Account and Project Manager

Job Role: Account (60%) and Project (40%) Manager

Working Schedule: Monday – Friday, 8am – 5pm Hawaiian Standard Time

Work Arrangement : On-Site

Salary: $63,250 - $86,250 Monthly

Employer: MSP Company located in Maui, Hawaii

The Role

This is a combined role with a 60% Account Management / 40% Project Management split. You will serve as the primary business contact for a portfolio of managed service clients while also planning and coordinating MSP projects from scope development through delivery and client acceptance.

If you thrive on building lasting client relationships, keeping complex engagements organized, and working alongside technical teams to deliver great outcomes. This role is for you!

What You Will Do

Account Management (60%)

Manage Client Relationships

• Serve as the primary business contact for assigned clients
• Build and maintain long-term, trust-based client relationships
• Maintain regular communication to understand client needs, priorities, and concerns
• Review client satisfaction feedback and proactively address relationship risks

Coordinate Client Reviews and Service Alignment

• Lead account reviews, service planning meetings, and ongoing service discussions
• Review service performance, recurring issues, and open concerns with clients
• Track follow-up items and ensure the right internal teams are engaged
• Identify opportunities to improve service delivery and communication

Align Expectations With Service Capabilities

• Ensure client expectations remain aligned with supported services and operational capabilities
• Communicate service boundaries, responsibilities, and timelines clearly
• Avoid committing to unapproved scope, pricing, or technical outcomes
• Escalate expectation changes to Operations, Sales, or technical leadership as needed

Maintain Accurate Account Information

• Keep accurate client contacts, account records, agreements, notes, and documentation
• Track client decisions, approvals, service changes, and account updates
• Ensure important client information is documented and accessible to internal teams

Support Growth, Renewals, and Service Changes

• Identify opportunities for additional services, account improvements, or renewals
• Coordinate opportunities with Sales at the appropriate time
• Support service adjustments and account-related changes
• Communicate operational impacts of proposed account changes before commitments are made

Escalate Risks and Relationship Concerns

• Identify recurring dissatisfaction, communication breakdowns, and service concerns
• Escalate significant client concerns to Operations or leadership when needed
• Help coordinate communication during high-impact client situations

Support Internal Account Coordination

• Communicate relevant client updates, priorities, and changes to internal teams
• Coordinate across Operations, Sales, Service Desk, and technical resources when client needs span multiple areas
• Maintain clear ownership of outstanding account-related actions and ensure handoffs are completed

Project Management (40%)

Develop and Manage Statements of Work (SOWs)

• Support the Sales Manager in client liaison, discovery, and SOW development
• Translate client business needs into project objectives, deliverables, assumptions, exclusions, dependencies, and acceptance criteria with input from Operations and technical teams
• Coordinate technical validation, effort estimates, resource requirements, and budget inputs before commitments are made
• Obtain required internal approvals and client approval of the SOW before execution

Lead Project Planning and Delivery

• Lead project planning, kickoffs, implementation coordination, and closeout for MSP initiatives including managed IT services, Microsoft 365, cybersecurity, cloud services, and networking
• Use the client-approved SOW as the delivery baseline; ensure all work conforms to agreed scope, schedule, and acceptance criteria
• Create and maintain project plans, schedules, milestones, task ownership, dependencies, and resource forecasts
• Coordinate cross-functional project teams and vendors with the Operations Manager

Track Budgets and Project Progress

• Track approved project budgets, resource usage, actual spend, and forecast costs throughout the project lifecycle
• Report budget variances and resource constraints to the Operations Manager and coordinate corrective action
• Serve as the primary client contact for project communication; lead project meetings and communicate status, milestones, risks, and next steps

Manage Risks, Issues, and Changes

• Identify, track, and mitigate project risks, issues, and unresolved dependencies
• Escalate significant scope, schedule, budget, resource, or client concerns with proposed solutions
• Manage change requests and change orders; document proposed changes and coordinate required approvals before authorizing out-of-scope work

Support Change Management and Project Closeout

• Support client organizational change management through implementation communications, training coordination, and transition planning
• Coordinate deliverable review, technical validation, and documented client acceptance
• Complete project closeout and hand off documentation and support requirements to Operations and Service Desk

What You Bring

Knowledge, Skills & Abilities

• Strong relationship management and client communication skills; ability to build trust with long-term clients
• Ability to understand client business needs and connect them to appropriate services and internal resources
• Strong written and verbal communication skills with both technical and non-technical audiences
• Ability to manage client expectations and clearly communicate service boundaries, timelines, and next steps
• Strong organization and follow-through across multiple clients, priorities, meetings, and outstanding actions
• Ability to coordinate activities across Operations, Sales, Service Desk, technical teams, and client stakeholders
• Ability to identify client concerns, relationship risks, recurring dissatisfaction, and communication breakdowns
• Working knowledge of managed IT services, Microsoft 365, cybersecurity, cloud services, networking, and common business technology
• Ability to understand technical issues well enough to communicate impact, status, and next steps without performing the technical work
• Project management skills covering scope definition, planning, scheduling, budgeting, resource allocation, dependency management, stakeholder communication, change control, and delivery acceptance
• Familiarity with methodologies such as Waterfall and tools such as Microsoft Project, Asana, Jira, or equivalent
• Ability to analyze project progress and financial data, mitigate risks, forecast resource needs, and report status and corrective actions
• Ability to help prepare clear SOWs including deliverables, exclusions, assumptions, dependencies, and acceptance criteria
• Ability to verify delivery against the client-approved SOW, control scope changes, and obtain documented approvals and acceptance
• Strong leadership, negotiation, vendor coordination, and interpersonal skills
• Working knowledge of organizational change management and awareness of security, confidentiality, and data privacy requirements
• Strong judgment, professionalism, accountability, and attention to detail
• Ability to manage competing priorities in a fast-paced, multi-client environment

Experience & Credentials

• 3+ years of experience in account management, client success, customer service, project coordination, or a related client-facing role preferred
• Experience working in a managed services, IT services, technology, or business-to-business service environment preferred
• Experience managing multiple client relationships and coordinating activity across internal teams
• Experience leading or participating in client review meetings, service discussions, and account planning conversations
• Experience supporting renewals, service changes, and account growth opportunities
• Experience planning and managing MSP or IT projects through scope development, implementation, change control, client acceptance, and closeout
• Experience managing project schedules, budgets, resources, dependencies, risks, approvals, change orders, and stakeholder communication
• Working familiarity with managed IT services, Microsoft 365, cybersecurity, cloud services, networking, and common business technology preferred
• Experience using CRM, PSA, ticketing, project management, or similar business systems
• Experience maintaining accurate account notes, client records, agreements, and related documentation
• Strong written and verbal communication experience with client stakeholders and internal teams
• Experience collaborating with Sales and technical teams on client discovery, SOW preparation, estimates, and delivery verification
• High school diploma or equivalent required; associate or bachelor’s degree in business, communications, technology, or a related field preferred
• Relevant account management, customer success, project management, or technology certifications preferred but not required
• Project Management Professional (PMP) or comparable project management certification preferred but not required

Benefits

• Bonus: Annual bonus eligible
• Retirement: 401(k) plan
• Health: Medical, dental, and vision insurance
• Time Off: Paid holidays and PTO accrual based on employment duration

Pay: $63,250.00 - $86,250.00 per year

Work Location: In person