Account and Client Project Manager

• Act as one of the main points of contact for clients, understanding their requirements and ensuring clear and consistent communication throughout the project lifecycle.
• Manage client expectations and ensure satisfaction through regular updates and transparent communication.
• Conduct project post-mortems and create recommendations report to identify successful and unsuccessful project elements.

• Work closely with the technical team to discuss client requirements and translate them into actionable tasks.

• Define project scope, goals, and deliverables that support business goals in collaboration with senior management and stakeholders.
• Develop comprehensive project plans that outline the scope, timeline, and resources required for successful project implementation.
• Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.
• Estimate the resources and participants needed to achieve project goals.
• Draft and submit budget proposals and recommend subsequent budget changes, where necessary.

• Schedule tasks with the technical team, identifying timelines and ensuring that all team members are aware of their responsibilities and deadlines.

• Provide regular feedback and progress reports to clients, keeping them informed of project status and any potential issues.

• Identify potential risks and develop mitigation strategies to ensure project success.
• Proactively manage changes in project scope, identify potential crises, and devise contingency plans.
• Identify and manage project dependencies and critical paths.
• Monitor and report on project progress, risks, and issues to all necessary stakeholders.

• Ensure that all deliverables meet the highest quality standards and client expectations.

• Ensure all project documentation is complete, current, stored appropriately and readily accessible to senior management.
• Implement and manage project changes and interventions to achieve project outputs.
• Develop best practices and tools for project execution and management.

• Build and maintain strong, long-lasting client relationships.
• Serve as one of the main points of contact for clients.
• Understand client needs and ensure they are met.
• Conduct regular business reviews and strategic planning sessions with clients.
• Ensure high levels of client satisfaction and proactively address concerns and/or issues.
• Address client issues and provide timely solutions.
• Coordinate with internal teams to resolve client problems, concerns and/or complaints.

• Develop and execute account plans to drive client retention, satisfaction, and revenue growth.
• Identify upsell and cross-sell opportunities for managed services, cloud solutions, cybersecurity, and professional services.
• Collaborate with technical teams to design tailored solutions that align with client objectives.
• Track and report on account performance, growth metrics, and client health indicators.
• Identify new sales opportunities within existing accounts.

• Coordinate with service delivery teams to ensure Service Level Agreements (SLAs) are consistently met or exceeded.
• Monitor ticket trends, service quality, and project delivery for assigned accounts.
• Escalate and resolve service issues in a timely and effective manner.
• Advocate for the client internally to ensure their needs are prioritized.

• Manage contract renewals, pricing discussions, and service level agreements.
• Ensure accurate billing, scope adherence, and profitability of each account.
• Forecast revenue and contribute to budgeting and planning processes.
• Conduct procurement and scoping actions as necessary to ensure correct deliverables are accomplished.
• Collaboration and Reporting

• Work closely with sales, technical, and operations teams to ensure seamless service delivery.

• Maintain accurate records of client interactions, opportunities, and account status in CRM systems.

• Provide regular reports and insights to senior management on account performance and risks.

• Ensure Quarterly Business Reviews are completed timeously.

• Prepare and present reports on account status.

• Maintain accurate records of client interactions and transactions.

• Act as a liaison between the client and internal departments.

• Grade 12 qualification.
• Project Management certifications, Business Administration, and/or a related field would be beneficial.
• +/- 5 years experience as a Project / Account Manager, preferably in a Managed Services Provider (MSP) environment.
• +/- 5 years experience with IT infrastructure, cloud services, cybersecurity, and IT related service delivery models.
• Technical background or certifications (e.g., Microsoft, 3CX, Cisco, Yeastar) is a plus.
• Should be Microsoft Certified in Account Management / Sales related certifications.
• Must have strong interpersonal skills as well as conflict resolution and negotiation skills.
• Excellent organizational and time-management abilities.
• Proficiency in project management software and tools.
• Proven ability to manage multiple high-value clients and complex relationships.
• Ability to work effectively under pressure and manage multiple projects / accounts simultaneously.
• Self-motivation and desire for self-development/improvement.
• Must be an effective team player.
• Must have Integrity and a strong sense of confidentiality.
• Beproactive, reliable, responsible, and accurate with an attention to detail.

• Shall be required to travel to client sites / company offices.
• National travel shall be required, on occasion.
• Standard business hours with occasional after-hours support for escalations.

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