Account Manager

Leapfrog Services, Inc., a leading Atlanta-based managed IT services provider, seeks an Account Manager for Managed IT Services to own client relationships and ensure outstanding service delivery. In this role, you will act as the primary liaison for mid-sized business and nonprofit customers, aligning Leapfrog's managed services, cybersecurity, and cloud solutions with their business goals. You'll coordinate with technical teams, oversee SLAs, lead business reviews, and identify opportunities to enhance reliability, security, and efficiency in a collaborative, client-focused environment.

Responsibilities

• Serve as primary point of contact for assigned managed IT services clients

• Understand client business goals and translate them into IT service priorities

• Coordinate delivery of managed services, cloud, and cybersecurity solutions

• Monitor service performance, SLAs, and customer satisfaction

• Lead regular business reviews and roadmap discussions with clients

• Collaborate with engineers to resolve escalated technical and service issues

• Identify opportunities to improve reliability, security, and efficiency

• Prepare reports on service metrics, incidents, and project progress

• Support renewal, upsell, and cross-sell of services in partnership with sales

• Document client environments, standards, and communication plans Required Skills

• Account management

• IT service management (ITSM)

• Managed services/outsourcing

• Customer relationship management (CRM)

• Cybersecurity fundamentals

• Cloud services (e.g., Azure, Microsoft 365)

• Service Level Agreement (SLA) management

• Technical communication and documentation

• Data and performance reporting

• Upselling and renewals