Account Manager (AM)

RoundTable Technology is a growing IT company offering premier managed IT services to nonprofits. They are seeking an Account Manager to take ownership of the client lifecycle, collaborate with non-profit leadership, and develop strategies to drive client success. The role involves building relationships, ensuring customer satisfaction, and contributing to revenue growth through upselling and cross-selling opportunities. Responsibilities Collaborate with clients to develop and maintain technical and strategic roadmaps aligned with their mission and goals Identify areas of risk or misconfiguration and escalate through internal support, consulting, and project channels Conduct onsite technical reviews and alignment audits on a recurring schedule Provide guidance on IT best practices, security standards, cloud services, and infrastructure optimization Act as a bridge between client leadership and technical teams to translate organizational needs into actionable projects Help oversee hardware and software lifecycle management, vendor coordination, and IT budgeting Proactively engage with non-profit clients to understand their organizational objectives, challenges, and requirements Cultivate and maintain strong relationships with key client stakeholders, becoming a trusted advisor on technology services and best practices Take ownership of client accounts, ensuring timely and successful delivery of our services. Collaborate with internal teams to address client needs effectively Implement strategies to enhance customer satisfaction, loyalty, and retention. Maintain a Customer Retention Rate of at least 97% for the assigned portfolio Drive revenue growth through upselling and cross-selling opportunities. Identify and capitalize on opportunities for upsell and cross-sell revenue contributing to sustained growth across all accounts Execute established check-in schedules with each client, typically on a monthly basis. Log all client meetings in the system of record weekly as they occur. Provide meeting notes to the client within 48 hours, clearly identifying action items, owners, and expected response times Establish and maintain a minimum of one annual Executive Business Review with key stakeholders. Produce and assess an Alignment Checklist/Cyber Baseline Report illustrating client progress towards goals and a roadmap for the next steps Demonstrate a learning mindset and a commitment to personal growth and development by seeking out training opportunities and actively learning. Actively participate in RoundTable Technology’s culture, including demonstrating and modeling our core values Collaborate with Technical Account Managers, support, escalations, and strategic consultants to align service delivery with client goals. Contribute to the development of best practices, toolkits, and internal knowledge sharing Help maintain client documentation and records Skills Proven experience in customer success, service delivery, client-facing operations, or a related role 1+ years of experience in IT, systems administration, or technical account management, preferably within an MSP or nonprofit context Demonstrated ability to build client trust, translate technical concepts, and deliver strategic guidance Understanding of the non-profit sector and its unique challenges Excellent communication and interpersonal skills. Comfortable meeting and communicating with C-Level executives Ability to prioritize and manage multiple tasks while maintaining attention to detail Technical aptitude and the ability to quickly grasp new technologies Strong problem-solving and decision-making skills Strong leadership and mentoring skills, with the ability to guide and support junior team members Ability to work independently and as part of a team, prioritize tasks, and manage multiple projects simultaneously and independently Strong customer service orientation and a commitment to delivering high-quality solutions Benefits Health/Dental Insurance Long & Short-Term Disability Life Insurance 401k with Matching (available after 1 year of employment) Reimbursement for professional development and training PTO days & Holidays Company Overview RoundTable Technology offers cybersecurity, network solution, project management, and managed IT services. It was founded in 2010, and is headquartered in Lewiston, Maine, USA, with a workforce of 11-50 employees. Its website is