Job Summary

The Account Manager at The ITeam is responsible for building, nurturing, and expanding relationships with existing clients by ensuring exceptional service delivery and long-term value. This role serves as a trusted advisor, proactively engaging with clients to understand their evolving business and technology needs and aligning those needs with The ITeam’s solutions and services.

The Account Manager works cross-functionally with technical and project teams to ensure seamless execution, consistent communication, and high-quality outcomes. Success in this role is measured by client retention, satisfaction, and revenue growth across assigned accounts.

Duties & Responsibilities

Client Relationship Management:

Serve as the primary point of contact for assigned clients, building trusted, long-term partnerships.
Conduct regular client check-ins and strategic business reviews to understand evolving business and technology needs.
Actively advocate for clients internally, ensuring they feel heard, valued, and supported throughout their partnership with The ITeam.
CRM & Documentation Management: Maintain accurate, up-to-date records of client interactions, opportunities, and project statuses within the CRM system.

Service Expansion & Revenue Growth:

Identify and pursue opportunities to expand The ITeam’s services within existing accounts through consultative, value-based selling.
Partner with technical and delivery teams to develop and present tailored solutions aligned with client goals.
Track, manage, and report on upsell and cross-sell activity against defined revenue targets.

Project & Engagement Oversight:

Coordinate closely with internal teams to ensure successful delivery of managed services and project engagements.
Monitor project scope, timelines, budgets, and outcomes to ensure client expectations are met or exceeded.
Serve as a liaison between clients and delivery teams to resolve issues, manage expectations, and maintain alignment.

Client Satisfaction & Retention:

Monitor client satisfaction through surveys, feedback, and business reviews.
Proactively identify and mitigate risks that could impact client satisfaction or retention.
Maintain high client retention by delivering consistent value, responsiveness, and strategic guidance.

Reporting & Strategic Insights:

Provide clients with regular performance reports and insights that demonstrate ROI and service value.
Leverage data to identify trends, risks, and opportunities for deeper engagement.
Share client insights internally to support continuous improvement of services, processes, and strategy.

Qualifications & Skills

Proven experience in account management, client success, or relationship-driven sales. Preferably within an MSP, technology, or professional services environment.
Strong ability to build trusted, long-term client relationships and serve as a primary advisor and point of accountability.
Demonstrated success driving client retention, renewals, and account growth through proactive, value-based engagement.
Excellent communication and stakeholder management skills, including the ability to engage executive-level decision-makers.
Highly organized and collaborative, with a track record of managing multiple client relationships while working effectively across internal teams.
Comfortable presenting to clients in person or online, effectively communicating insights, recommendations, and value.
Understanding of managed IT services, cybersecurity, or cloud solutions, with the ability to translate technical concepts into business value is preferred.
Proficient with Microsoft applications such as Word, PowerPoint, and Excel.
Valid drivers license, ability to drive to client locations in Calgary and surrounding area.

Why The ITeam

A starting base salary of $65,000 - $70,000 + variable compensation. Regular commitments to reviews and performance reward
A collaborative leadership team dedicated to mentoring, development, and career advancement
Health and dental benefits upon completion of 3-month probation period
A platform to voice your ideas and your concerns
Vacation and flex days
Bonus program

We thank every candidate in advance, however, only those selected for an interview will be contacted.

TheITeam

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