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CLIENT / Account MANAGER (CITM)
Supra ITS
- Brampton, Ontario, Canada
- Brampton, Ontario, Canada
À propos
Founded in 1999, Supra ITS has evolved into a globally trusted IT partner delivering world-class Managed IT, Cybersecurity, Application Services, Digital Transformation, and BPO solutions. With headquarters in Mississauga, Supra ITS operates with more than 700 employees globally, supported by advanced Network Operations Centers (NOCs) in Canada and India providing 24/7 monitoring and operational excellence.
Supra ITS offers a complete portfolio of IT services from hybrid infrastructure management and private cloud hosting to disaster recovery, Application Development to BPO, service desk operations, and advanced cybersecurity. With a security-first mindset and SLA-driven accountability, Supra ITS ensures business-critical uptime for clients across North America.
A STRATEGIC PARTNERSHIP WITH CANON
Supra ITS is strengthened by its strategic partnership with Canon Canada, a global technology leader. Canon's equity investment in Supra ITS reflects a shared commitment to operational excellence and technological innovation.
Operating from Canon Canada's headquarters, Supra ITS leverages close daily collaboration, knowledge exchange, and co-innovation. Together, Canon and Supra deliver secure, scalable, high-performance IT solutions that drive digital transformation and optimize operational outcomes for customers across North America.
About The Role
The Client Accountant Manager (CITM) is the single accountable owner for the overall relationship, service experience, and long-term success of a defined portfolio of Supra ITS customers.
This is a senior, customer-facing leadership role focused on deeply understanding each client's business, identifying challenges, coordinating solutions, and ensuring consistent service delivery. Growth and expansion of the account are expected outcomes of trust, effective governance, and value delivery, not transactional selling.
The CITM Acts As
The Client's Advocate within Supra ITS
The Client's Single Point of Contact (SPOC)
A Trusted Technology and Business Advisor
The Owner of Governance, Accountability, and Continuous Improvement
The Coordinator of Value Expansion Across Supra's Service Portfolio
YOU ARE
A highly capable, client-facing professional who thrives at the intersection of technology, business, and service delivery and takes full ownership of customer outcomes and long-term relationships.
You Are
A trusted partner and advisor deeply invested in understanding your clients' businesses, challenges, and priorities, and guiding them toward practical, value-driven solutions.
Structured and disciplined: Comfortable running governance, QBRs, reporting, and contract oversight with clarity, consistency, and accountability.
Outcome-focused: Driven by solving client problems, improving environments, and delivering measurable business value over time.
Confident and composed: Able to manage difficult conversations, escalations, and expectations with professionalism and calm authority.
Collaborative by nature: Skilled at leveraging Supra ITS SMEs across Managed IT, Cybersecurity, Application Development, and BPO to deliver the right outcomes for clients.
Commercially aware: Attentive to scope, contracts, and change control, and capable of translating evolving client needs into well-defined SOWs with support from solutioning experts.
Proactive and curious: Always looking ahead to identify risks, improvements, and opportunities where Supra can add more value.
You don't just manage accounts, you own relationships, build trust, and grow partnerships by consistently doing what's right for the client.
Key Responsibilities
Client Ownership & Relationship Management
Own the end-to-end relationship for assigned client accounts.
Build strong, trusted relationships with client executives, IT leaders, and business stakeholders.
Act as the client's advocate inside Supra ITS, ensuring client priorities, risks, and expectations are clearly represented.
Proactively identify at-risk customers to Supra and assist in the development of the rehabilitation plan.
Maintain consistent, proactive engagement through structured and informal interactions.
Governance, Reporting & Executive Engagement
Lead monthly and quarterly business reviews (MBRs/QBRs) with clients.
Prepare and present clear, business-focused reporting covering:
Service performance and SLA adherence
Incident and problem trends (outcomes and improvements)
Change activity and risk management
Service improvement initiatives and roadmap alignment
Ensure governance conversations focus on outcomes, risks, and continuous improvement.
Track customer satisfaction trends and drive internal actions where improvement is required.
Service Delivery Oversight & Escalation Ownership
Maintain continuous visibility into service delivery for assigned clients.
Act as part of the Incident management team for high priority issues to communicate to the client proactively and clearly.
Serve as the primary escalation point for service, operational, or relationship concerns.
Ensure appropriate internal teams are engaged promptly when issues arise.
Maintain client confidence through clear communication, expectation-setting, and follow-through.
Proactively identify service risks and ensure they are addressed before impacting the client.
Hold internal teams accountable to agreed service standards and commitments.
Technology Advisory & Business Problem Solving
Develop a deep strategic understanding of each client's:
Business model and operational challenges
Technology landscape and dependencies
Risk, compliance, and governance needs
Engage Supra ITS Subject Matter Experts (SMEs) to support solution design and validation for complex or specialized requirements.
Translate business challenges into practical, outcome-driven technology and service recommendations.
Identify opportunities where Supra ITS' broader capabilities including Application Development, BPO, automation, and managed services can solve their business needs.
Within the first 90 days of onboarding a new client, deliver a State of IT Environment Review as a baseline roadmap for improvement.
At least annually, present forward-looking recommendations aligned with business priorities and risk reduction.
Account Growth Through Value & Portfolio Expansion
Account growth is expected as a natural outcome of effective partnership, trust, and problem-solving.
Proactively explore areas where clients may benefit from additional Supra ITS services beyond their current engagement.
Introduce relevant Supra capabilities when they provide clear business value.
Leverage internal SMEs across:
Application Development
BPO & process services
Cybersecurity
Cloud & infrastructure optimization
Ensure all expansion discussions are consultative, justified, and aligned with client outcomes.
Contract, SOW & Financial Governance
Maintain a working understanding of client contracts, SLAs, and service scope.
Identify changes in client requirements that may require contract updates or additional scope.
Prepare Statements of Work (SOWs) for:
Contract changes
Incremental or additional services
New initiatives arising from governance discussions
Collaborate with internal technical, delivery, and finance teams to finalize SOWs.
Receive solutioning support from SMEs for complex offerings or multi-service engagements.
Work with Finance to:
Validate billing accuracy
Assist with collections and delinquent accounts
Track changes in environment, licensing, or service scope
Support renewals and contract reviews
Skills & Attributes
Deep understanding in Hyper-V, WSFC, and RDS.
Strong understanding of enterprise storage systems and SAN/NAS technologies.
Knowledge of server networking, routing, VPN, and remote access architectures.
Ability to troubleshoot complex cross-domain infrastructure issues.
Strong analytical mindset with attention to performance, availability, and capacity planning.
Excellent communication and documentation skills.
Experience with hybrid Azure environments and modernization initiatives (preferred).
Education & Experience
10+ years of experience in a client-facing technoloy role with a strong knowledge Cybersecurity, IT service delivery, managed services
Understanding of IT infrastructure, cloud services, cybersecurity, and ITSM concepts.
Exposure to application development or BPO environments is an asset.
Experience working in an MSP, MSSP or multi-service technology organization preferred.
Excellent communication, documentation, and stakeholder management skills.
Skills: vpn management,technology,cybersecurity,hyper-v,mssp,service delivery,it,account portfolio management
Compétences linguistiques
- English
Avis aux utilisateurs
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