Account and Project Manager for MSP; mid-level

Overview

If you LOVE helping people get and stay organized, enjoy interacting with a variety of clients, and enjoy learning about technology, we want you to join our growing team!

You will be working 100% remote for customers in the USA on California PST time zone.

We are an MSP (Managed Service Provider) currently seeking an exceptional Success Manager/Account Manager with experience working in an MSP. Looking for someone who will build amazing relationships with our clients and can successfully lead projects and meetings. We believe in a team approach and foster an environment where everyone is contributing and motivated to help one another. You must be able to easily build relationships with others and demonstrate a willingness to tackle any issue and get it done.

This is a fast-paced environment, so you should be ready to quickly come up to speed on our management software and processes.

Responsibilities include:

• Success Management
  • Build Customer Partnerships:
    Be the trusted advisor for the customer. Leverage your knowledge of our products and services and the customer’s business operations to provide tailored solutions to meet their needs.
  • Proactive Consultation
  • Schedule and manage monthly calls with clients to identify needs, review their IT Roadmap, discuss any concerns, and ensure customer satisfaction.
  • Quote building:
    Working with customer and team members to scope out projects, and then work to get project quotes approved.
  • Document Trends
  • Keep track of key account metrics such as client efficiency, CSAT, and customer issues to help improve the experience over time.
  • Collaboration with Team
  • Review concerns and feedback with the service team, discuss opportunities for product offerings, coordinate solutions with senior technicians, and identify internal process improvements and new product offerings.

• Build out projects from quotes in our project management software
• Schedule and run project meetings both internally and with clients
• Set up clear expectations, project plans and timelines
• Coordinate technical resources and drive IT projects to successful completion
• Effectively communicate plans, progress, and status both internally and to customer

• You must have at least 5+ years of Success/Account Management experience working in the MSP or IT related field
• Excellent organizational and time management skills
• Strong interpersonal skills and ability to manage projects, people and deadlines
• Customer-oriented with strong listening skills
• Logical problem solving, disciplined, motivated, punctual, and detail oriented
• Ability to juggle multiple clients
• Typing speed of at least 40 words per minute
• Prior experience with company software tools is preferred but not required

• Connect Wise
• Pipedrive
• MSP-Bots
• Dialpad
• Microsoft Teams
• Microsoft Office

24hourtek, Inc is a full-service MSP based in San Francisco that provides high end IT support and service for businesses in San Francisco, San Jose, Denver, and more. We are a cohesive team that likes working with technology and with each other. We work in a casual environment and avoid drama, but above all we make sure we take care of our clients.

We are focused on a healthy work life balance, so nobody here is allowed to work crazy hours.

Mission:
To build meaningful relationships with employees, clients, and vendors so that we can increase efficiency, productivity and use modern technology to future proof businesses.

Vision:
Implement flawless technology. Resolve problems faster. Build lifelong connections.

Values:
Respect, Responsive, Enthusiasm, Accountability, Growth Mindset, Efficiency

• Job Type: Full-time, Work Remotely
• Schedule:
  
  8 hour shift during business hours in the U.S., Day shift Pacific Time (PST) Monday to Friday
• Salary Range:
  Compensation range of $55,000–$75,000 per year, depending on experience and MSP background. Bonus opportunities may be available based on performance and customer success metrics.