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Responsibilities
Account & Client Success Representative – MSP (Part-Time – Remote)
We are seeking a proactive, tech-savvy, and relationship-driven Account & Client Success Representative to join a growing Managed Service Provider (MSP). In this dual-capacity role, you will act as the crucial link between incoming business leads and ongoing client satisfaction. You will serve as the first point of contact for new prospects while maintaining strong, long-term relationships with existing small business clients to ensure their technology needs are fully met.
Key Responsibilities
Inbound Sales & Lead Qualification: Act as the primary point of contact for incoming leads, conducting initial discovery conversations and guiding prospects through the welcoming stage of the sales pipeline.
Client Relationship Management: Serve as the dedicated account manager for existing clients, conducting regular check-ins to monitor satisfaction, address concerns, and ensure high client retention.
Account Expansion & Upselling: Proactively identify opportunities to support client growth through add-on services, hardware upgrades (e.g., new computer sales), and expanded tech solutions.
Client Advocacy & Problem Resolution: Act as the client’s internal advocate, reviewing customer feedback, managing expectations, and collaborating with technical teams to address feedback promptly.
Small Business Advisory: Understand the day-to-day operational challenges of small businesses to recommend practical, value-driven technology improvements.
Requirements
Industry Background: Previous experience working within a Managed Service Provider (MSP) or tech-focused environment is required (prior experience in helpdesk, technical support, account management, or tech operations is ideal).
Account Management & Sales Foundations: Proven ability to handle client-facing communications, manage accounts, and navigate warm sales/lead qualification conversations.
Technical Aptitude: Strong understanding of general IT, small business tech infrastructure, and common operational pain points faced by small businesses.
Key Attributes: High emotional intelligence, proactive problem-solver, highly organized, and capable of balancing relationship management with growth-driven conversations.
Communication: Flawless written and spoken English communication skills.
Schedule
Type: Part-Time (Remote)
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