Job Description

Job Summary

We are looking for a service-oriented Managed IT Services

Client Account Manager

. Reporting to the Chief Client Officer, you will manage a portfolio of clients and lead a team of 4-8 IT Support Technicians. This hybrid role involves working from our mid-town Toronto office, client sites and remotely. The ideal candidate will have a dedication to delivering an exceptional client experience, work well in a matrix environment and passion for coaching a team to exceed targets and client expectations.

What You Will Be Doing

Technology Management

Work strategically with clients and internal subject matter experts to build out client scorecards and roadmaps to meet client business objectives

Collaborate with the Client Support Manager to ensure clients receive timely and accurate product updates, quotes and order fulfillment

Lead client-facing project communications and strategic oversight with operational support from the Client Support Manager

Client Management

Ensure best practices and proactive planning for client environments

Follow up with clients, provide feedback and resolve issues

Deliver and conduct regular strategic scorecard reviews and develop client roadmaps to meet business objectives

Sell, cross-sell and upsell solutions to clients

Develop and maintain client relationships through calls, meetings and events

Prepare quotations, proposals and presentations

Develop and maintain client relationships through calls, meetings and events

Work collaboratively with the Client Support Manager to ensure seamless procurement, renewals and vendor coordination for client needs

Work with the Finance team to stay on top of client accounts

Team Management

Build strong team morale, maintaining a commitment to quality, integrity and accountability

Lead hiring, training, mentoring and disciplinary processes

Oversee service tickets, client IT documentation and daily time records

Monitor team resource availability, absences and certifications

Recommend and implement procedure improvements

Work collaboratively with other Directors and Client Support Manager to discuss best practices and balance workloads

Occasional (infrequent) short-span national/international travel as required

Occasional after-hours and on-call work as required

Who You Are

Proactive and service-oriented professional with a passion for technology and client satisfaction

Skilled and tech savvy communicator with a strong business acumen

Supportive team player with a strong team-first mentality

Organized, efficient and goal focused, while maintaining a high level of integrity

A self-starter with a keen sense of ownership and accountability

Committed to ongoing professional development

Willing leader who inspires and mentors your team

What You Need

3+ years working as an IT Services Account Manager or comparable role in the IT Services space

Ability to explain IT solutions in nonexpert terms and corelate its value to a client's business objectives

Experience with IT concepts, tools and solutions (Cloud, Network, Cybersecurity, BCDR, Microsoft M365 & Azure, WatchGuard, Lenovo, ConnectWise, IT Glue, Scale Pad, etc.)

Experience preparing presentations, proposals and quotes

Experience managing projects with multiple resources both internal and external

Strong end-user computer skills and basic accounting knowledge

Working knowledge of CRM tools and ticketing systems such as ConnectWise an asset

Excellent proficiency in English - both spoken and written

Degree or Diploma in Information Technology, Computer Science, Business Management or equivalent professional experience

Valid "class G" Ontario Driver's Licence and full access to a reliable vehicle

All Starport candidates/employees must pass a security background check (to be completed annually)

Who We Are

Founded in 2006, with headquarters in Toronto, Starport is a leading Managed IT Service Provider (MSP) in Canada. Our growing team of more than 50 professionals provides end user support, network/server administration, cloud hosting and cyber security services to more than 125 small and medium-sized businesses in major Canadian cities and across North America.

Our management team has actively developed a strong reputation with a wide range of industries, expanding services to include a security operations center, data center facilities, a new Calgary team in the emerging Alberta market and a service desk team based out of Prince Edward Island. Each team member contributes to Starport's success with a rich range of experience from diverse professional and technical backgrounds. As part of the Lyra Technology Group (http://www.lyratechgroup.com/), we are uniquely positioned to extend cross-selling opportunities to the North America and global business communities.

We take pride in our work and share a passion for technology. Please visit www.starport.ca for further information.

CAM500 - Client Account Manager

Job Type

: Full-time, Permanent

Job Location:

65 Overlea Boulevard, Toronto, Ontario

Recommended Experience:

5+ years of professional technical consulting and leadership

Compensation:

base salary starting from $80,000 + health benefits plan

Please forward inquiries and resumes to careers@starport.ca.

Job Types: Full-time, Permanent

Pay: From $80,000.00 per year

Benefits:

Company events Dental care Extended health care Life insurance On-site parking Vision care
Work Location: Hybrid remote in Toronto, ON M4H 1P1