vCIO / Managed Services Account Manager

The vCIO/Account Manager (AM) serves as a trusted advisor to PUMA clients, building strong relationships, ensuring service satisfaction, and driving strategic conversations aligned with client business goals. Reporting to the Director of Growth, this role is a hybrid of client relationship management and strategic planning. The AM plays a critical role in client retention, expansion, quoting, and lifecycle management.

This position is responsible for owning the overall client relationship, conducting regular cadence calls, executing Technology Review Meetings, managing client roadmaps and budgets, overseeing renewals and licensing, and ensuring proactive communication of upcoming needs.

Please note, this is a commission based role. There will be a base salary with a commission structure to earn between the $80,000-$100,000 salary range. 

• Own the client relationship for all assigned accounts post-onboarding.
• Conduct regular client check-in calls and scheduled cadence meetings to maintain alignment and satisfaction.
• Identify and address client concerns or issues before they escalate.
• Conduct recurring Technology Review Meetings, including agenda preparation, execution, and follow-up.
• Build and maintain strategic roadmaps tied to client business goals.
• Identify risks, gaps, and areas for improvement across client environments.
• Assist clients with third-party vendor management.

•  Create quotes for assigned accounts and assist vCIOs with quoting for other accounts as needed.
• Identify and present upsell/cross-sell opportunities (hardware refreshes, licensing, security, projects, etc.).
• Create and manage Opportunities in Autotask under appropriate Opportunity Types (MRR, NRR, Change Order, Best Practice).
• Collaborate with Project, Sales Engineering, and vCIO resources to scope and present solutions.
• Coordinate with vendors and partners to gather quotes, confirm availability, and ensure competitive pricing and solution accuracy.

• Oversee licensing, warranty, and contract expiration tracking and proactive renewal notifications.
• Present and explain lifecycle reports, licensing expirations, and asset planning during client reviews.
• Quote and communicate upcoming lifecycle needs and renewals to clients.
• Maintain accurate lifecycle documentation using ScalePad and ITGlue.
• Coordinate with procurement and project teams for timely asset replacement and upgrades.

• Act as the primary non-technical escalation point for client satisfaction concerns.
• Coordinate internal communication and resolution plans with Service Delivery and Technical Leads.
• Ensure clear client communication and consistent follow-through during escalations.

•  Ensure all Technology Review Meetings follow the documented playbook and post-meeting process.
• Document all meetings, decisions, and action items in Autotask.
• Maintain up-to-date Budget documentation for each client, including strategic initiatives and timelines.

• Work cross-functionally with Service, Projects, vCIO, and Solution Design teams.
• Provide feedback to leadership on client sentiment, risks, and growth opportunities.
• Participate in regular internal cadence meetings and team planning.

• 2+ years in vCIO, Account Management or Client Success within a MSP environment.
• Strong understanding of IT infrastructure, MSP services, and client lifecycle management.
• Proficiency in quoting, budgeting, and opportunity management.
• Experience with Autotask, ScalePad, ITGlue, Datto RMM (preferred).
• Excellent communication, presentation, and relationship-building skills.
• Strong organizational and time-management abilities.

• Client Cadence Call Execution and Reporting
• Client Retention & CSAT
• Opportunity Pipeline Creation & Execution
• Ticket SLA for Account Management & Quoting tickets
• Lifecycle & Renewal Compliance
• Strategic Roadmap & Budget Delivery