Position: Account Manager (IT/MSP)
Location: Toronto onsite
Job Type: Permanent

We are seeking an experienced IT Account Manager to join our client in the MSP apace. You would be responsible for addressing and managing day-to-day account requests, inquiries, and escalations, attend regular client calls, define agendas, document all meetings, and follow ups for clients.

Key Responsibilities:

- Be the point of contact for designated clients
- Escalate Help Desk service-related issues
- Attend weekly, monthly, and quarterly account review meetings as required per client
- Draft agendas, document meetings, and communicate client follow ups in a timely manner
- Address, compose, and execute annual agreement renewals as required
- Schedule, run and review support hours usage reports
- Follow up with clients on hours balances (Block Time and Annual Support pools); recommend right sized agreements as needed
- Work with the Account Management team to build and develop service-related proposals for existing and potential clients
- Assist with project coordination, client communication, and documentation gathering for new clients and service deployments
- Attend weekly upper management meetings and advise team of account related matters of interest
- Attend weekly Help Desk and Project Meetings with a client management viewpoint
- Maintain working knowledge of the service catalogue offered by company
- Work closely with Dispatch and Services Manager on scheduling requirements
- Log, track and manage all time using the CRM ticketing system
- Always maintain a high degree of professionalism, courteousness, and friendliness

Required Qualifications:

- Exceptional customer service skills a must
- Exceptional oral, written, e-mail and telephone communication skills
- Previous Account Management experience a must
- College Diploma or University Degree in Business or IT Management preferred
- Experience with a Managed Service Provider a must
- Experience with Kaseya Quote Manager (or alternative quoting software) an asset
- Basic understanding of infrastructure, cloud computing and managed services (for discussion purposes) and an ability to discuss technical information in user-friendly language
- An understanding of user expectations and typical IT policies and procedures
- Ability to read, comprehend, and speak to usage reports and client agreements
- Ability to handle multiple assignments, manage priorities, and meet strict deadlines
- A sense of urgency for task completion and customer satisfaction are a must
- Conflict management and negotiation skills
- Experience with Microsoft Teams a must
- High degree of professionalism, courteousness, and friendliness

Please reach out Bronwyn Massey at bronwyn.massey@quantum-qtr.com to discuss.

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