Client Success Manager (msp Account Manager) | Cape Town / Jhb | Hybrid

ENVIRONMENT:

• An established and growing Managed IT Services Provider, specialising in Microsoft technologies, cloud solutions, cybersecurity and IT infrastructure, is seeking an experienced Client Success Manager / MSP Account Manager to manage an existing portfolio of approximately 40 business clients.
• This role is ideal for a technically knowledgeable Account Manager with experience in the Managed Services Provider (MSP) environment who enjoys building long-term client relationships, conducting meaningful service reviews and identifying opportunities to add value through relevant technology solutions.
• The successful candidate will focus on client retention, renewals, service coordination and growing existing accounts. There is no cold calling or new business hunting involved.
• Working closely with experienced cloud engineers, technical specialists and service delivery teams, the successful candidate will ensure clients receive appropriate solutions and consistently high standards of service.
• The company offers a collaborative working environment, structured processes, ongoing employee development and a strong focus on individual strengths, teamwork and accountability.

DUTIES & RESPONSIBILITIES:

• Independently manage an established portfolio of approximately 40 business clients.
• Build and maintain strong client relationships, acting as the primary point of contact.
• Conduct regular client meetings, service reviews and account planning discussions.
• Understand clients' IT environments, business requirements and technology challenges.
• Identify opportunities to introduce additional managed IT services, Microsoft 365, Azure, cloud, cybersecurity and infrastructure solutions.
• Manage client renewals, retention and commercial discussions.
• Identify potential service risks, client dissatisfaction and opportunities for improvement.
• Coordinate technical teams and manage client escalations, ensuring issues are followed through to resolution.
• Translate technical information into practical business recommendations that clients can understand.
• Collaborate with cloud engineers, presales specialists and service delivery teams to recommend appropriate solutions.
• Ensure clients receive value from their existing services while identifying opportunities to improve productivity, security and efficiency.
• Maintain accurate client information, service records, account plans and outstanding actions using CRM, PSA and ticketing systems.
• Ensure services and recommendations align with client requirements, contractual scope and commercial objectives.

REQUIREMENTS:

Essential Requirements:

• Minimum of 5 years' experience within an MSP IT support or managed services environment.
• Must currently manage, or have managed within the past 12 months, an independent portfolio of business clients within an MSP or a genuinely comparable recurring managed IT services environment.
• Must have independently managed approximately 40 active business clients simultaneously or have at least 5 years of directly relevant MSP Account Management experience.
• Strong, current technical knowledge of Microsoft 365, Azure, cloud services, cybersecurity and IT infrastructure.
• Practical knowledge of Microsoft 365 licensing, subscription plans and business client tenant configurations.
• Good understanding of Azure Virtual Machines, storage, networking and security within an MSP environment.
• Proven experience conducting client service reviews, managing renewals, handling escalations and identifying opportunities for account growth.
• Experience working closely with technical engineers and service delivery teams.
• Ability to understand technical solutions and confidently explain their business benefits to clients.
• Experience using CRM, PSA or IT ticketing systems.
• Strong commercial awareness and the ability to balance client requirements with service delivery and profitability.
• Must be based in Cape Town or Johannesburg and comfortable with a hybrid working arrangement.

Advantageous Requirements:

• Microsoft 365 or Microsoft Azure certifications.
• Experience managing Microsoft-focused business client environments.
• Experience identifying opportunities to introduce additional cloud, security and managed IT services.

ATTRIBUTES:

• Excellent communication and interpersonal skills.
• Strong relationship management and client engagement abilities.
• Technically curious, with a genuine interest in keeping up with evolving technology.
• Commercially minded, with the ability to identify solutions that provide real business value.
• Accountable, dependable and committed to following through on responsibilities.
• Proactive in identifying client needs and potential risks.
• A strong team player who works well with technical and non-technical colleagues.
• Empathetic and approachable, with the ability to explain technology without overwhelming clients.
• Organised and comfortable managing multiple client relationships and competing priorities.
• Open to feedback, continuous learning and professional development.