Account Manager

Job Description

Job Description

Account Manager – 2JData (Managed IT Services)

***** This position is in office *****

About 2JData

2JData is a high-performance Managed Service Provider delivering enterprise-grade IT, cybersecurity, cloud, and compliance solutions to small and mid-sized businesses. We focus on measurable business value, white-glove service, and long-term strategic partnerships with our clients.

We are seeking a client-focused, results-driven Account Manager who thrives on building relationships, increasing client satisfaction, and serving as the central communication hub between our clients and service teams.

The Account Manager serves as the primary point of contact for clients , ensuring an exceptional customer experience while driving revenue growth, retention, and service adoption .

This role also functions as the front-line communication and dispatch coordinator , helping to route service requests, manage priorities, and maintain SLA alignment.

Client Relationship Management

• Own and manage relationships for a portfolio of MSP clients

• Conduct regular business reviews (QBRs / vCIO meetings)

• Ensure clients are aligned with best practice IT and cybersecurity roadmaps

• Act as the client advocate internally within 2JData

Revenue Growth & Retention

• Identify upsell and cross-sell opportunities (security, cloud, backup, compliance, hardware, licensing)

• Maintain high client retention and satisfaction scores

• Assist in contract renewals and service expansions

• Track account performance against revenue and margin targets

Phone Dispatch & Service Coordination

• Serve as the primary inbound call handler for client service requests

• Create, categorize, and prioritize service tickets in the PSA system

• Dispatch tickets to the appropriate technical resources based on:
  • SLA

  • Priority

  • Skillset

  • Client impact

• Monitor ticket queues to ensure response and resolution targets are met

• Communicate status updates to clients in a timely and professional manner

• Schedule onsite and remote service appointments

• Coordinate emergency and after-hours escalations when required

• Ensure accurate documentation of client requests and call notes

Client Experience & Communication

• Provide white-glove customer service on every interaction

• Translate technical updates into business-friendly language

• Proactively follow up on open issues and projects

• Identify service trends and recurring issues affecting client satisfaction

Strategic Planning

• Help clients budget and plan for future IT initiatives

• Align technology solutions to business outcomes

• Present proposals, quotes, and solution roadmaps

• Experience in a Managed IT Services (MSP) environment

• PSA / ticketing systems (Autotask, Kaseya, ConnectWise, or similar)

• Microsoft 365 and cloud environments

• Cybersecurity solutions (MFA, EDR, backups, compliance)

• Understanding of network and endpoint support workflows

• Strong phone presence and communication skills

• Exceptional customer service mindset

• Ability to multitask and manage competing priorities

• Highly organized and process-driven

• KPI and SLA focused

• Team collaboration mindset

• Client retention rate

• Monthly recurring revenue (MRR) growth

• CSAT score

• SLA response & resolution performance

• Ticket routing accuracy and efficiency

• Agreement renewals & expansions

• Competitive base salary + performance incentives
• Health benefit options
• Paid time off
• Career growth within a rapidly scaling MSP
• Ongoing training & certification support

• High-impact, client-facing role

• Central position in the daily service operation

• Work with a fast-growing, process-driven MSP

• Direct collaboration with leadership and Tech teams

You are a relationship builder, problem solver, and master of communication who can balance client success, service coordination, and revenue growth in a fast-paced MSP environment.