Strategic Account Manager – IT, MSP

This is a fully remote position, open to applicants in Ohio, +1 more state.

📋 Description

• Retain and enhance VTG’s most critical accounts.

• Manage a select portfolio of the company’s largest clients while seeking growth within existing accounts.

• Increase wallet share and transform spending into ongoing services.

• Identify new opportunities within service lines that clients have not previously utilized.

• Act as the primary executive contact for each account.

• Create relationship transfer maps and facilitate executive introductions within the first 30 days.

• Establish a CRM baseline during the initial 30 days.

• Prepare account plans and whitespace assessments, initiate mutual success plans, and develop expansion opportunities within days 31–60.

• Lead executive quarterly business reviews (QBRs), create an expansion pipeline to coverage, and outline the renewal calendar for the upcoming 12 months during days 61–90.

• Formulate account growth strategies, including stakeholder mapping, whitespace and wallet-share analysis, and quarterly execution priorities.

• Align VTG’s complete portfolio with the evolving needs of accounts.

• Transition accounts towards higher-margin, higher-retention managed services engagements.

• Oversee the renewal process from start to finish, identifying risks early and safeguarding against unexpected churn.

• Cultivate multi-threaded C-suite relationships and conduct executive QBRs focused on outcomes and financial metrics.

• Coordinate with Service Delivery, Operations, Product, Finance, and Support to protect and enhance client relationships.

• Keep precise account plans, forecasts, and renewal and expansion pipelines.

⛳️ Requirements

• 5+ years of experience in strategic account management, key account roles, or customer growth positions within IT services, MSP, telecom, SaaS, or related fields.

• Proven success in increasing wallet share and executing cross-selling/upselling strategies within existing accounts.

• Capability to develop and implement account strategies directly aligned with growth objectives, including whitespace mapping, stakeholder mapping, and execution timelines.

• Strong executive presence with the ability to build C-suite relationships and lead executive QBRs.

• Experience in coordinating cross-functional resources across delivery, operations, finance, and product teams.

• Proficiency in CRM practices, account planning, and forecasting methodologies.

• Ability to articulate technical and delivery outcomes as business value to non-technical executive audiences.

• Familiarity with growing recurring revenue relationships and leveraging service delivery KPIs such as SLA, CSAT, and ticket health for growth (preferred).

• Knowledge of managed services, networks, security, structured cabling, endpoint lifecycle, and field services offerings (preferred).

• Experience in K–12 education, including familiarity with E-Rate, is a plus but not mandatory.

• Residing in the Maryland or Ohio areas is preferred.

• Sales experience in IT services, MSP, telecom, SaaS, or related fields.

🏝️ Benefits

• Medical insurance plans.

• Dental insurance.

• Vision insurance.

• Health savings accounts (HSA).

• Flexible spending accounts (FSA).

• Life insurance.

• Short and long-term disability insurance.

• Paid time off and holidays.

• 401(k) with employer match.

• Professional development opportunities.

• Chance to learn, grow, and enhance skill set.

• Dynamic work environment.

• Opportunity to work with cutting-edge technology.