Account Manager
About us RoundTable Technology is a growing IT company offering premier managed IT services to nonprofits. Our headquarters are in Frisco, Texas, and we have offices and staff in Maine, New York City, Vermont, and the Philippines. We are a small, fast-growing Managed Services Provider that needs an Account Manager to join a team of IT professionals who service small to medium-sized businesses in the Maine, Dallas-Fort Worth, Texas, New York, NY area and occasionally Stamford, Connecticut locations. Ideal candidates would have several years of work history with an MSP. Our team consists of a mobile workforce working remotely from home, providing support to our clients, but this position may require occasional Onsite Visits for members in the region. In this position, you will work with a fantastic group of Account Managers who embrace continuous improvement and learning. We share our knowledge to grow the team and expand our expertise. We are one of the most successful MSPs in our target space and have an excellent reputation and client base. If you enjoy a culture of customer service, collaboration and learning, you will find our organization to be a thrilling opportunity and a wonderful place to call home. Role Overview We are seeking an Account Manager (AM) to join our growing team. In this dynamic role, you will take ownership of the client lifecycle, from working with our onboarding team to welcome new accounts to securing successful renewals. You will serve as a trusted advisor, collaborating closely with non-profit leadership staff (executive directors, operations managers, and IT directors) to understand their unique needs and challenges. Leveraging your exceptional customer focus and deep understanding of IT solutions, you will develop and execute tailored strategies to drive client success and maximize the value of our technology services. Your ability to establish and nurture strong relationships with key stakeholders will be imperative to your success in this role. As the primary point of contact for your assigned portfolio, you will provide proactive partnership, guidance, and best practices to ensure clients understand and maximize the value of our technology services and offerings. Leveraging your exceptional interpersonal and communication skills, you will cultivate long-term partnerships built on trust, transparency, and shared goals, ultimately contributing to RTT revenue expansion. Primary Responsibilities Strategic Planning & Advising
Collaborate with clients to develop and maintain technical and strategic roadmaps aligned with their mission and goals. Identify areas of risk or misconfiguration and escalate through internal support, consulting, and project channels. Conduct onsite technical reviews and alignment audits on a recurring schedule Provide guidance on IT best practices, security standards, cloud services, and infrastructure optimization. Act as a bridge between client leadership and technical teams to translate organizational needs into actionable projects. Help oversee hardware and software lifecycle management, vendor coordination, and IT budgeting.
Client Engagement: Proactively engage with non-profit clients to understand their organizational objectives, challenges, and requirements. Relationship Building: Cultivate and maintain strong relationships with key client stakeholders, becoming a trusted advisor on technology services and best practices. Account Management: Take ownership of client accounts, ensuring timely and successful delivery of our services. Collaborate with internal teams to address client needs effectively. Customer Retention: Implement strategies to enhance customer satisfaction, loyalty, and retention. Maintain a Customer Retention Rate of at least 97% for the assigned portfolio. Expansion Revenue: Drive revenue growth through upselling and cross-selling opportunities. Identify and capitalize on opportunities for upsell and cross-sell revenue contributing to sustained growth across all accounts. Check-in Schedules: Execute established check-in schedules with each client, typically on a monthly basis. Log all client meetings in the system of record weekly as they occur. Provide meeting notes to the client within 48 hours, clearly identifying action items, owners, and expected response times. Executive Business Reviews: Establish and maintain a minimum of one annual Executive Business Review with key stakeholders. Produce and assess an Alignment Checklist/Cyber Baseline Report illustrating client progress towards goals and a roadmap for the next steps. Collaboration and Communication: Demonstrate a learning mindset and a commitment to personal growth and development by seeking out training opportunities and actively learning. Actively participate in RoundTable Technology’s culture, including demonstrating and modeling our core values. Internal Collaboration: Collaborate with Technical Account Managers, support, escalations, and strategic consultants to align service delivery with client goals. Contribute to the development of best practices, toolkits, and internal knowledge sharing. Documentation: Help maintain client documentation and records. Qualifications Proven experience in customer success, service delivery, client-facing operations, or a related role. 1+ years of experience in IT, systems administration, or technical account management, preferably within an MSP or nonprofit context. Demonstrated ability to build client trust, translate technical concepts, and deliver strategic guidance. Understanding of the non-profit sector and its unique challenges. Excellent communication and interpersonal skills. Comfortable meeting and communicating with C-Level executives. Ability to prioritize and manage multiple tasks while maintaining attention to detail. Technical aptitude and the ability to quickly grasp new technologies. Strong problem-solving and decision-making skills. Strong leadership and mentoring skills, with the ability to guide and support junior team members. Ability to work independently and as part of a team, prioritize tasks, and manage multiple projects simultaneously and independently. Strong customer service orientation and a commitment to delivering high-quality solutions. Schedule This is a salaried position with general hours of 40-45 hours per week, 8AM to 5PM, Monday through Friday. Location This job is classified as a hybrid position with some onsite work and collaboration as well as work from home. Preferred Location:
New York Account Manager Benefits: Salary Range: $70,000- $90,000 Health/Dental Insurance Long & Short-Term Disability Life Insurance 401k with Matching (available after 1 year of employment) Reimbursement for professional development and training PTO days & Holidays Success in this role will be rewarded with a competitive salary, incentive plan, and a generous benefits package. How to Apply Please submit a thoughtful cover letter and resume to growam@roundtabletechnology.com RTT is an Equal Opportunity Employer. All employment decisions shall be made without regard to age or any other basis as protected by federal, state, or local law. RTT is committed to providing IT employment opportunities to Women and Underrepresented Minorities in the IT industry.
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About us RoundTable Technology is a growing IT company offering premier managed IT services to nonprofits. Our headquarters are in Frisco, Texas, and we have offices and staff in Maine, New York City, Vermont, and the Philippines. We are a small, fast-growing Managed Services Provider that needs an Account Manager to join a team of IT professionals who service small to medium-sized businesses in the Maine, Dallas-Fort Worth, Texas, New York, NY area and occasionally Stamford, Connecticut locations. Ideal candidates would have several years of work history with an MSP. Our team consists of a mobile workforce working remotely from home, providing support to our clients, but this position may require occasional Onsite Visits for members in the region. In this position, you will work with a fantastic group of Account Managers who embrace continuous improvement and learning. We share our knowledge to grow the team and expand our expertise. We are one of the most successful MSPs in our target space and have an excellent reputation and client base. If you enjoy a culture of customer service, collaboration and learning, you will find our organization to be a thrilling opportunity and a wonderful place to call home. Role Overview We are seeking an Account Manager (AM) to join our growing team. In this dynamic role, you will take ownership of the client lifecycle, from working with our onboarding team to welcome new accounts to securing successful renewals. You will serve as a trusted advisor, collaborating closely with non-profit leadership staff (executive directors, operations managers, and IT directors) to understand their unique needs and challenges. Leveraging your exceptional customer focus and deep understanding of IT solutions, you will develop and execute tailored strategies to drive client success and maximize the value of our technology services. Your ability to establish and nurture strong relationships with key stakeholders will be imperative to your success in this role. As the primary point of contact for your assigned portfolio, you will provide proactive partnership, guidance, and best practices to ensure clients understand and maximize the value of our technology services and offerings. Leveraging your exceptional interpersonal and communication skills, you will cultivate long-term partnerships built on trust, transparency, and shared goals, ultimately contributing to RTT revenue expansion. Primary Responsibilities Strategic Planning & Advising
Collaborate with clients to develop and maintain technical and strategic roadmaps aligned with their mission and goals. Identify areas of risk or misconfiguration and escalate through internal support, consulting, and project channels. Conduct onsite technical reviews and alignment audits on a recurring schedule Provide guidance on IT best practices, security standards, cloud services, and infrastructure optimization. Act as a bridge between client leadership and technical teams to translate organizational needs into actionable projects. Help oversee hardware and software lifecycle management, vendor coordination, and IT budgeting.
Client Engagement: Proactively engage with non-profit clients to understand their organizational objectives, challenges, and requirements. Relationship Building: Cultivate and maintain strong relationships with key client stakeholders, becoming a trusted advisor on technology services and best practices. Account Management: Take ownership of client accounts, ensuring timely and successful delivery of our services. Collaborate with internal teams to address client needs effectively. Customer Retention: Implement strategies to enhance customer satisfaction, loyalty, and retention. Maintain a Customer Retention Rate of at least 97% for the assigned portfolio. Expansion Revenue: Drive revenue growth through upselling and cross-selling opportunities. Identify and capitalize on opportunities for upsell and cross-sell revenue contributing to sustained growth across all accounts. Check-in Schedules: Execute established check-in schedules with each client, typically on a monthly basis. Log all client meetings in the system of record weekly as they occur. Provide meeting notes to the client within 48 hours, clearly identifying action items, owners, and expected response times. Executive Business Reviews: Establish and maintain a minimum of one annual Executive Business Review with key stakeholders. Produce and assess an Alignment Checklist/Cyber Baseline Report illustrating client progress towards goals and a roadmap for the next steps. Collaboration and Communication: Demonstrate a learning mindset and a commitment to personal growth and development by seeking out training opportunities and actively learning. Actively participate in RoundTable Technology’s culture, including demonstrating and modeling our core values. Internal Collaboration: Collaborate with Technical Account Managers, support, escalations, and strategic consultants to align service delivery with client goals. Contribute to the development of best practices, toolkits, and internal knowledge sharing. Documentation: Help maintain client documentation and records. Qualifications Proven experience in customer success, service delivery, client-facing operations, or a related role. 1+ years of experience in IT, systems administration, or technical account management, preferably within an MSP or nonprofit context. Demonstrated ability to build client trust, translate technical concepts, and deliver strategic guidance. Understanding of the non-profit sector and its unique challenges. Excellent communication and interpersonal skills. Comfortable meeting and communicating with C-Level executives. Ability to prioritize and manage multiple tasks while maintaining attention to detail. Technical aptitude and the ability to quickly grasp new technologies. Strong problem-solving and decision-making skills. Strong leadership and mentoring skills, with the ability to guide and support junior team members. Ability to work independently and as part of a team, prioritize tasks, and manage multiple projects simultaneously and independently. Strong customer service orientation and a commitment to delivering high-quality solutions. Schedule This is a salaried position with general hours of 40-45 hours per week, 8AM to 5PM, Monday through Friday. Location This job is classified as a hybrid position with some onsite work and collaboration as well as work from home. Preferred Location:
New York Account Manager Benefits: Salary Range: $70,000- $90,000 Health/Dental Insurance Long & Short-Term Disability Life Insurance 401k with Matching (available after 1 year of employment) Reimbursement for professional development and training PTO days & Holidays Success in this role will be rewarded with a competitive salary, incentive plan, and a generous benefits package. How to Apply Please submit a thoughtful cover letter and resume to growam@roundtabletechnology.com RTT is an Equal Opportunity Employer. All employment decisions shall be made without regard to age or any other basis as protected by federal, state, or local law. RTT is committed to providing IT employment opportunities to Women and Underrepresented Minorities in the IT industry.
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