Account Manager

Strategic Client Advisor | MSP Account Leadership | IT Lifecycle Management

Forward Slash Technology is a St. Louis-based Cyber Security, Information Technology, and Managed Services Provider (MSP) offering comprehensive IT, voice, and data services to small and mid‑sized businesses across the Midwest area. Our clients rely on us for proactive infrastructure management, security best practices, and thoughtful technology strategy. With a reputation for responsiveness, precision, and partnership, we aim to empower our clients to grow confidently in a connected world.

We are a collaborative team of professionals who believe in high‑touch, white‑glove service, continuous learning, and operational excellence. We value integrity, ownership, and a proactive approach to solving problems – both internally and on behalf of our clients.

The Account Manager (AM) serves as a strategic client advisor, trusted relationship builder, and internal project navigator. This role is responsible for managing client accounts across the full-service lifecycle—from initial intake to solution delivery and post‑launch sustainment. A successful AM is fluent in business process, technology lifecycle planning, and sales fundamentals, and excels in both proactive communication and cross‑functional collaboration.

• Act as the primary liaison for a portfolio of assigned clients
• Develop long‑term relationships and strategic account plans to guide client success
• Conduct regular check‑ins and technology roadmap reviews
• Serve as client advocate internally, ensuring satisfaction and proactive issue resolution
• Monitor client usage patterns and address gaps in adoption or service
• Drive client retention through proactive lifecycle planning and satisfaction tracking (e.g., QBRs, NPS follow‑up)

• Lead intake and discovery efforts for client requests
• Coordinate with Engineering and Sales Engineering to ensure quotes reflect both technical accuracy and business value, reducing scope creep and ensuring delivery success
• Evaluate opportunities using a structured quote qualification model (simple vs. full project)
• Translate technical concepts into clear business language for client presentations
• Manage pricing reviews, proposal timelines, and documentation in KQM and Autotask

• Participate in pre‑implementation meetings and handoff processes
• Track client approvals and ensure readiness for launch phases
• Serve as an escalation point for project deviations in scope, cost, or timeline
• Verify solution alignment throughout delivery lifecycle
• Facilitate post‑launch follow‑up and client satisfaction surveys

• Drive upsells and cross‑sell opportunities through relationship‑building and lifecycle awareness
• Achieve quarterly client retention and account growth targets
• Support business development and marketing campaigns with client insights
• Maintain awareness of industry trends, pricing models, and competitive landscape
• Track KPIs such as quote‑to‑win ratio and client follow‑up responsiveness to improve account performance and service efficiency

• 3+ years of client‑facing experience in account management, project management, or technical sales
• Bachelor’s degree in Business, Communications, IT, or a related field — or equivalent experience
• Proven ability to manage multiple accounts and priorities concurrently
• Strong verbal and written communication skills, including executive‑level presentation ability
• Familiarity with quoting tools (e.g., KQM), CRMs and PSAs (e.g., Autotask), and documentation systems (e.g., IT Glue)
• Proficiency in Microsoft Office Suite

• Prior experience in a Managed Services Provider (MSP) or IT services organization
• Knowledge of hardware, licensing, and technology procurement practices
• Exposure to business process evaluation and strategic planning
• Understanding of network infrastructure and cyber security concepts
• Familiarity with service agreements, renewals, and client SLAs

• Strategic Thinking & Business Acumen
• Client‑Centered Communication
• Operational…