Open Job Postings - Xceptional Networks Inc

Account Manager (MSP)

Salary Range Per YEAR ( MIN=$85,000.00 MAX=$115,000.00 )

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Join a Dynamic and Growing Team

Are you a relationship-builder who thrives on transparency and measurable results? We’re seeking a highly motivated Account Manager who understands that true customer success is found at the intersection of high-level strategy and daily execution.

In this role, you serve as a critical bridge for your clients, connecting their business needs to our technical expertise. We are looking for someone who naturally brings people together and is inspired to work in a way that supports our service team—ensuring that communication is clear,expectations are managed, and every client feels heard.

Account Manager (MSP)

Position Title: Account Manager (MSP)

Position Class: Exempt

Reports To: Director of Sales and Marketing

Reports: None

Compensation: Base + Commission | OTE: $85,000 - $115,000 (Uncapped)

Summary

The Account Manager is responsible for the health, retention, and growth of an assigned client portfolio. This is a "performance-meets-people" role: you will be measured by your ability to retain revenue and identify expansion opportunities, all while maintaining radical transparency. You act as a vital link between your clients and our Service Desk, ensuring that the service team is set up for success through your diligent communication and relationship management.

Core Responsibilities

The Bridge: Client & Service Alignment

Service Team Support: Act as a partner to our Service Desk by managing client expectations and ensuring technical requests are aligned with the client's business priorities.

Proactive Transparency: Maintain a high cadence of communication, ensuring clients are never in the dark and the internal team is never surprised.

Collaboration: Work cross-functionally to ensure that what we sell and what we deliver are perfectly in sync.

The Growth: Revenue & Retention

Revenue Retention: Own the renewal cycle for your portfolio, ensuring clients see the ongoing value of our partnership.

Upsell & Cross-sell: Identify and execute on opportunities to deepen client engagement through additional services or products that solve their IT pain points.

Strategic Planning: Conduct regular reviews to ensure the client’s technology roadmap is up-to-date and their budget is aligned with their goals.

The Accountability: KPIs & Tracking

Performance Tracking: Commit to and perform against key metrics including revenue retention, upsell targets, and client satisfaction.

Data Integrity: Maintain accurate records of client interactions, health status, and sales pipelines to provide a clear picture of portfolio health.

Success Metrics

Revenue Retention: Percentage of existing contract value renewed.

Upsell Goal Attainment: Growth in Monthly Recurring Revenue (MRR) within your existing book of business.

Communication Quality: Consistency in client touchpoints and internal hand-offs.

Skills & Experience

The Experience: 5+ years in the technology industry (preferably MSP). You understand the "why" behind managed services.

The Communicator: You are passionate about being clear and transparent. You naturally bring people together to solve problems rather than working in a silo.

The Mindset: You are inspired by supporting your team. You understand that when you manage a client well, it makes our Service Desk more effective.

The Executor: You are disciplined about tracking your own performance and hitting your KPIs.

Technical Literacy: Comfortable discussing IT landscapes; Cisco, EMC, or VMware certifications are a strong plus.

Education: Bachelor’s degree or equivalent professional experience in account management.

Why Join Us?

We are a team that values transparency over optics. If you are an ambitious individual who loves building community and wants to be the glue between great clients and a great service team, we want to talk to you.