Job Description

The IT Account Manager II is responsible for driving revenue growth and long-term retention within Marco’s IT customer base. Leveraging data from customer analytics and reporting platforms and adhering to directives from IT Sales leadership, this position grows wallet share across managed services (MRR), professional services, and technology sales while fostering strong client relationships that reflect the best interests of the customer. Through effective cross-functional collaboration, prompt issue resolution, and dedication to upholding Marco’s Gold Standard experience, the IT Account Manager II expands existing accounts and addresses the evolving technology needs of key clients. Performance in this role is evaluated based on net-new MRR growth, wallet share expansion, services and technology sales, customer satisfaction, and retention rates.
ESSENTIAL FUNCTIONS:

• Deliver prompt and professional communication to core clients while maintaining regular engagement to strengthen overall relationship quality.
• Monitor account status, identify early indicators of dissatisfaction, and proactively take action to stabilize and retain at-risk customers.
• Act as the primary point of contact for service, billing, and account inquiries while working closely with internal teams to resolve issues efficiently and escalate when appropriate.
• Proactively identify and pursue upsell, cross-sell, and expansion opportunities across managed services (MRR), professional services, and technology sales within the existing customer base.
• Support the renewals team by collecting and organizing account information, insights needed for upcoming renewal cycles.
• Identify and present expansion opportunities through data analysis.
• Conduct regular client business reviews to evaluate performance, identify evolving IT needs, and recommend targeted solutions and improvements that grow wallet share.
• Provide customer education and guidance on best practices, available tools, and Marco resources to help optimize IT services.
• Maintain accurate and up-to-date documentation by recording clear notes, account details, and sales activity within CRM systems.
• Collaborate closely with Customer Success, Sales, Service, Accounts Receivable, and IT business leadership to deliver seamless customer experiences and drive account growth.
• Perform periodic customer check-ins, follow up on survey feedback, and analyze trends that influence overall customer satisfaction and sentiment.
• Operate either as a mentor who develops others’ confidence and problem-solving abilities or as a subject-matter expert responsible for complex accounts that demand deeper industry knowledge and strategic relationship management.
• Meet or exceed assigned growth targets for MRR, professional services revenue, and technology sales within an assigned book of business.

QUALIFICATIONS:

• Bachelor’s degree and five years of relevant experience; or equivalent combination of education and experience.
• Exposure to IT service management concepts, systems testing, and evaluation methodologies (e.g., ITIL v4) is desirable.
• Valid Driver’s License, proof of personal insurance, and an acceptable driving record

REQUIRED SKILLS:

• Demonstrates strong outcome-based reasoning with the ability to assess situations, evaluate risks, and make informed recommendations that support long-term customer retention and revenue growth.
• Possesses exceptional verbal and written communication skills, with the ability to adapt messaging effectively for customers, sales teams, cross-functional partners, and internal stakeholders.
• Builds trust and maintains strong customer relationships throughout the account lifecycle by proactively identifying needs, anticipating challenges, and advocating for the customer’s best interests.
• Exhibits initiative as a self-starter who can develop, prioritize, and execute account growth strategies independently while thriving in competitive, results-driven environments.
• Effectively manages multiple accounts, tasks, and deadlines in a fast-paced setting while maintaining accuracy, responsiveness, and attention to detail.
• Applies strong analytical skills to review data in CRM systems, dashboards, service reports, and related tools in order to identify trends, uncover expansion opportunities, and inform customer discussions.
• Collaborates professionally and productively with cross-functional teams, including Customer Success, Sales, Service, Accounts Receivable, and IT business leadership, to support customer growth and retention objectives.
• Demonstrates strong problem-solving capabilities by identifying root causes, addressing issues proactively, and resolving concerns before escalation is required.
• Maintains accurate, thorough, and timely documentation by tracking customer interactions, sales activities, and account details to ensure continuity and seamless handoffs across teams.
• Shows adaptability and resilience when navigating change, adjusting to evolving customer needs, shifting priorities, and new or updated business processes.
• Functions either as a coaching-focused leader who fosters independent thinking and proactive problem-solving, or as a specialist who provides advanced, relationship-driven account coverage requiring deeper industry expertise.
• Proficient in the use of business collaboration and productivity tools, including the Microsoft Office Suite, CRM platforms, proprietary company systems, ticketing solutions, and core IT/managed services concepts (cloud, network, security, and Microsoft 365).

Pay Range: $58,301 - $90,367 annually + incentive opportunity

The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. For detailed information about our benefits, please visit our careers page at www.marconet.com/careers.