Responsibilities
- Manage Client Relationships – Serve as the primary point of contact for assigned clients, ensuring their needs are met and expectations exceeded.
- Drive Retention & Growth – Own client renewals and proactively identify expansion opportunities to increase account value.
- Own Upsell Conversations – Lead upsell and cross-sell discussions that align with client needs and PCGiT’s service offerings, collaborating with AEs or leadership as needed.
- Understand the Business – Become a strategic partner by learning each client’s business model, goals, IT stack, and pain points.
- Coordinate Solutions – Work cross-functionally with service delivery, technical support, and sales to resolve issues and advocate for client needs.
- Lead QBRs & Strategy Sessions – Conduct regular account reviews, usage reports, and roadmap planning sessions with clients.
- Champion the Client Experience – Ensure a high-touch, consultative experience from onboarding through renewal.
Requirements
- 2–4 years of experience in client success, account management, or related B2B customer-facing roles.
- Strong communication and relationship-building skills with clients ranging from IT managers to C-suite.
- Confidence in conducting client meetings, reviewing technical data, and leading renewal or upsell conversations.
- Comfortable and confident leading upsell conversations, positioning solutions that create additional value.
- Experience identifying and nurturing account expansion opportunities, even without a formal quota.
- Proficiency with CRM and account management tools (HubSpot preferred).
- A proactive mindset – you solve problems before they escalate.
- Strong organizational skills and attention to detail across multiple client accounts.
Nice to Have
- Familiarity with IT services, MSP environments, or technical support workflows is strongly preferred.
