Account Manager - Managed IT Services

Account Manager – Managed IT Services

Massive IT, LLC | Tampa, FL | Full-Time | In-Office
About Massive IT

Massive IT is a growing IT solutions and managed services provider delivering technology solutions, managed IT services, cloud solutions, cybersecurity, and professional services to businesses.

We are looking for a proactive, organized, and customer-focused Account Manager to take ownership of our existing customer relationships and help strengthen the overall customer experience.

This position is ideal for someone who enjoys building long-term business relationships, understands the importance of customer retention, and can balance customer needs with business objectives.

This is an existing-account management position—not a cold-calling or new-business prospecting role.

What You'll Do

Customer Relationship Management

• Serve as the primary business and commercial point of contact for assigned customer accounts.
• Build strong relationships with business owners, decision-makers, and key stakeholders.
• Maintain proactive communication with customers and identify their evolving business needs.
• Coordinate with internal departments to address customer concerns and ensure timely follow-through.
• Identify potential customer dissatisfaction and take proactive steps to improve retention.

Contract & Renewal Management

• Review and maintain customer agreements to ensure accuracy and compliance with company standards.
• Track contract expiration dates, renewals, and subscription changes.
• Coordinate agreement updates and renewals with Finance and Sales Administration.
• Identify outdated agreements and work with customers to bring contracts up to current standards.
• Proactively communicate upcoming renewals and service changes.

Premier Account Quarterly Business Reviews

• Schedule, prepare, and conduct Quarterly Business Reviews (QBRs) for designated Premier Accounts.
• Review service performance, customer satisfaction, technology needs, and upcoming business initiatives.
• Collaborate with technical teams to identify opportunities for improvement.
• Present recommendations and maintain accountability for meeting follow-up items.

Account Growth & Development

• Understand the products and services currently utilized by assigned customers.
• Identify opportunities for additional managed services, cloud solutions, cybersecurity, licensing, and technology improvements.
• Work with internal technical and sales resources to develop appropriate customer solutions.
• Build account growth plans for strategic customers.
• Support organic revenue growth through existing customer relationships.

Billing & Customer Account Assistance

• Assist customers with questions regarding invoices, recurring charges, licensing, and billing terms.
• Review customer agreements and services to help explain invoiced charges.
• Coordinate with Finance to investigate billing discrepancies or disputes.
• Maintain communication with customers until billing inquiries are resolved.
• Identify recurring billing concerns that may affect customer satisfaction.

Account Management & Reporting

• Maintain accurate customer records, communications, and follow-up activities in ConnectWise PSA or a comparable CRM.
• Conduct regular customer account reviews.
• Monitor account health, customer retention risks, and upcoming renewals.
• Provide weekly updates on account activity, contract compliance, QBRs, retention concerns, and growth opportunities.
• Collaborate with Finance, Sales Administration, Technical Support, and Executive Leadership.
  

What We're Looking For

Required Qualifications

• 3+ years of experience in B2B account management, customer relationship management, or a comparable client-facing role.
• Demonstrated ability to manage multiple customer accounts and competing priorities.
• Strong communication, relationship-building, and problem-solving skills.
• Experience managing customer contracts, renewals, and ongoing business relationships.
• Strong organizational skills and attention to detail.
• Experience using CRM or customer management software.
• Ability to work collaboratively across multiple departments.
• Comfortable communicating with business owners and executive-level stakeholders.

Preferred Qualifications

• Previous experience with a Managed Service Provider (MSP), IT services company, technology reseller, or SaaS provider.
• Familiarity with Microsoft 365, cloud services, cybersecurity, and managed IT solutions.
• Experience with ConnectWise PSA.
• Experience conducting customer business reviews or QBRs.
• Understanding of recurring revenue agreements and technology subscription renewals.
• Experience identifying expansion opportunities within existing customer accounts.

A technical engineering background is not required; however, candidates should be comfortable discussing technology solutions and coordinating with technical teams.

What Success Looks Like

• Strong customer relationships and high retention rates.
• Current and accurate customer agreements.
• Proactive management of customer renewals.
• Consistent completion of Premier Account QBRs.
• Identification of meaningful account expansion opportunities.
• Timely resolution of customer concerns.
• Accurate CRM records and consistent customer follow-through.
  

Compensation & Growth

• Competitive base salary based on experience and qualifications.
• Eligibility for annual performance-based incentives tied to customer retention, contract compliance, renewal management, QBR completion, and existing-account growth.
• Opportunity for professional development and career advancement within a growing technology organization.
  

Work Location

Tampa, Florida – Full-Time, In-Office

This position is based in our Tampa office and is not a remote position.