Job Overview
The Strategic Account Manager serves as the primary steward of client relationships following the sales process. This role ensures alignment between the client’s Performance-Driven IT model and their evolving business objectives. Acting as the main point of contact for all non-technical client matters, the Strategic Account Manager oversees communication cadence, account health monitoring, contract lifecycle management, and strategic alignment. While engineering and operations teams handle technical execution, this role focuses on maintaining strong client relationships, ensuring transparency, and supporting long-term account growth.

Schedule
Full-time, Monday - Friday, remote (exact hours as agreed with the client)

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations  

Responsibilities

Client Relationship Management

• Serve as the primary non-technical point of contact for assigned client accounts
• Conduct regular client check-ins and maintain ongoing communication with key stakeholders
• Provide updates regarding service delivery, ongoing initiatives, and strategic direction
• Ensure clients have clear expectations around communication and engagement

Account Health Monitoring

• Review client account health indicators and dashboards regularly
• Monitor service ticket trends and identify potential operational concerns
• Identify patterns in client feedback or billing inquiries that may signal risk
• Escalate potential issues to internal operations teams and ensure clients receive updates on resolutions

Strategic Reviews and Planning

• Schedule and lead Monthly Meetings, Quarterly Business Reviews (QBRs), and annual strategy sessions
• Prepare review agendas and coordinate with technical teams for relevant insights
• Present performance metrics and service outcomes to clients
• Align service recommendations with business goals and contractual scope

Proposal Follow-Up and Scope Coordination

• Follow up with clients regarding pending proposals or service changes
• Clarify scope questions and coordinate revisions between clients and internal teams
• Ensure open proposals maintain forward momentum and are escalated internally when necessary

Contract and Renewal Management

• Track client contract timelines and renewal dates
• Initiate renewal discussions 90–120 days prior to contract expiration
• Coordinate with internal stakeholders to ensure services remain aligned with contract scope
• Support the renewal process and confirm expectations with clients

Licensing and Service Coordination

• Confirm client requests for licensing or service adjustments
• Document client approvals and coordinate internally with procurement or operations teams
• Ensure all changes are clearly communicated and properly documented

Billing Relationship Support

• Address high-level client questions related to billing and invoices
• Surface unpaid invoice concerns and coordinate resolution with the finance team
• Help maintain transparency and trust regarding financial matters

Revenue Retention and Growth Support

• Monitor service utilization and identify potential expansion opportunities
• Collaborate with sales teams when additional services may benefit the client
• Support client retention through proactive relationship management and service alignment

Requirements / Qualifications

• Proven experience in Account Management, Client Success, or Strategic Client Relationship roles, preferably within IT services, MSP, or technology environments
• Strong ability to manage multiple client accounts and maintain high-level relationships with stakeholders
• Excellent communication, presentation, and interpersonal skills
• Experience facilitating Quarterly Business Reviews (QBRs) or strategic client meetings
• Strong organizational and problem-solving skills with the ability to identify risks and escalate concerns appropriately
• Ability to collaborate effectively with cross-functional teams including operations, engineering, finance, and sales
• Experience with client relationship management tools, service dashboards, or account health monitoring systems is preferred
• Ability to work independently in a remote environment while maintaining strong communication with internal teams
• Bachelor’s degree in Business, Information Technology, or related field preferred but not required with relevant experience

Side Note
This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional compensation is based on experience and performance during the application process.

Reminder
Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.