The Role
Own a portfolio of Tier 1/2 accounts for managed IT, cloud, and cybersecurity services. Drive retention and expansion, deliver QBRs with vCIO/TAM, manage renewals, maintain CRM records in HubSpot, mentor Account Managers, and escalate/resolve technical issues while coordinating upsell opportunities with Sales and product teams.
Summary Generated by Built In
The Senior Account Manager owns a portfolio of Tier 1 and Tier 2 accounts across OneNet Global’s managed IT services, cloud solutions, and cybersecurity offerings. This is a dual retention and revenue role — Senior AMs are expected to deeply understand each client’s business, proactively identify expansion opportunities, and deliver a consistently exceptional client experience. They partner closely with the vCIO/TAM on quarterly business reviews for strategic accounts and serve as a mentor and escalation resource for Account Managers on the team.
This role is part of a newly established Client Success department being built from the ground up under the Director of Client Success. There is genuine opportunity for a motivated person to shape how client success is done at OneNet Global.
This role offers a competitive base salary of $77,000.00 to $85,000.00 annually with OTE of $100,000.00 to $115,000.00.
This role offers a competitive base salary of $77,000.00 to $85,000.00 annually with OTE of $100,000.00 to $115,000.00.
Key Responsibilities
• Serve as primary point of contact for a portfolio of Tier 1 and Tier 2 accounts
• Develop and execute account plans that drive retention and identify upsell opportunities
• Partner with the vCIO/TAM to prepare and deliver quarterly business reviews (QBRs) for strategic accounts
• Proactively monitor account health indicators including support volume, contract dates, and relationship signals
• Own renewal conversations and negotiate contract expansions within approval thresholds
• Escalate technical issues appropriately and follow through to resolution
• Maintain accurate CRM records, activity logs, and account health scores in HubSpot
• Surface upsell and cross-sell opportunities and coordinate with Sales and the vCIO on larger opportunities
• Mentor Account Managers and provide guidance on complex account situations
• Represent the client voice internally — bring structured feedback to delivery, product, and leadership
Skills, Knowledge & Expertise
• 3 to 5 or more years in account management, customer success, or B2B sales — managed IT services, cloud solutions, cybersecurity, or technology services strongly preferred
• Proven track record of hitting retention and upsell targets — be ready to share specific numbers
• Comfortable leading conversations with business owners, operations leaders, and C-suite contact
• Strong organizational skills and ability to manage a meaningful portfolio without things falling through the cracks
• Working knowledge of managed IT infrastructure, cloud services, or cybersecurity solutions
• CRM proficiency required — HubSpot, Salesforce, ConnectWise, or similar
• Experience with PSA tools (ConnectWise, Autotask) is a plus but not required
About
Shield Technology Partners is a national IT Services platform formed through the collaboration between Thrive Holdings and ZBS Partners. By combining Thrive Holdings’ technological expertise with ZBS Partners’ proven approach to supporting founder-led businesses, Shield Technology Partners is dedicated to accelerating growth, innovation and long-term value creation for IT services companies across the country.
Skills Required
- 3+ years in account management, customer success, or B2B sales
- Proven track record of hitting retention and upsell targets (able to share metrics)
- Comfortable leading conversations with business owners, operations leaders, and C-suite contacts
- Strong organizational skills to manage a meaningful portfolio without things falling through the cracks
- Working knowledge of managed IT infrastructure, cloud services, or cybersecurity solutions
- CRM proficiency (HubSpot, Salesforce, ConnectWise, or similar)
- Experience in managed IT services, cloud solutions, cybersecurity, or technology services
- Experience with PSA tools (ConnectWise, Autotask)
- Ability/experience mentoring account managers and serving as escalation resource
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The Company
What We Do
Shield Technology Partners is building a world-class network of high-performing IT service businesses across the country. We are dedicated to empowering local leaders by combining their unique cultures and brands with the strength of advanced technology and national-scale resources. Our mission is simple: amplify what you’ve already built, while preserving the autonomy and relationships that make your business thrive. Through a transparent, collaborative growth model, Shield Technology Partners offers a path for MSPs to scale without losing their identity. By integrating cutting-edge technology and shared expertise, we create unmatched opportunities for your team while delivering the best of local service and innovation to clients. Together, we’re paving the way for a bold future in IT services.
