Customer Account Manager - MSP

Customer Account MANAGER - MSP

Location: San Diego County, California
Job Type: Full-Time, Hybrid
Base Salary: Starting at $60,000 annually
Additional Compensation: Performance-based commissions and bonuses
Travel: Local client visits throughout San Diego County, typically 1–2 times per week
Reports To: CEO

Build Relationships. Drive Growth. Become the Trusted Advisor.

Automates is looking for an exceptional Customer Account Manager to own, protect, strengthen, and grow relationships with our existing clients.

This is not an order-taking customer service position.

This is a highly visible, client-facing role for someone who knows how to build meaningful business relationships, communicate with executives, identify opportunities, solve problems, drive accountability, and proactively help clients make better technology decisions.

You will serve as one of the primary faces of Automates to our customers.

You will be responsible for understanding your clients' businesses, building relationships with decision-makers, identifying risks and opportunities, leading strategic technology conversations, maintaining customer satisfaction and retention, and developing additional revenue within your portfolio of accounts.

There is no traditional cold prospecting requirement for this position.

Instead, your opportunity is within the relationships you own.

Your job is to know your customers so well that you understand where they are going, what may be holding them back, what risks they need to address, and how Automates can help them succeed.

What You Will Own

As a Customer Account Manager, you will be responsible for a portfolio of existing Automates clients and the overall health, retention, growth, and strategic development of those relationships.

You will:

• Serve as the primary relationship owner for assigned client accounts.
• Build strong, long-term relationships with business owners, executives, managers, and key stakeholders.
• Develop a deep understanding of each client's business, goals, challenges, risks, technology environment, and future plans.
• Proactively communicate with clients instead of waiting for them to call us.
• Conduct regular client meetings (Technology Business Reviews)
• Make onsite visits to customers throughout San Diego County.
• Develop and maintain strategic technology roadmaps for assigned clients.
• Help customers plan future technology investments and budgets.
• Identify technology lifecycle needs before they become emergencies.
• Identify cybersecurity, compliance, operational, productivity, infrastructure, and business technology opportunities.
• Coordinate with Automates' technical, service, project, sales, and leadership teams to deliver an exceptional client experience.
• Maintain accurate CRM and account-management documentation.
• Develop expansion revenue within existing accounts.
• Manage renewals and strengthen long-term client retention.
• Identify opportunities for new managed services, cybersecurity services, cloud solutions, Microsoft services, hardware, projects, compliance services, and other technology solutions.
• Negotiate agreements when appropriate while protecting the value and profitability of the relationship.
• Forecast account opportunities and expansion revenue.
• Identify potential client dissatisfaction or relationship risk early and act before it becomes a retention problem.
• Continuously look for ways Automates can create more value for each client.

This Is a Revenue-Producing Role

We believe outstanding account management should create both tremendous customer value and healthy business growth.

You will not simply maintain accounts.

You will grow them.

Our Customer Account Managers are expected to recognize opportunities inside their existing client base and confidently initiate business conversations around them.

That may include:

• Managed services expansion
• Cybersecurity improvements
• Microsoft 365 and cloud solutions
• Hardware lifecycle projects
• Workstation and server replacements
• Network modernization
• Backup and disaster recovery
• Compliance and risk-management initiatives
• New office or expansion projects
• Technology standardization
• AI and emerging business technology
• Additional users, locations, services, and licensing

We are not looking for high-pressure selling.

We are looking for intelligent, consultative selling built on trust.

The best opportunity should often feel like the natural result of understanding the customer's business better than anyone else.

You Will Be Measured

Automates is a performance-driven organization.

We believe clear expectations and measurable results create better outcomes for our employees and our customers.

This position will operate against defined Key Performance Indicators.

Your scorecard may include metrics such as:

• Client retention
• Revenue retention
• Recurring revenue growth
• Proposal close rate
• Account growth
• TBR/QBR completion
• Customer satisfaction
• Client health
• Renewal performance
• Overdue opportunity and follow-up management

Technical Knowledge

We strongly prefer candidates who already have a foundational understanding of business technology.

You do not need to be a senior engineer.

However, you should be able, or be highly motivated to learn, to have intelligent business conversations regarding:

• Microsoft 365
• Cloud services
• Cybersecurity
• Endpoint security
• Networks
• Firewalls
• Wi-Fi
• Servers
• Workstations
• Business continuity
• Backup and disaster recovery
• Identity and access management
• Hardware lifecycle management
• Technology budgeting
• Compliance
• HIPAA
• CMMC and other regulatory requirements
• AI and emerging business technologies

Previous experience working for a Managed Service Provider (MSP) is highly desirable.

Experience in technical sales, IT sales, technology account management, vCIO services, technical account management, customer success within a technology company, or technology consulting is also highly desirable.

Technical experience, however, is not our only consideration.

An outstanding communicator with exceptional relationship skills, strong business judgment, natural curiosity, and the ability to rapidly learn technology may also be an excellent fit.

What We Are Looking For

We are looking for someone with approximately 3+ years of relevant professional experience in account management, customer success, sales, technology, consulting, or a related client-facing role.

Our ideal candidate:

• Is an exceptional communicator.
• Communicates professionally with CEOs, business owners, executives, managers, and technical professionals.
• Builds trust naturally.
• Is comfortable leading meetings.
• Is confident presenting recommendations.
• Listens before speaking.
• Asks intelligent questions.
• Understands how to uncover what a customer actually needs.
• Is proactive rather than reactive.
• Follows through relentlessly.
• Is highly organized.
• Can manage multiple customer relationships simultaneously.
• Understands sales and is comfortable discussing money.
• Can negotiate without damaging relationships.
• Understands the importance of profitability.
• Can identify business opportunities without becoming overly sales-focused.
• Has strong written communication skills.
• Is comfortable working inside a CRM and maintaining accurate documentation.
• Is comfortable with KPIs, goals, accountability, and measurable performance.
• Takes ownership of problems.
• Can handle difficult conversations professionally.
• Can operate independently while collaborating closely with a team.
• Understands that excellent customer service sometimes means challenging a customer when the right decision requires it.
• Has genuine curiosity about business and technology.
• Wants to become indispensable to the clients they serve.

Preferred Experience

The strongest candidates may have experience in one or more of the following areas:

• Managed Service Providers (MSPs)
• IT services
• Technology consulting
• Technical Account Management
• Customer Success Management
• Strategic Account Management
• IT sales
• Technical sales
• Cybersecurity sales
• Microsoft technology
• Business technology consulting
• vCIO or technology business review services
• B2B professional services

A bachelor’s degree in business administration, Sales, Marketing, Information Technology, or a related discipline is welcomed but is not required when equivalent professional experience exists.

Local San Diego Presence Is Required

This is a client-facing position serving businesses throughout San Diego County.

Candidates must currently reside in, or be able to reliably work throughout, San Diego County.

You will typically visit client locations approximately one to two times per week, depending on client needs and scheduled strategic meetings.

Candidates must have:

• A valid driver's license
• Reliable personal transportation
• The ability to travel throughout San Diego County

Business mileage is reimbursed according to company policy.

Compensation

Current planned compensation includes:

Starting Base Salary: $60,000 annually

Plus:

• Performance-based commissions
• Performance bonuses
• Revenue-growth incentives

Compensation structure may evolve based on experience and the final design of the performance incentive program.

Our goal is to create meaningful upside for Account Managers who retain clients, grow relationships, create opportunities, and consistently perform against their scorecard.

Benefits

Automates provides a comprehensive employee benefits package that includes:

• Health insurance
• 401(k)
• Paid time off
• Paid holidays
• Cell phone stipend
• Mileage reimbursement
• Company events
• Continued professional development

Who Will Thrive Here

You may love this role if you enjoy having ownership.

You like walking into a client's business and knowing the people.

You know who the decision-makers are.

You understand what the company is trying to accomplish.

You notice opportunities before the customer asks about them.

You recognize risks before they become emergencies.

You remember what was discussed in the last meeting and make sure the next step actually happens.

You enjoy bringing technical and business people together.

You like developing relationships over years rather than making a sale and disappearing.

You understand that trust is earned through consistency.

And when a customer asks:

"What do you think we should do?"

You want to be the person they trust to answer.

Who This Role Is Probably Not For

This may not be the right opportunity if you:

• Prefer waiting for customers to contact you.
• Dislike performance metrics.
• Are uncomfortable discussing revenue or identifying business opportunities.
• Avoid difficult conversations.
• Struggle with follow-through.
• Prefer transactional relationships.
• Want every day to follow the same routine.
• Are uncomfortable meeting business owners and executives.
• Do not enjoy learning technology.
• Believe account management simply means responding to customer requests.

At Automates, account management means ownership.

You own the relationship.

You own the follow-up.

You own the communication.

You own the opportunity.

And you help make sure our customers continue seeing measurable value from their relationship with Automates.

About Automates

Automates is a San Diego-based managed IT services and technology company helping organizations use technology to operate more securely, efficiently, and strategically.

Our clients rely on us not simply to fix computers, but to help them make better technology decisions.

That means understanding their businesses, protecting their organizations, improving productivity, strengthening cybersecurity, helping manage compliance requirements, planning technology investments, and supporting their long-term growth.

We believe the strongest client relationships are built when our customers view us as an extension of their leadership team rather than simply another vendor.

That is the standard this position is responsible for helping us deliver.

Ready to Build Relationships That Matter?

If you are a strong communicator, relationship builder, strategic thinker, and accountable professional who wants to combine customer success, business development, and technology into one career, we would like to meet you.

If you already understand the MSP and IT world, even better.

If you do not know everything about technology yet but have the intelligence, curiosity, communication ability, discipline, and drive to learn it, we still want to hear from you.

Apply and tell us why you believe you could become a trusted advisor to Automates' customers.

Pay: From $60,000.00 per year

Benefits:

• 401(k) matching
• Health insurance
• Paid time off

Experience:

• Account management: 3 years (Required)

Shift availability:

• Day Shift (Required)

Ability to Commute:

• National City, CA 91950 (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: Hybrid remote in National City, CA 91950