, fulfill requests for presentations and facilitate training as requested 
• Attend required internal meetings and trainings 

Requirements

HOW WE MEASURE SUCCESS  

• Total Client Revenue - Growing and maintaining revenue across your portfolio
• Client Retention – Keeping clients engaged, satisfied, and renewed
• Client Satisfaction – Consistently delivering high-quality experience 
• Client Margin- Supporting profitable, efficient service delivery

SKILLS & ATTRIBUTES  

• Strong verbal and written communication skills — you know how to tailor your message to your audience 
• Naturally curious about technology and how it can solve real business problems 
• Highly organized with the ability to manage multiple clients and priorities simultaneously 
• A proactive problem-solver who takes ownership and follows through 
• Collaborative team player who can work across departments to get things done 
• Embodies the Five Nines Fundamentals in every interaction — with clients and teammates alike 

WHAT WE are LOOKING FOR:

• 2–3 years of account management or client success experience within a Managed Service Provider (MSP) or IT services organization 
• Hands-on familiarity with the MSP service model, including managed services agreements, SLAs, and technology stack conversations with clients 
• 2+ years of face-to-face or direct customer service experience 
• Demonstrated experience managing and growing business relationships in a technology-focused environment 
• An active approach to solving problems and receiving feedback
• Comfortable leading presentations and conversations with business owners and executive-level stakeholders 
• Experience using a CRM and/or PSA platform (ConnectWise, Autotask, HubSpot, or similar) 

What we bring to the table:

• Competitive base salary and commissions
• Full health care benefits options including health, dental, vision, and disability
• 401K plan with company match
• Unlimited PTO
• Flexible work environment with remote or hybrid options