Are you looking for a place to work with ZERO drama, egos, hidden agendas, or corporate politics? Do you want to feel appreciated for your skills and hard work instead of having your ambition and drive sucked out of you with all the B.S. you have to deal with?

If so, read on.

Apply today to be a part of a growing team of IT professionals. Secure Future Tech Solutions is a three-time award-winning Providence Business News Best Places to Work, IT industry leader, specializing in servicing small to medium sized businesses in New England for over 31 years.

We are currently seeking a Client Account Manager Rock Star who is passionate about the IT industry and being a key connection to enhancing client growth, to join our stellar team.

The Customer Account Manager is responsible for the management of multiple clients, including heavy interaction with end users and senior decision makers for all SFT customers.

The Client Account Manager is responsible for working with our clients to address all needs, from service delivery issues/escalation, reduce their cyber risk, contract renewals, and overall fostering organizational growth via offering industry current technology solutions. Success will be accomplished by working with the client to comprehend their IT environment and business challenges and goals, and then engaging our Sales and/or Service Management teams to collaborate on optimal solutions. Client interactions will be delivered via regularly scheduled onsite visits and remote Strategic Business Review Meetings.

Secure Future Tech's Mission: To provide expert technology guidance to the SMB market, through a professional partnership that provides a solid foundation to secure and grow their businesses.

Ideal candidates will align with our mission and have the following experience:

  • Minimum bachelor’s degree in business, marketing, and/or technical certification
  • 5+ years of work experience as Customer Success or Client Relationship Manager, SaaS, B2B, with an ability to demonstrate your success.
  • Previous experience working in the Information Technology industry (Technical background. Being able to understand the products (Firewall, VPN solutions etc.) you are recommending will help you succeed in this role.
  • Client-driven personality, empathetic with emotional intelligence skills
  • Excellent communication, interpersonal, and presentation skills
  • Great relationship-building skills and an ability to adjust to the communication style of the client.
  • Analytical skills and attention to detail
  • Passion for internal cooperation and professional development
  • Readiness and enthusiasm to take over additional tasks, when necessary, responsibility and proactive work ethic
  • Business systems analysis skills
  • Excellent documentation, math, organization skills, and proposal-writing abilities
  • Strong computer skills - knowledge of Microsoft Office software; including Word, Excel, Email, Teams, and Client Relationship Management (CRM) software.

Primary Roles & Responsibilities

  • Develop an IT Roadmap and budget for each client.
  • New product, package, and pricing conversions.
  • Identify projects for the clients’ growth.
  • Execute a QBR for each client with a C-level in attendance; schedule them once per quarter, 1 year out.
  • Cross-sell each customer to be on stack, on price and on package.
  • Return an additional 60% of MRR in projects across customer base.
  • CSAT monitoring, maintenance, and growth.
  • Schedule and execute an annual business plan with a granular annual forecast by customer, by month.
  • Work with Sales Engineering to assist in generating quotes for clients.

Other Responsibilities Include:

  • Assist with onboarding, Roadmap, and budget development.
  • Assist with billing and contractual issues, informing client of correct process.
  • Provide the client’s point of view to the product development committee.
  • Oversees Contract Renewals and oversees contractual terms and conditions.
  • Works to grow the client relationship by identifying new business opportunities.
  • Proactively addresses issues, concerns and future technology and service needs that support the client's business.
  • Contributes to development of company objectives and principles and to achieve goals in creative and effective ways.
  • Exercises independent judgment in methods, techniques, and evaluation criteria for obtaining results. Also, able to create formal networks involving coordination among groups.
  • Acts independently to determine methods and procedures on new or special assignments.
  • Engaging with clients through their product journey and ensuring appropriate experience to increase adoption and retention.
  • Renewing and upgrading subscriptions of clients proactively according to customer's current need.
  • Conducting exit interviews with churned clients
  • Monitoring client’s ticket history, identifying potential issues in advance and addressing them with the client to keep client satisfaction on a high level.
  • Driving the referral program by securing satisfied client reviews and testimonials
  • Developing Case study materials for Sales Executives use
  • Building and maintaining strong relationships with clients to increase client loyalty.

How will we measure success? We’ll focus on: 

  • Existing client new MRR
  • Existing client lost MRR
  • Projects (product and labor) won or quoted during the week.
  • QBRs completed.
  • Project (product and labor) 7- to 30-day quote expiration
  • Close rate/percentage
  • Revenue (product, labor) won.
  • Total open project revenue to bill (product, labor)
  • Referrals
  • Upgrades/conversion to your full tech stack (cross-selling)
  • Develop and continually update the cross-sell opportunities spreadsheet.

We are excited to meet you!  For immediate consideration please email your resume and cover letter to: Lisa Shorr, VP,

To learn more about Secure Future Tech Solutions, visit our website: