Account Manager, MSP

Role scope

What this role owns.

Own client relationships, service health, renewals, and clear follow-through across managed IT accounts.

Velocity work is grounded in local managed IT delivery: Microsoft 365, Active Directory, Entra ID, Intune, SonicWall/Fortinet/Ubiquiti, backups/DR, QBRs, ticket queues, onboarding, standards alignment, and white-glove support for Phoenix and East Valley businesses.

Responsibilities

• Manage client relationships, meeting cadence, renewals, account notes, and service follow-up.
• Coordinate QBR outcomes, project recommendations, lifecycle discussions, and standards alignment.
• Track open concerns, escalations, promises, and handoffs until owners and follow-up actions are clear.
• Partner with service, engineering, vCIO, and sales teams to protect client trust.
• Identify expansion opportunities that fit real client needs, not pressure-based selling.

Must-have qualifications

• Client relationship experience in MSP, technology services, B2B services, or account management.
• Strong follow-through, meeting notes, expectation setting, and issue ownership.
• Comfort discussing managed IT, Microsoft 365, support operations, projects, and lifecycle topics.
• Ability to protect trust during service issues or difficult conversations.

Nice-to-have experience

• Experience with QBRs, renewals, project coordination, or service health reporting.
• Familiarity with ticket queues, endpoint/security basics, backup, and network terminology.
• Experience working with Phoenix or East Valley SMB clients.

Helpful certifications

• ITIL Foundation
• Microsoft 365 Fundamentals
• Customer success or account management certification