IT MSP Account Manager
Remote•South Africa•Full-time
ZAR 35,000 - ZAR 54,000 monthly
ZAR 35,000 - ZAR 54,000 monthly
About the Job
Role Summary
The Client Success Manager serves as a trusted advisor to our clients, helping align technology services with business goals while driving client satisfaction, retention, and long-term success. This role ensures clients feel consistently supported, informed, and confident in our partnership through proactive communication, strategic and actionable Customer Business Reviews, and effective collaboration between clients and internal teams. The Client Success Manager plays a key role in maintaining high levels of client satisfaction, retention, and engagement by ensuring issues are escalated and resolved efficiently with strong follow-through.
Duties and Responsibilities:
The Client Success Manager serves as a trusted advisor to our clients, helping align technology services with business goals while driving client satisfaction, retention, and long-term success. This role ensures clients feel consistently supported, informed, and confident in our partnership through proactive communication, strategic and actionable Customer Business Reviews, and effective collaboration between clients and internal teams. The Client Success Manager plays a key role in maintaining high levels of client satisfaction, retention, and engagement by ensuring issues are escalated and resolved efficiently with strong follow-through.
Duties and Responsibilities:
- Lead regular client meetings, including Customer Business Reviews (CBRs), operational reviews, and strategic planning discussions.
- Serve as the primary relationship manager for assigned client accounts, ensuring high levels of client satisfaction and engagement.
- Act as a liaison between clients and internal teams including Helpdesk, Engineering, Security, Projects, and Leadership.
- Monitor client health, service trends, ticket activity, and engagement metrics to proactively identify risks and opportunities.
- Coordinate and manage client onboarding activities to ensure a smooth transition into managed services.
- Help clients understand service offerings, security recommendations, project roadmaps, and technology best practices.
- Drive accountability internally by following up on open issues, escalations, projects, and client concerns.
- Identify opportunities for process improvement and enhanced service delivery.
- Maintain accurate documentation of client meetings, action items, and strategic initiatives within CRM and ticketing systems.
- Support account growth by identifying additional client needs and collaborating with the sales and leadership teams.
- Stay informed on evolving technology, cybersecurity trends, and MSP best practices.
Required:
- 3+ years of experience in Client Success, Account Management, Customer Experience, or MSP account management.
- Strong communication and presentation skills with the ability to lead executive-level client conversations.
- Experience conducting Customer Business Reviews (CBRs) or customer strategy meetings.
- Ability to build trust and maintain strong long-term client relationships.
- Strong organizational and project coordination skills with the ability to manage multiple priorities simultaneously.
- Comfortable working in a fast-paced technology services environment.
- Analytical mindset with the ability to review service metrics and identify trends.
- Professional, proactive, and solutions-oriented approach.
- Experience with CRM, PSA, ticketing, and Microsoft Office platforms preferred.
- MSP or IT services industry experience strongly preferred.
Preferred:
- Familiarity with cybersecurity concepts, managed IT services, cloud technologies, and Microsoft 365 environments.
- Experience working with technical teams and translating technical concepts into business-friendly language.
- Understanding of service delivery, escalations, and client lifecycle management.