Technical Account Manager
Department: Sales
Reports To: Infinity Network Solutions Sales Manager
Location: Owen Sound | In-office with regular client site visits
Compensation: $65,000 to $95,000CAD
Who We Are
Infinity Network Solutions is committed to providing worry-free IT experiences for our clients and giving back to our community. We're building a team of passionate professionals who genuinely care about the businesses they serve and thrive on solving complex challenges with innovative solutions. Infinity Network Solutions holds closely to our Core Values of Caring, Respect, Tenacity, and Good Vibes. If you share these values and INS' Core Focus of "Making Technology an Asset through Managed Services”; we would like to speak with you about this opportunity.
The Opportunity
We're seeking a Technical Account Manager who will serve as the trusted advisor and primary relationship owner for a portfolio of key client accounts. This is not just a sales role; it's a strategic partnership position where you'll blend technical knowledge, business acumen, and exceptional relationship building skills to drive client success and retention.
This role is perfect for someone who:
· Cares deeply about building lasting business relationships; aiming for meaningful connections that go beyond simple transactions.
· Respects client needs by providing genuine, consultative advice and always striving to deliver exceptional service.
· Approaches each challenge with tenacity; actively identifying opportunities to solve real business problems through ongoing client communication and innovative technology solutions.
· Owns client satisfaction and drives business growth; fostering a positive and inclusive atmosphere that brings good vibes to every interaction.
What You Will Do
The primary purpose of the Account Manager is to develop, maintain, and expand strategic relationships with existing clients while ensuring maximum client satisfaction, retention, and growth. The Account Manager serves as the primary business contact and trusted advisor for assigned accounts, helping clients align business goals with technology solutions and services.
The Account Manager is responsible for understanding each client’s business objectives, identifying opportunities for improvement, coordinating internal resources, and ensuring clients receive exceptional service throughout their relationship with the organization. Success in this role is demonstrated through long-term client retention, revenue growth within existing accounts, strong client advocacy, proactive communication, and the consistent delivery of positive client experiences. This role combines relationship management, business development, strategic planning, and technical consultation within a Managed Services Provider (MSP) environment.
- Serve as the primary relationship owner for an assigned portfolio of client accounts.
- Develop trusted advisor relationships with key client stakeholders and decision-makers.
- Maintain regular communication with clients through scheduled meetings, business reviews, and strategic planning sessions and “check-in” conversations
- Conduct Quarterly Business Reviews (QBRs) and client strategy meetings.
- Understand each client’s business objectives and align technology recommendations accordingly.
- Identify opportunities to improve client operations through technology, automation, security, and process improvements.
- Collaborate with technical teams to ensure services are delivered in accordance with contractual agreements and client expectations.
- Advocate internally on behalf of clients to ensure timely resolution of issues and high levels of client satisfaction.
- Monitor account health, client satisfaction, service utilization, and technology lifecycle requirements.
- Proactively identify and address risks that may impact client satisfaction or retention.
- Track client concerns, action items, opportunities, and strategic initiatives. Keep appropriate client and internal stakeholders informed.
- Maintain accurate client documentation, account plans, meeting notes, roadmaps, and CRM records.
- Participate in client escalations and assist in achieving successful outcomes.
Additional Services and Support:
- Support service onboarding, project implementations, and technology adoption initiatives.
- Identify upsell, cross-sell, and service expansion opportunities.
- Prepare proposals, quotations, and business cases in collaboration with sales and technical teams.
- Contribute to revenue growth through expansion of existing accounts.
- Meet or exceed client retention and account growth objectives.
- Support customer contract renewals and service agreement reviews.
Administrative and General Responsibilities:
- Foster positive working relationships with clients, partners, vendors, and internal team members.
- Provide regular account status reporting and forecasting to leadership.
- Assist with marketing initiatives, client events, and networking opportunities when required.
- Remain informed on industry trends, cybersecurity risks, emerging technologies, and MSP best practices.
- Ensure all client interactions align with organizational values, policies, and professional standards.
- Support compliance with company policies, procedures, and standards.
Account Management & Strategic Client Relationships (60%)
- Own the relationship for accounts; serving as their primary point of contact and trusted technology advisor.
- Conduct quarterly business reviews to align IT strategy with client business goals and demonstrate ongoing value.
- Proactively identify opportunities to enhance client operations through technology improvements, strategic upgrades or service optimizations.
- Advocate for your clients internally—collaborate with technical teams, project managers, and support staff to ensure exceptional service delivery.
- Achieve retention targets of 95%+ by anticipating client needs; addressing concerns proactively and delivering consistent value.
- Position yourself as an extension of their team—clients should invite you to strategic planning sessions and seek your counsel on business decisions.
Drive Business Growth & Account Development (25%)
- Identify and close expansion opportunities within your account base through consultative needs assessment.
- Develop and present client roadmaps that outline technology initiatives aligned with business objectives.
- Build compelling proposals that clearly articulate ROI and business value.
- Meet or exceed quarterly sales targets through strategic account planning and execution.
- Leverage vendor partnerships to bring innovative solutions and favorable pricing to your clients.
- Stay informed on industry trends and emerging technologies to provide forward-thinking recommendations.
Ensure Operational Excellence (15%)
- Manage escalations with urgency and empathy; coordinating with internal teams to resolve issues quickly.
- Maintain accurate documentation including account plans, client roadmaps, meeting notes, and opportunity tracking.
- Monitor account health metrics such as ticket volume, resolution times, client satisfaction scores, and service utilization.
- Facilitate smooth onboarding for new services, projects, or technology implementations.
- Provide client feedback to internal teams to drive continuous improvement in service delivery.
What Success Looks Like
Within 3 months, you will:
- Have established rapport with your assigned account portfolio.
- Understand each client's business, technology environment, and key stakeholders.
- Complete your first round of account reviews with clients.
- Identify and begin pursuing at least 5 growth opportunities.
Within 6 months, you will:
- Be viewed as a trusted advisor by your key clients.
- Achieve 95%+ client retention rate.
- Close expansion opportunities representing 3-4% of your accounts monthly.
- Proactively prevent escalations through strong relationship management.
Within 12 months, you will:
- Consistently exceed quarterly sales targets.
- Have clients proactively seeking your strategic input on business decisions.
- Mentor newer team members on account management best practices.
- Contribute to process improvements that enhance overall client experience.
What You Bring
Must-Haves:
- 3+ years of experience in account management, technical sales or client-facing roles within an MSP, IT services or technology environment.
- Proven track record of managing multiple complex client relationships simultaneously and achieving retention/growth targets.
- Technical fluency—you understand networking, cloud platforms (Microsoft 365/Azure), cybersecurity basics, and business technology well enough to have credible conversations with both technical teams and executive stakeholders.
- Business acumen—you understand how IT investments drive business outcomes and can articulate value in business terms; not just technical specs.
- Exceptional communication skills—you can translate technical concepts for non-technical audiences and advocate for client needs with internal teams.
- Strategic mindset—you're proactive, ask insightful questions, and anticipate client needs before they become problems.
- Valid G Driver's License and reliable vehicle for regular client site visits.
Nice-to-Haves:
- Experience with PSA tools (ConnectWise, Autotask, or similar).
- Technical certifications (CompTIA A+/Network+/Security+, Microsoft 365, or vendor-specific certifications).
- Background in project coordination or technical delivery.
- Experience creating & leading client-facing presentations and business cases.
- Familiarity with CRM systems and sales pipeline management.
Why Join Our Team?
Comprehensive Benefits Package:
- Health, dental, and vision coverage for you and your family.
- Quarterly commissions.
- Three weeks vacation + [additional flex days or perks].
- Company phone, laptop, and vehicle allowance.
Professional Development:
- Ongoing training and certification reimbursement.
- Access to vendor training programs and conferences.
Our Hiring Process
- Application Review (7-10 business days)
- Phone Screen (30 minutes) - Culture fit and role overview
- First Interview (60 minutes) - Meet with Sales Manager
- Second Interview (60 minutes) - Meet the team, scenario-based discussion
- Offer & Onboarding
Job Types: Full-time, Permanent
Pay: $65,000.00-$95,000.00 per year
Benefits:
- Dental care
- Extended health care
- On-site parking
- Paid time off
Work Location: In person
