Strategic Account Executive

Description

The Strategic Account Executive is responsible for managing and growing relationships with existing TST clients while protecting and expanding recurring revenue. This role acts as a strategic advisor to clients, ensuring service alignment, long‑term satisfaction, and proactive identification of technology improvements, risks, and growth opportunities.

The Strategic Account Executive is both client‑facing and internally collaborative, working closely with service, project, and leadership teams to deliver a seamless client experience and drive retention, renewals, and expansion.

• Serve as the primary point of contact for assigned client accounts
• Build and maintain strong, trust‑based relationships with key decision‑makers
• Conduct regular client check‑ins to assess satisfaction and identify concerns
• Ensure clients understand services, SLAs, and support processes

• Monitor client service tickets and trends to identify recurring issues or risks
• Coordinate with service teams to resolve escalations efficiently and professionally
• Follow up with clients after major incidents to confirm resolution and confidence
• Track and improve customer satisfaction metrics

• Prepare and deliver Quarterly or Technical Business Reviews
• Review IT health, ticket trends, cybersecurity posture, and roadmap initiatives
• Identify technology gaps and recommend upgrades, projects, and improvements
• Align IT strategy with each client’s business goals and growth plans

• Manage contract renewal timelines and ensure early, accurate renewals
• Review licensing, service usage, and scope changes
• Prevent churn by addressing dissatisfaction proactively
• Protect pricing, margin, and Monthly Recurring Revenue

• Identify opportunities for additional recurring and project‑based revenue
• Recommend services such as security enhancements, cloud solutions, backup, and voice
• Collaborate with technical teams to build scopes and proposals
• Present solutions in a consultative, value‑driven manner

• Work closely with service managers, engineers, and project teams
• Communicate upcoming projects, risks, and major changes internally
• Participate in internal account reviews and planning meetings
• Advocate for client needs while aligning with operational realities

• Maintain accurate CRM records including notes, renewals, and opportunities
• Track account activity, Q  outputs, and roadmap items
• Maintain accurate forecasts for renewals, upsells, and expansion opportunities

• 3 or more years of experience in account management, customer success, or sales
• Strong relationship‑building and communication skills
• Ability to manage multiple accounts and priorities effectively
• Basic understanding of IT services, managed support, and cybersecurity concepts
• Strong organizational and documentation skills

• Experience working in a Managed Service Provider environment
• Experience conducting Quarterly Business Reviews or strategic client meetings
• Familiarity with CRM systems and sales enablement tools
• Comfort identifying and presenting upsell or expansion opportunities

• Paid Time Off program in accordance with company policy
• Company‑observed paid holidays
• Health insurance options available to eligible employees
• Crew Hu employee recognition and rewards program
• $50 monthly cell phone stipend
• Company‑provided equipment and tools
• Ongoing training and professional development opportunities