Account Manager – Managed IT Services

Description

Atlanta, GA | Full-Time | Hybrid — in-office Tuesday–Thursday, remote Monday and Friday

Leapfrog Services is looking for an Account Manager who builds trust, communicates clearly, and follows through. You’ll own relationships with an assigned group of clients, helping them get value from their managed IT services while supporting client satisfaction, retention, and account growth.

You’ll work with clients and internal teams to lead quarterly business reviews, coordinate concerns and next steps, and keep account commitments moving forward. You should understand technology services well enough to ask thoughtful questions and translate information into clear, useful business updates.

We’re looking for someone who takes initiative, stays organized, welcomes feedback, and adapts their communication to the audience. You’ll have technical experts to partner with; your strength is connecting the right people, managing expectations, and making sure clients feel informed and supported.

What You’ll Do

• Manage assigned client relationships, including ongoing communication, satisfaction, retention, and appropriate account growth.
• Serve as a trusted advisor by understanding client business priorities, needs, risks, and goals.
• Build and maintain client account plans and technology roadmaps in partnership with internal technical and leadership teams.
• Lead quarterly business reviews with client executives and key stakeholders, as appropriate.
• Communicate client needs, risks, concerns, and opportunities to internal teams clearly and promptly.
• Coordinate client escalations by ensuring the right internal resources are engaged, communication is clear, and follow-up is completed.
• Tailor client communications based on business priorities, stakeholder audience, and appropriate level of detail.
• Maintain consistent follow-through on client commitments, open items, risks, and account-related action items.
• Identify opportunities for service alignment, renewals, account growth, or additional solutions in coordination with internal sales and technical teams.
• Support proposals, renewals, billing questions, contract items, and change requests by coordinating details, documentation, and follow-up.
• Maintain accurate CRM records, including client contacts, opportunities, notes, decisions, and follow-up items.
• Monitor client satisfaction, service trends, and potential relationship risks.

Requirements

What You’ll Bring

• Experience in account management, client success, relationship management, consultative sales, or another client-facing business role.
• Strong ability to build trust with clients and manage expectations professionally.
• Clear, concise written and verbal communication skills.
• Sound judgment in determining what information clients need, when to escalate concerns, and how to frame updates appropriately.
• Ability to communicate with executives, stakeholders, technical teams, and non-technical audiences.
• Strong organizational skills, attention to detail, and ability to manage multiple clients, follow-up items, and internal requests at the same time.
• Self-motivated, accountable, and receptive to coaching, feedback, and direction.
• Basic understanding of managed IT services, recurring revenue models, business operations, and client service delivery.
• Ability to work effectively with internal technical teams, service delivery, sales engineering, leadership, and client stakeholders.
• Professionalism, discretion, and the ability to handle sensitive company and client information.
• Proficiency with Microsoft productivity tools.

Preferred Experience & Qualifications

• Previous experience working for an IT Managed Service Provider, MSP, technology services company, consulting firm, or other client-facing technical services environment.
• Experience conducting quarterly business reviews, account planning, renewals, forecasting, or client roadmap discussions.
• Experience working with executive-level client stakeholders.
• Experience with CRM, quoting, PSA, or account management tools such as HubSpot, QuoteWerks, Kaseya/Autotask, or similar platforms.
• Bachelor’s degree in Business Administration, Technology, Communications, or a related field, or equivalent experience.

What Success Looks Like

• Strong client satisfaction and retention.
• Timely, clear, and appropriately tailored client communication.
• Consistent follow-through on client commitments, open items, and internal action items.
• Accurate CRM records and current client documentation.
• Effective coordination with internal service, technical, leadership, and sales teams.
• Successful completion of QBRs, client updates, proposals, and assigned follow-up items.
• Growth of assigned accounts through appropriate service alignment and client trust.
• Demonstrated ownership of assigned accounts and responsiveness to coaching and direction.

Why Leapfrog?

We believe strong people deserve strong support. Here’s what you can expect:

• Competitive salary range of $65,000–$80,000 annually
• Medical, dental, and vision insurance
• HSA plan with company contribution
• 401(k) with company match
• Company-paid life and disability insurance
• Paid time off, paid holidays, and birthday off
• Telemedicine and virtual mental health support available from day one
• Professional development support
• Milestone anniversary rewards and long-term service recognition
• A collaborative, service-focused culture

About Leapfrog Services

Leapfrog Services has delivered managed IT and cybersecurity services since 1998. We’re serious about service, accountability, and doing things the right way — and we believe culture plays a meaningful role in performance.

We value ownership, professionalism, collaboration, and steady improvement. If you’re looking for a role where client relationships, clear communication, and thoughtful follow-through matter, this might be the Pond you’re looking for!