Account Manager

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About Us:

Heartfelt IT is a leading Canadian managed service provider specializing in IT helpdesk and cybersecurity for small businesses with up to 10 computers. We are dedicated to ensuring business continuity and providing exceptional IT support to our clients.

Job Summary:

We are seeking a proactive, attentive, and tech-savvy Account Manager to join our team. In this role, you will be the primary point of contact for 150 small business clients, fostering strong and trusted relationships. You will manage client accounts, oversee service delivery, and collaborate on strategic IT solutions.

Key Responsibilities:

Bridges Builder

You excel at building rapport and forging strong client connections. You understand their unique needs and challenges, positioning yourself as a trusted IT advisor who speaks both business and technology fluently. Your role involves:

Consistent Communication: Keeping in regular contact via phone calls, emails, and face-to-face meetings to stay aligned with client needs.

Active Listening: Attentively listening to client concerns and proactively addressing their issues to ensure their satisfaction.

Tech Whisperer: Taming the IT Beast

You’re not just adept at managing relationships – you’re a tech-savvy expert. With a thorough understanding of IT infrastructure, security, and cloud solutions for small business. You excel in ensuring top-notch service delivery. Your key responsibilities include:

Service Delivery Management: Guaranteeing that clients receive their IT services as promised, both efficiently and effectively.

Technical Troubleshooting: Collaborating with internal teams to quickly diagnose and resolve client IT issues.

Proactive Maintenance: Anticipating potential IT problems before they occur and recommending preventative measures to avoid disruptions.

The Strategic Architect: Charting the Course to Success

You don't merely maintain IT operations – you guide them toward future success. As a trusted advisor, you work with clients to craft long-term IT strategies that align with their business objectives. Your role includes:

Needs Assessment: Evaluating client operations to pinpoint where technology can enhance performance.

Solution Design: Proposing the optimal blend of IT services and tools to tackle specific challenges.

Budgeting and Forecasting: Assisting clients in planning and managing their IT budgets effectively.

Client value strategist

Your role is to transform client relationships into opportunities for upselling and business growth. Your responsibilities include:

Identifying and Pursuing Growth Opportunities: Seek out and capitalize on opportunities to expand accounts and generate new business.

Collaborating with the Sales Team: Work with sales colleagues to create strategies for client retention and revenue enhancement.

Meeting Sales Targets: Achieve or surpass sales goals and performance indicators.

The Results Champion: Numbers Don't Lie

You are data-driven champion. You monitor key metrics, assess service performance, and create insightful reports that highlight the value of our work. Your focus includes:

Client Satisfaction: Consistently gauging client feedback to ensure high levels of satisfaction with our services.

Return on Investment (ROI): Showcasing the measurable benefits clients gain from their partnership with us.

Continuous Improvement: Identifying opportunities for service enhancements and applying client feedback to improve their experience.



Qualifications:

Proven experience as an Account Manager, Sales Representative, Customer Service or similar role in the IT industry.

Demonstrated experience in client care with a strong focus on addressing and prioritizing client needs.

Strong understanding of IT products, services, and solutions for small business.

Excellent communication, negotiation, and interpersonal skills.

Ability to manage multiple accounts and projects simultaneously.

Strong problem-solving skills and attention to detail.

Excellent English.

Preferred Qualifications:

Familiarity with the latest trends and technologies in the IT industry is a plus

Previous experience working with clients in IT Helpdesk or Managed service provide company.

Experience in working with CRM HubSpot or similar one

Other requirements:

Willing to work Eastern Time

Must have a separate room designated as a mini-office, distinct from the bedroom, kitchen, and other common areas

Strong internet connection, fiber optic is preferred.

Secured Laptop will be provided by company.

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Application Process:

Interested candidates should submit their resume and a cover letter outlining their relevant experience and why they are a good fit for this position to