Job Description

My client in the MSP / IT Telecommunications industry is looking for a highly effective Account and Client Project Manager.
The Account and Client Project Manager shall define clear project objectives, develop detailed project plans, and establish performance metrics to guide execution. The Account and Client Project Manager shall also oversee quality assurance processes throughout the project lifecycle, proactively managing risks, resolving issues, and ensuring consistent communication with stakeholders to maintain transparency and alignment.
The Account and Client Project Manager is also responsible for building and nurturing long-term relationships with all clients. The Account and Client Project Manager acts as one of the main points of contact for clients, ensuring they receive exceptional service, value, and support.
The Account and Client Project Manager role involves understanding each clients business needs, aligning MSP services to meet those needs, and identifying opportunities for growth and innovation.
The Account and Client Project Manager is accountable for the end-to-end delivery of projects, ensuring they are completed on time, within scope, and within budget. This role involves detailed planning, execution, monitoring, and closure of projects, often across multiple clients and stakeholders.
Key responsibilities include identifying and securing necessary resources, coordinating cross-functional teamsincluding internal staff and external vendorsand managing all aspects of project execution to ensure alignment with strategic goals and client expectations.
This role demands strong leadership, organizational, and communication skills, as well as the ability to manage multiple projects and clients simultaneously in a dynamic and fast-paced Managed Services Provider (MSP) environment.
The responsibilities shall include, but not to be treated as an exhaustive list, namely:
Project Management
Customer Communication

• Act as one of the main points of contact for clients, understanding their requirements and ensuring clear and consistent communication throughout the project lifecycle.
• Manage client expectations and ensure satisfaction through regular updates and transparent communication.
• Conduct project post-mortems and create recommendations report to identify successful and unsuccessful project elements.

Technical Team Collaboration

• Work closely with the technical team to discuss client requirements and translate them into actionable tasks.

Project Planning and Execution

• Define project scope, goals, and deliverables that support business goals in collaboration with senior management and stakeholders.
• Develop comprehensive project plans that outline the scope, timeline, and resources required for successful project implementation.
• Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.
• Estimate the resources and participants needed to achieve project goals.
• Draft and submit budget proposals and recommend subsequent budget changes, where necessary.

Scheduling and Coordination

• Schedule tasks with the technical team, identifying timelines and ensuring that all team members are aware of their responsibilities and deadlines.

Progress Reporting

• Provide regular feedback and progress reports to clients, keeping them informed of project status and any potential issues.

Risk Management

• Identify potential risks and develop mitigation strategies to ensure project success.
• Proactively manage changes in project scope, identify potential crises, and devise contingency plans.
• Identify and manage project dependencies and critical paths.
• Monitor and report on project progress, risks, and issues to all necessary stakeholders.

Quality Assurance

• Ensure that all deliverables meet the highest quality standards and client expectations.

Process and Documentation

• Ensure all project documentation is complete, current, stored appropriately and readily accessible to senior management.
• Implement and manage project changes and interventions to achieve project outputs.
• Develop best practices and tools for project execution and management.

Account Management
Client Relationship Management

• Build and maintain strong, long-lasting client relationships.
• Serve as one of the main points of contact for clients.
• Understand client needs and ensure they are met.
• Conduct regular business reviews and strategic planning sessions with clients.
• Ensure high levels of client satisfaction and proactively address concerns and/or issues.
• Address client issues and provide timely solutions.
• Coordinate with internal teams to resolve client problems, concerns and/or complaints.

Account Strategy and Growth

• Develop and execute account plans to drive client retention, satisfaction, and revenue growth.
• Identify upsell and cross-sell opportunities for managed services, cloud solutions, cybersecurity, and professional services.
• Collaborate with technical teams to design tailored solutions that align with client objectives.
• Track and report on account performance, growth metrics, and client health indicators.
• Identify new sales opportunities within existing accounts.

Service Delivery Oversight

• Coordinate with service delivery teams to ensure Service Level Agreements (SLAs) are consistently met or exceeded.
• Monitor ticket trends, service quality, and project delivery for assigned accounts.
• Escalate and resolve service issues in a timely and effective manner.
• Advocate for the client internally to ensure their needs are prioritized.

Contract and Financial Management

• Manage contract renewals, pricing discussions, and service level agreements.
• Ensure accurate billing, scope adherence, and profitability of each account.
• Forecast revenue and contribute to budgeting and planning processes.
• Conduct procurement and scoping actions as necessary to ensure correct deliverables are accomplished.
• Collaboration and Reporting

• Work closely with sales, technical, and operations teams to ensure seamless service delivery.

• Maintain accurate records of client interactions, opportunities, and account status in CRM systems.

• Provide regular reports and insights to senior management on account performance and risks.

• Ensure Quarterly Business Reviews are completed timeously.

• Prepare and present reports on account status.

• Maintain accurate records of client interactions and transactions.

Internal Coordination

• Act as a liaison between the client and internal departments.

Requirements / competencies / attributes shall include:

• Grade 12 qualification.
• Project Management certifications, Business Administration, and/or a related field would be beneficial.
• +/- 5 years experience as a Project / Account Manager, preferably in a Managed Services Provider (MSP) environment.
• +/- 5 years experience with IT infrastructure, cloud services, cybersecurity, and IT related service delivery models.
• Technical background or certifications (e.g., Microsoft, 3CX, Cisco, Yeastar) is a plus.
• Should be Microsoft Certified in Account Management / Sales related certifications.
• Must have strong interpersonal skills as well as conflict resolution and negotiation skills.
• Excellent organizational and time-management abilities.
• Proficiency in project management software and tools.
• Proven ability to manage multiple high-value clients and complex relationships.
• Ability to work effectively under pressure and manage multiple projects / accounts simultaneously.
• Self-motivation and desire for self-development/improvement.
• Must be an effective team player.
• Must have Integrity and a strong sense of confidentiality.
• Beproactive, reliable, responsible, and accurate with an attention to detail.

Additional notes:

• Shall be required to travel to client sites / company offices.
• National travel shall be required, on occasion.
• Standard business hours with occasional after-hours support for escalations.

Please note that should not receive any feedback after 2 (two) weeks of your application, please consider it as unssucessful.

Skills Required