About
Make an impact with our Managed Services Practice as a Client Account Manager. The successful candidate plays a critical role in ensuring the long-term success of our Managed Services clients. This role focuses on developing strategic relationships, understanding client goals, and ensuring that the services delivered meet or exceed expectations. The Client Account Manager acts as the client's advocate within the organization and drives continuous improvement, satisfaction, and growth.
We have created an environment where you will continuously grow, always have a voice and collaborate on work that is meaningful, impactful and fulfilling. If you are ready to take your career into your own hands, you have come to the right place.
Responsibilities
Client Relationship Management
Serve as the primary point of contact for assigned clients, ensuring timely and effective communication.
Build and maintain strong, long-term relationships with client stakeholders at all levels.
Conduct regular business reviews to discuss performance, goals, and future needs.
Ensure a deep understanding of the client's business strategy, industry environment, and technology roadmap.
Client Success & Service Delivery Oversight
Monitor service delivery performance (SLAs, KPIs), ensuring clients receive high-quality managed services.
Collaborate closely with technical teams to resolve escalated issues and communicate resolutions to clients.
Proactively identify risks, service gaps, or areas for improvement and drive corrective action.
Advocate for the client internally, ensuring their needs are understood and addressed.
Strategic Planning & Growth
Develop and maintain account plans outlining goals, opportunities, and expected outcomes.
Identify opportunities for clients to gain additional value from new or enhanced services.
Partner with solution teams to propose technology enhancements aligned with client goals.
Support contract renewals, upsells, and expansion opportunities in a consultative, value-based manner.
Reporting & Insights
Provide clients with meaningful insights through performance reporting, service metrics, and technology recommendations.
Prepare and present Business Reviews (EBRs).
Track account health, satisfaction scores, and renewal risks.
Collaboration & Internal Leadership
Act as the voice of the customer within the organization to inform product, service, and process improvements.
Coordinate internal resources—including service desk, project teams, and technical specialists—to support the client effectively.
Contribute to continuous improvement initiatives related to client success, service management, and account governance.
Required
Skills and Experience
5+ years experience in Account Management, Customer Success, or Client Relationship roles.
Experience conducting Executive Business Reviews and developing account plans.
Experience in Managed Services, MSP environments, Application Managed Services, or IT/technology service delivery.
Strong understanding of IT infrastructure, cloud services, applications, cybersecurity, and service management frameworks (e.g., ITIL).
Excellent communication, presentation, and interpersonal skills.
Proven ability to manage multiple client accounts with strong organizational discipline.
Preferred
Familiarity with PSA/RMM tools (e.g., ConnectWise).
ITIL certification or equivalent experience.
Key Competencies
Client-first mindset and passion for client success
Strategic thinking and business acumen
Problem-solving with a proactive, solution-focused approach
Ability to influence without authority
Strong collaboration and facilitation capabilities
High emotional intelligence and relationship-building expertise
Success Metrics
Client satisfaction (CSAT/NPS)
Account retention and renewal rates
Reduction in escalations and service friction points
Account growth tied to business-aligned technology adoption
Quality and consistency of business reviews and account governance
Bilingual proficiency (French/English) is an asset
MY REWARDS @ MNP
With a focus on high-potential earnings, MNP is proud to offer customized rewards that support our unique culture and a balanced lifestyle to thrive at work and outside of the office. You will be rewarded with generous base pay, vacation time, 4 paid personal days, a group pension plan with 4% matching, voluntary savings products, bonus programs, flexible benefits, mental health resources, exclusive access to perks and discounts, professional development assistance, MNP University, a flexible 'Dress For Your Day' environment, firm sponsored social events and more.
This is a current opportunity with a hiring range of between $75,000 to $95,000 per year, depending on experience and skills.
We embrace diversity as a core value and celebrate our differences. We believe each team member contributes unique gifts and amplifying their potential makes our business stronger. We encourage people with disabilities to apply
Languages
- English
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