At Onit, we believe there’s A Better Way To Do IT. We help businesses simplify technology with smarter strategies, stronger cybersecurity, and scalable solutions that actually work. We’re not just an IT services provider, we’re a partner businesses can rely on.
We’re adding an Account Manager to our team to own the long-term health, relationship, and success of a portfolio of Onit clients. This role is about understanding what each client is trying to achieve, making sure Onit is delivering against it, and helping clients get full value from the services they rely on every day.
This isn’t a hands-on technical role. You won’t be expected to configure systems or solve tickets yourself. Instead, you’ll work closely with Onit’s technical teams to translate client goals into clear priorities, keep communication moving, and make sure every client feels supported, understood, and confident in their IT direction.
Why This Role Is Different
Client Relationships First: You’ll be the person clients trust to understand their business, advocate for their needs, and guide the relationship forward.
No Technical Background Required: You don’t need to come from the technical stream, but a strong passion for technology, and an eagerness to learn about the latest and greatest tech and how it would benefit your client base is required. Strong client instincts, curiosity, and communication matter most.
Strategy with Support: You’ll lead business conversations, Technology Business Reviews, renewals, and roadmap discussions with the technical bench supporting the deeper analysis.
Business Outcomes, Not Buzzwords: You’ll help clients understand what their technology means for their business, their risk, their budget, and their future planning.
Growth Into the MSP World: This is a great fit for someone from account management, customer success, junior sales, business, commerce, or another client-facing background who wants to build a career in managed IT services.
What You’ll Do
Client Relationship Management
Build and maintain trusted relationships with client stakeholders, from day-to-day contacts to executive sponsors.
Be the person clients call when they need help, have questions, or want guidance on where things are going.
Conduct regular client visits, check-ins, and business conversations on a tier-appropriate cadence.
Manage expectations, handle difficult conversations professionally, and keep client communication clear and timely.
Maintain awareness of client satisfaction, upcoming needs, open concerns, renewals, and relationship risks.
Technology Business Reviews & Client Roadmaps
Plan and deliver Technology Business Reviews that are useful, structured, and grounded in real reporting.
Use Onit’s dashboards, BI tools, and internal input to help clients understand performance, risk, utilization, and opportunities.
Work with the technical bench to turn technical observations into business-friendly recommendations.
Build and maintain multi-year client roadmaps, refreshed each review cycle and aligned with Onit’s Managed Services direction.
Help clients understand what needs attention now, what should be planned for later, and how each recommendation supports their business.
Renewals, Lifecycle & Client Planning
Track lifecycle and refresh windows for hardware, software, licensing, and services across your portfolio.
Surface renewals early and guide them through to client decision.
Partner with procurement on quotes, ordering, timelines, and client communication.
Bring in technical specialists when renewals involve deeper stack, security, or infrastructure decisions.
Help clients make informed decisions around budgets, service continuity, and future planning.
Sales & Proposal Support
Support the sales motion for new and existing clients alongside the sales team.
Lead commercial framing, proposal writing, and the business outcomes narrative.
Work with Onit’s technical team when deeper solution design is required.
Help ensure proposals are clear, accurate, professional, and aligned with the client’s needs.
Support account growth opportunities and hand off approved work cleanly to the project team for execution.
Client Advocacy & Internal Coordination
Maintain situational awareness across Projects, Service Desk, SOC, Network, Voice, Imaging, Procurement, and Administration for your assigned clients.
Advocate internally when client experience, communication, or service delivery is at risk.
Pull in the right technical resources when a client question goes beyond account-level discussion.
Own the relationship-side client documentation, including stakeholders, agreements, business context, key dates, and renewal information.
Help clients get full value from Onit’s services through enablement on dashboards, reports, processes, and platform basics.
Learning & Continuous Improvement
Build your technical literacy over time through structured exposure to Onit’s technology stack, internal training, and client conversations.
Stay current with SMB technology trends, business technology needs, and Onit’s evolving services.
Bring a forward-looking perspective into client reviews, roadmap conversations, and renewal planning.
Share feedback with leadership on recurring client needs, process improvements, and opportunities to strengthen the client experience.
Who You Are
A strong communicator who is comfortable working with clients, internal teams, and executive stakeholders.
Confident running meetings, managing expectations, and navigating difficult conversations.
Organized and able to manage multiple client relationships, calendars, renewals, and deliverables at the same time.
Curious about technology and willing to build technical literacy on the job.
Comfortable translating between business goals and technical delivery, with support from the technical team.
Relationship-driven, proactive, professional, and accountable.
A natural advocate who wants clients to feel informed, supported, and confident.
Eligible to work in Canada and able to pass a standard background check.
Valid Ontario driver’s license and willingness for travel to client sites.
Years of experience are open. We welcome recent graduates, career changers from adjacent client-facing roles, and experienced account managers from other industries.
Nice to Have
Prior experience in account management, customer success, junior sales, or client service.
Experience in an MSP, SaaS company, telecom, professional services firm, or another client-facing business environment.
Familiarity with the SMB IT services landscape.
Experience working alongside technical teams or translating between technical and business audiences.
Experience supporting client-facing business reviews using data, dashboards, KPIs, or reporting tools.
Post-secondary education in business, commerce, communications, liberal arts, technology, or a related field, or equivalent practical experience.
What Success Looks Like
Strong client retention and net revenue retention across your assigned portfolio.
Technology Business Reviews delivered consistently and with clear value.
Positive client satisfaction scores and qualitative client feedback.
Strong service utilization across contracted offerings.
Complete and accurate relationship-side documentation for assigned clients.
Renewals identified early, managed smoothly, and closed on time.
Clients who feel heard, supported, and confident in Onit’s guidance.
Why Join Us
Make an Impact: Your work directly shapes the client experience and helps businesses get more value from their technology.
Relationship-Focused Role: Build trust with clients and become a key part of their ongoing success.
Learn the MSP World: Grow your technical literacy with support from experienced technical teams around you.
Collaborative Team: Work closely with sales, procurement, projects, service delivery, security, and leadership to deliver great client outcomes.
Growth Potential: Build a career path in account management, customer success, client strategy, sales, or service leadership.
Competitive Package: Salary, performance incentives, full benefits, and professional development support.
How to Apply
If you’re ready to build strong client relationships, guide business conversations, and grow your career in managed IT services, we’d love to hear from you.
Apply on Indeed with your resume and cover letter, include a description of a time you helped a client, customer, or internal stakeholder feel understood, supported, and confident in the next step.
Pay: $45,000.00-$60,000.00 per year
Benefits:
- Company pension
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Mileage reimbursement
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program
Work Location: In person
