Client Success Manager (MSP Account Manager) | Cape Town / Jhb | Hybrid

SUMMARY:
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POSITION INFO:
ENVIRONMENT: An established and growing Managed IT Services Provider, specialising in Microsoft technologies, cloud solutions, cybersecurity and IT infrastructure, is seeking an experienced Client Success Manager \/ MSP Account Manager to manage an existing portfolio of approximately 40 business clients. This role is ideal for a technically knowledgeable Account Manager with experience in the Managed Services Provider (MSP) environment who enjoys building long-term client relationships, conducting meaningful service reviews and identifying opportunities to add value through relevant technology solutions. The successful candidate will focus on client retention, renewals, service coordination and growing existing accounts. There is no cold calling or new business hunting involved. Working closely with experienced cloud engineers, technical specialists and service delivery teams, the successful candidate will ensure clients receive appropriate solutions and consistently high standards of service. The company offers a collaborative working environment, structured processes, ongoing employee development and a strong focus on individual strengths, teamwork and accountability.   DUTIES & RESPONSIBILITIES: ·         Independently manage an established portfolio of approximately 40 business clients. ·         Build and maintain strong client relationships, acting as the primary point of contact. ·         Conduct regular client meetings, service reviews and account planning discussions. ·         Understand clients' IT environments, business requirements and technology challenges. ·         Identify opportunities to introduce additional managed IT services, Microsoft 365, Azure, cloud, cybersecurity and infrastructure solutions. ·         Manage client renewals, retention and commercial discussions. ·         Identify potential service risks, client dissatisfaction and opportunities for improvement. ·         Coordinate technical teams and manage client escalations, ensuring issues are followed through to resolution. ·         Translate technical information into practical business recommendations that clients can understand. ·         Collaborate with cloud engineers, presales specialists and service delivery teams to recommend appropriate solutions. ·         Ensure clients receive value from their existing services while identifying opportunities to improve productivity, security and efficiency. ·         Maintain accurate client information, service records, account plans and outstanding actions using CRM, PSA and ticketing systems. ·         Ensure services and recommendations align with client requirements, contractual scope and commercial objectives.   REQUIREMENTS: Essential Requirements: ·         Minimum of 5 years' experience within an MSP IT support or managed services environment. ·         Must currently manage, or have managed within the past 12 months, an independent portfolio of business clients within an MSP or a genuinely comparable recurring managed IT services environment. ·         Must have independently managed approximately 40 active business clients simultaneously or have at least 5 years of directly relevant MSP Account Management experience. ·         Strong, current technical knowledge of Microsoft 365, Azure, cloud services, cybersecurity and IT infrastructure. ·         Practical knowledge of Microsoft 365 licensing, subscription plans and business client tenant configurations. ·         Good understanding of Azure Virtual Machines, storage, networking and security within an MSP environment. ·         Proven experience conducting client service reviews, managing renewals, handling escalations and identifying opportunities for account growth. ·         Experience working closely with technical engineers and service delivery teams. ·         Ability to understand technical solutions and confidently explain their business benefits to clients. ·         Experience using CRM, PSA or IT ticketing systems. ·         Strong commercial awareness and the ability to balance client requirements with service delivery and profitability. ·         Must be based in Cape Town or Johannesburg and comfortable with a hybrid working arrangement. Advantageous Requirements: ·         Microsoft 365 or Microsoft Azure certifications. ·         Experience managing Microsoft-focused business client environments. ·         Experience identifying opportunities to introduce additional cloud, security and managed IT services.   ATTRIBUTES: ·         Excellent communication and interpersonal skills. ·         Strong relationship management and client engagement abilities. ·         Technically curious, with a genuine interest in keeping up with evolving technology. ·         Commercially minded, with the ability to identify solutions that provide real business value. ·         Accountable, dependable and committed to following through on responsibilities. ·         Proactive in identifying client needs and potential risks. ·         A strong team player who works well with technical and non-technical colleagues. ·         Empathetic and approachable, with the ability to explain technology without overwhelming clients. ·         Organised and comfortable managing multiple client relationships and competing priorities. ·         Open to feedback, continuous learning and professional development.