Client Strategy
Account Manager, MSP
The MSP Account Manager keeps clients informed, coordinates service health, renewals, QBR follow-up, project handoffs, and expectation-setting between Velocity teams and business stakeholders.
Role scope
What this role owns.
Own client relationships, service health, renewals, and clear follow-through across managed IT accounts.
Velocity work is grounded in local managed IT delivery: Microsoft 365, Active Directory, Entra ID, Intune, SonicWall/Fortinet/Ubiquiti, backups/DR, QBRs, ticket queues, onboarding, standards alignment, and white-glove support for Phoenix and East Valley businesses.
Responsibilities
- Manage client relationships, meeting cadence, renewals, account notes, and service follow-up.
- Coordinate QBR outcomes, project recommendations, lifecycle discussions, and standards alignment.
- Track open concerns, escalations, promises, and handoffs until owners and follow-up actions are clear.
- Partner with service, engineering, vCIO, and sales teams to protect client trust.
- Identify expansion opportunities that fit real client needs, not pressure-based selling.
Must-have qualifications
- Client relationship experience in MSP, technology services, B2B services, or account management.
- Strong follow-through, meeting notes, expectation setting, and issue ownership.
- Comfort discussing managed IT, Microsoft 365, support operations, projects, and lifecycle topics.
- Ability to protect trust during service issues or difficult conversations.
Nice-to-have experience
- Experience with QBRs, renewals, project coordination, or service health reporting.
- Familiarity with ticket queues, endpoint/security basics, backup, and network terminology.
- Experience working with Phoenix or East Valley SMB clients.
Helpful certifications
- ITIL Foundation
- Microsoft 365 Fundamentals
- Customer success or account management certification
Interview stages
How we evaluate fit.
Recruiting screen
Client relationship interview
Difficult-account scenario
Team conversation
Hiring scorecard
What good looks like.
- Client follow-through
- Relationship judgment
- Service coordination
- Commercial integrity
Screening questions
Questions you will see in the application.
- How do you repair trust after a support issue misses expectations?
- What information do you want before walking into a QBR?
- How do you decide whether an account opportunity is genuinely useful to the client?
Remote, relocation, and visa expectations
Unless a role explicitly states otherwise, positions are intended for candidates currently authorized to work in the United States. Relocation assistance and visa sponsorship are not assumed and will only be offered where the job posting specifically says so.
Application
Apply for Account Manager, MSP.
Use these fields to organize the details Velocity needs, then submit the application details or apply by email through the official company mailbox.
We do not make job offers by text message, social media DM, or personal email, and we never ask candidates to send money or purchase equipment.
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