Account Manager – 2JData (Managed IT Services)

***** This position is in office *****

Jupiter, FL | Full-Time

About 2JData

2JData is a high-performance Managed Service Provider delivering enterprise-grade IT, cybersecurity, cloud, and compliance solutions to small and mid-sized businesses. We focus on measurable business value, white-glove service, and long-term strategic partnerships with our clients.

We are seeking a client-focused, results-driven Account Manager who thrives on building relationships, increasing client satisfaction, and serving as the central communication hub between our clients and service teams.

Position Overview

The Account Manager serves as the primary point of contact for clients, ensuring an exceptional customer experience while driving revenue growth, retention, and service adoption.

This role also functions as the front-line communication and dispatch coordinator, helping to route service requests, manage priorities, and maintain SLA alignment.

Key Responsibilities

Client Relationship Management

Own and manage relationships for a portfolio of MSP clients
Conduct regular business reviews (QBRs / vCIO meetings)
Ensure clients are aligned with best practice IT and cybersecurity roadmaps
Act as the client advocate internally within 2JData

Revenue Growth & Retention

Identify upsell and cross-sell opportunities (security, cloud, backup, compliance, hardware, licensing)
Maintain high client retention and satisfaction scores
Assist in contract renewals and service expansions
Track account performance against revenue and margin targets

Phone Dispatch & Service Coordination

Serve as the primary inbound call handler for client service requests
Create, categorize, and prioritize service tickets in the PSA system
Dispatch tickets to the appropriate technical resources based on:
- SLA
- Priority
- Skillset
- Client impact
Monitor ticket queues to ensure response and resolution targets are met
Communicate status updates to clients in a timely and professional manner
Schedule onsite and remote service appointments
Coordinate emergency and after-hours escalations when required
Ensure accurate documentation of client requests and call notes

Client Experience & Communication

Provide white-glove customer service on every interaction
Translate technical updates into business-friendly language
Proactively follow up on open issues and projects
Identify service trends and recurring issues affecting client satisfaction

Strategic Planning

Help clients budget and plan for future IT initiatives
Align technology solutions to business outcomes
Present proposals, quotes, and solution roadmaps

Technical & Industry Familiarity (Preferred)

Experience in a Managed IT Services (MSP) environment
PSA / ticketing systems (Autotask, Kaseya, ConnectWise, or similar)
Microsoft 365 and cloud environments
Cybersecurity solutions (MFA, EDR, backups, compliance)
Understanding of network and endpoint support workflows

Management & Professional Skills

Strong phone presence and communication skills
Exceptional customer service mindset
Ability to multitask and manage competing priorities
Highly organized and process-driven
KPI and SLA focused
Team collaboration mindset

Success Metrics

Client retention rate
Monthly recurring revenue (MRR) growth
CSAT score
SLA response & resolution performance
Ticket routing accuracy and efficiency
Agreement renewals & expansions

Compensation & Benefits

Competitive base salary + performance incentives
Health benefit options
Paid time off
Career growth within a rapidly scaling MSP
Ongoing training & certification support

Why Join 2JData?

High-impact, client-facing role
Central position in the daily service operation
Work with a fast-growing, process-driven MSP
Direct collaboration with leadership and Tech teams

Ideal Candidate

You are a relationship builder, problem solver, and master of communication who can balance client success, service coordination, and revenue growth in a fast-paced MSP environment.

Learn more about this Employer on their Career Site