Account Manager – Managed IT Services

The role

Massive IT, LLC About Massive IT Massive IT is a growing IT solutions and managed services provider delivering technology solutions, managed IT services, cloud solutions, cybersecurity, and professional services to businesses. We are looking for a proactive, organized, and customer-focused Account Manager to take ownership of our existing customer relationships and help strengthen the overall customer experience. This position is ideal for someone who enjoys building long-term business relationships, understands the importance of customer retention, and can balance customer needs with business objectives. This is an existing-account management position—not a cold-calling or new-business prospecting role. What You'll Do Customer Relationship Management • Serve as the primary business and commercial point of contact for assigned customer accounts. • Build strong relationships with business owners, decision-makers, and key stakeholders. • Maintain proactive communication with customers and identify their evolving business needs. • Coordinate with internal departments to address customer concerns and ensure timely follow-through. • Identify potential customer dissatisfaction and take proactive steps to improve retention. Contract & Renewal Management • Review and maintain customer agreements to ensure accuracy and compliance with company standards. • Track contract expiration dates, renewals, and subscription changes. • Coordinate agreement updates and renewals with Finance and Sales Administration. • Identify outdated agreements and work with customers to bring contracts up to current standards. • Proactively communicate upcoming renewals and service changes. Premier Account Quarterly Business Reviews • Schedule, prepare, and conduct Quarterly Business Reviews (QBRs) for designated Premier Accounts. • Review service performance, customer satisfaction, technology needs, and upcoming business initiatives. • Collaborate with technical teams to identify opportunities for improvement. • Present recommendations and maintain accountability for meeting follow-up items. Account Growth & Development • Understand the products and services currently utilized by assigned customers. • Identify opportunities for additional managed services, cloud solutions, cybersecurity, licensing, and technology improvements. • Work with internal technical and sales resources to develop appropriate customer solutions. • Build account growth plans for strategic customers. • Support organic revenue growth through existing customer relationships. Billing & Customer Account Assistance • Assist customers with questions regarding invoices, recurring charges, licensing, and billing terms. • Review customer agreements and services to help explain invoiced charges. • Coordinate with Finance to investigate billing discrepancies or disputes. • Maintain communication with customers until billing inquiries are resolved. • Identify recurring billing concerns that may affect customer satisfaction. Account Management & Reporting • Maintain accurate customer records, communications, and follow-up activities in ConnectWise PSA or a comparable CRM. • Conduct regular customer account reviews. • Monitor account health, customer retention risks, and upcoming renewals. • Provide weekly updates on account activity, contract compliance, QBRs, retention concerns, and growth opportunities. • Collaborate with Finance, Sales Administration, Technical Support, and Executive Leadership. What Success Looks Like • Strong customer relationships and high retention rates. • Current and accurate customer agreements. • Proactive management of customer renewals. • Consistent completion of Premier Account QBRs. • Identification of meaningful account expansion opportunities. • Timely resolution of customer concerns. • Accurate CRM records and consistent customer follow-through. Compensation & Growth • Competitive base salary based on experience and qualifications. • Eligibility for annual performance-based incentives tied to customer retention, contract compliance, renewal management, QBR completion, and existing-account growth. • Opportunity for professional development and career advancement within a growing technology organization. Work Location Tampa, Florida – Full-Time, In-Office This position is based in our Tampa office and is not a remote position.

Qualifications

What We're Looking For Required Qualifications • 3+ years of experience in B2B account management, customer relationship management, or a comparable client-facing role. • Demonstrated ability to manage multiple customer accounts and competing priorities. • Strong communication, relationship-building, and problem-solving skills. • Experience managing customer contracts, renewals, and ongoing business relationships. • Strong organizational skills and attention to detail. • Experience using CRM or customer management software. • Ability to work collaboratively across multiple departments. • Comfortable communicating with business owners and executive-level stakeholders. Preferred Qualifications • Previous experience with a Managed Service Provider (MSP), IT services company, technology reseller, or SaaS provider. • Familiarity with Microsoft 365, cloud services, cybersecurity, and managed IT solutions. • Experience with ConnectWise PSA. • Experience conducting customer business reviews or QBRs. • Understanding of recurring revenue agreements and technology subscription renewals. • Experience identifying expansion opportunities within existing customer accounts. A technical engineering background is not required; however, candidates should be comfortable discussing technology solutions and coordinating with technical teams.