MSP Account Manager - Remote

About the role

SMS Datacenter is a growing IT MSP offering Managed Services, Colocation, Networking, Private Managed Cloud and Help Desk. It is looking for an MSP Account Manager to build strong customer relationships, retain and grow existing business and ensure the commercial success of assigned accounts. The role is fully remote, full-time and long-term, following a GMT-7 business hours schedule; candidates can be based anywhere with the equipment and reliable internet needed to work remotely. Bilingual English (C1 minimum, C2/native preferred) is required, and interviews and work are in English.

Key responsibilities

• Manage and develop existing customer accounts, building relationships with business owners, key decision-makers and internal technical teams.
• Identify and pursue opportunities to upsell and cross-sell IT services, solutions and projects.
• Own contract renewals and commercial negotiations, including pricing, proposals and service expansions.
• Translate customer needs and IT roadmaps into commercial opportunities with engineers and technical staff.
• Manage sales opportunities from identification through closing, coordinating quotes, proposals, approvals, vendors and follow-ups.
• Protect and improve account revenue and profitability, identify retention risks and guide fellow business development team members.
• Maintain accurate CRM and ticket records, account plans and opportunity pipelines.

Required profile

• 4+ years of highly successful experience in MSP or MSSP B2B account management, sales or customer relationship management.
• Demonstrated track record of retaining and growing customer portfolios year over year with healthy margins.
• Strong sales, negotiation, relationship-building and commercial skills.
• Ability to communicate effectively with business owners, executives and decision-makers.
• Organised, able to manage multiple priorities independently, proactive, accountable and results-oriented.

Required skills

• Understanding of IT solutions: security, backup, networking, cloud, infrastructure, colocation, software licensing and user support.
• Familiarity with CRM systems, sales pipelines, quotations and contract renewals.
• Native or C1 English comprehension, writing and verbal skills.

What we offer

• Base salary plus bonuses.
• After 90 days, paid time off of up to 10 vacation/personal days, 5 sick days, birthdays off and 8 US holidays per year.