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.
