Account Manager

Account Manager

Strategic Client Advisor | MSP Account Leadership | IT Lifecycle Management

Forward Slash Technology is a St. Louis-based Cyber Security, Information Technology, and Managed Services Provider (MSP) offering comprehensive IT, voice, and data services to small and mid-sized businesses across the Midwest area. Our clients rely on us for proactive infrastructure management, security best practices, and thoughtful technology strategy. With a reputation for responsiveness, precision, and partnership, we aim to empower our clients to grow confidently in a connected world.

We are a collaborative team of professionals who believe in high-touch, white glove service, continuous learning, and operational excellence. We value integrity, ownership, and a proactive approach to solving problems — both internally and on behalf of our clients.

POSITION SUMMARY

The Account Manager (AM) serves as a strategic client advisor, trusted relationship builder, and internal project navigator. This role is responsible for managing client accounts across the full-service lifecycle—from initial intake to solution delivery and post-launch sustainment. A successful AM is fluent in business process, technology lifecycle planning, and sales fundamentals, and excels in both proactive communication and cross-functional collaboration.

At Forward Slash Technology, Account Managers play a key role in supporting clients across industries such as healthcare, legal, municipal government, and professional services. These organizations rely on our team to guide them through complex technology decisions involving cybersecurity, compliance, infrastructure growth, and digital transformation. The AM ensures alignment between client business objectives and technical solutions — driving client satisfaction, retention, and long-term partnership.

KEY RESPONSIBILITIES

Client Relationship Management

• Act as the primary liaison for a portfolio of assigned clients
• Develop long-term relationships and strategic account plans to guide client success
• Conduct regular check-ins and technology roadmap reviews
• Serve as client advocate internally, ensuring satisfaction and proactive issue resolution
• Monitor client usage patterns and address gaps in adoption or service
• Drive client retention through proactive lifecycle planning and satisfaction tracking (e.g., QBRs, NPS follow-up)

Solution Development & Quoting

• Lead intake and discovery efforts for client requests
• Coordinate with Engineering and Sales Engineering to ensure quotes reflect both technical accuracy and business value, reducing scope creep and ensuring delivery success
• Evaluate opportunities using a structured quote qualification model (simple vs. full project)
• Translate technical concepts into clear business language for client presentations
• Manage pricing reviews, proposal timelines, and documentation in KQM and Autotask

Project Coordination & Delivery Oversight

• Participate in pre-implementation meetings and handoff processes
• Track client approvals and ensure readiness for launch phases
• Serve as an escalation point for project deviations in scope, cost, or timeline
• Verify solution alignment throughout delivery lifecycle
• Facilitate post-launch follow-up and client satisfaction surveys

Sales & Growth Enablement

• Drive upsells and cross-sell opportunities through relationship-building and lifecycle awareness
• Achieve quarterly client retention and account growth targets
• Support business development and marketing campaigns with client insights
• Maintain awareness of industry trends, pricing models, and competitive landscape
• Track KPIs such as quote-to-win ratio and client follow-up responsiveness to improve account performance and service efficiency

QUALIFICATIONS

Required

• 3+ years of client-facing experience in account management, project management, or technical sales
• Bachelor’s degree in Business, Communications, IT, or a related field — or equivalent experience
• Proven ability to manage multiple accounts and priorities concurrently
• Strong verbal and written communication skills, including executive-level presentation ability
• Familiarity with quoting tools (e.g., KQM), CRMs and PSAs (e.g., Autotask), and documentation systems (e.g., IT Glue)
• Proficiency in Microsoft Office Suite

Preferred

• Prior experience in a Managed Services Provider (MSP) or IT services organization
• Knowledge of hardware, licensing, and technology procurement practices
• Exposure to business process evaluation and strategic planning
• Understanding of network infrastructure and cyber security concepts
• Familiarity with service agreements, renewals, and client SLAs

CORE COMPETENCIES

• Strategic Thinking & Business Acumen
• Client-Centered Communication
• Operational Follow-Through
• Process-Oriented Mindset
• Team Collaboration
• Initiative and Accountability
• Quoting & Sales Fundamentals

Compliance & Background Requirements

To maintain employment with our company, by mandate, each employee MUST

• Be a U.S. Citizen and hold a valid driver’s license with a clean driving record
• Pass a MSHP/Federal fingerprint-based background check
• Complete the CJIS Security & Privacy Training Certification

WHY JOIN FST?

• Join a growing company where your work has visible impact
• Collaborate with seasoned engineers and business professionals
• Learn from a high-performing team in a supportive environment
• Be part of a company where documentation, process clarity, and continuous learning are foundational to how we deliver results
• Support clients ranging from 20 to 300 users and contribute to a fast-growing, multi-disciplinary team shaping the future of SMB IT in the Midwest

This is a full-time, onsite position based in our St Louis, MO office.