Account Manager

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva,we’remore than a Managed Services Provider,we’rea community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other.

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin,we’reon the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.

As the Account Manager (AM), you own the client relationship. This is the highest leverage seat in Client Success. Clients trust you to understand their business, connect their technology to where it is going, and make sure Ntiva delivers. You are not a messenger between the client and internal teams. You are the decision bearer in the room. The role is focused on four outcomes: clients who stay because risk was caught early, revenue that grows through disciplined roadmap execution and clean agreements, an expansion pipeline you qualified yourself, and time reclaimed from reactive work and spent on strategy instead.

• Hybrid role in the Chicagoland area, approximately 80% remote and 20% client visits. Allocation may fluctuate based on business needs.
• Must be able to travel by car to client locations, with a valid driver’s license and an insured vehicle.
• Monday through Friday, approximately 8am to 5pm CST.

• Own a defined book of business, generally $2M to $2.5M in annual recurring revenue across approximately 25 to 30 clients, sized by client tier mix and role level.
• Carry the relationship at the executive level. Show up prepared and on time, with an agenda and a written follow-up summary, and hold the room.
• Run escalations behind the scenes rather than in front of the client, communicate in the language of the client’s business rather than the ticketing system, and maintain a living map of each client’s decision maker, economic buyer, champions, and blockers.

• Understand how each client makes money, and translate their business objectives into a 12 to 24 month technology roadmap.
• Lead the prescribed engagement cadence for your book of business, including Service Reviews, Strategic Cadences, Technology Business Reviews, and Annual Reviews, leading with the client’s business context rather than a report on Ntiva activity.
• Position new services as answers to a problem you have already diagnosed, and qualify expansion opportunities before engaging solution architect or professional services time.
• Identify at-risk clients early using defined risk signals, and produce a written save plan before a contract conversation becomes necessary.

• Read and reconcile a client invoice, and explain every line without escalating internally.
• Own renewals end to end: the right mix of services, a current agreement stack, migration off legacy SKUs, and statements of work precise enough that Onboarding can execute without chasing.
• Apply credit discipline as if the margin were your own, recognize when service recovery beats a credit, and use client profitability as an input to account strategy.
• Engage past due clients with clarity and speed, and own your part of accounts receivable tickets end to end with current notes.

• Know the services matrix and which team owns which work, including when to engage the solution architect, vCIO, IT Advisor, and Service Delivery, and when not to.
• Qualify work before engaging peer teams, hand off cleanly with confirmation of receipt and an explicit next step, respect peer team process rather than routing around it, and hold peer teams accountable respectfully through a defined path to a defined person.
• Bring client feedback back to Ntiva teams with the diagnostic work done and a solution proposed. Advocacy is not echo. Set client…