Strategic Account Manager

We are a growing Managed IT Service Provider (MSP) seeking a strategic, client-focused Strategic Account Manager to help our clients align technology investments with their business objectives, reduce operational and cybersecurity risks, and achieve measurable business outcomes.

This role serves as a trusted technology advisor and strategic partner to a portfolio of clients, building strong executive relationships while developing and managing long-term technology strategies, roadmaps, and budgets. The Strategic Account Manager works closely with client leadership and internal technical, service delivery, cybersecurity, and project teams to ensure technology environments are secure, reliable, optimized, and aligned with each client's current and future business needs.

The role combines business acumen, IT expertise, strategic relationship management, and proactive client engagement. It requires the ability to understand a client's business, translate technical findings into actionable recommendations, prioritize technology investments, and communicate the business value of proposed initiatives.

Working in partnership with Technical Alignment Engineers, Service Delivery Managers, Project Managers, and other internal teams, this role helps ensure clients receive consistent value from the MSP's services. Through structured business reviews, technology alignment initiatives, risk management, and ongoing strategic planning, the Strategic Account Manager drives client satisfaction, retention, operational improvement, and opportunities for professional services and managed service expansion based on documented client needs.

• Own and develop long-term relationships with an assigned portfolio of strategic and high-value MSP clients.
• Serve as the primary strategic point of contact for client leadership, including CEOs, CFOs, CIOs, CTOs, and other key decision-makers.
• Develop a thorough understanding of each client's business model, organizational structure, strategic objectives, operating challenges, budget, and future technology needs.
• Build trusted relationships through proactive communication, consistent engagement, and a strong understanding of client priorities.
• Support client onboarding and establish a structured approach to ongoing strategic engagement.
• Monitor client satisfaction, relationship health, service value, and retention risks, taking proactive steps to address concerns.
• Act as an escalation point for strategic client issues and coordinate appropriate internal resources to resolve them.
• Ensure clients understand the value of the MSP's services and how technology initiatives support their business objectives.

• Develop, maintain, and present strategic technology roadmaps and budgets aligned with each client's business goals, risk tolerance, and financial priorities.
• Lead regular Strategic Business Reviews (SBRs), Quarterly Business Reviews (QBRs), and technology strategy sessions with client stakeholders.
• Translate technology assessments, benchmarking results, and findings from Technical Alignment Engineers into clear, prioritized client recommendations.
• Help clients prioritize technology investments based on business impact, cybersecurity risk, lifecycle requirements, operational efficiency, and available budgets.

• Work closely with Technical Alignment Engineers, Project Managers, and support teams to deliver against client expectations.
• Review service performance, ticket trends, recurring incidents, project status, service-level agreement (SLA) performance, and other relevant operational metrics.
• Identify patterns and root causes that may indicate technology misalignment, recurring service issues, training needs, or opportunities for improvement.
• Use MSP management and reporting tools to maintain visibility into client environments, technology alignment, service performance, and strategic initiatives.
• Ensure strategic recommendations are communicated effectively to internal teams and translated into actionable plans with clear priorities and ownership.

• Follow established Business Alignment (BA) team processes, workflows, documentation standards, and reporting requirements.
• Maintain accurate client account plans, strategic roadmaps, budgets, meeting notes, risk registers, and action items within…