Position Summary The Account Executive is responsible for maintaining client satisfaction, coordinating renewals and approvals, and serving as the primary point of contact for non-strategic account communication. This role operates alongside the vCISO, who owns the technical roadmap and strategy. The AE ensures consistent client engagement, manages scope and quoting logistics, and helps reinforce delivery accountability.

This is a coordination and communication role, not a sales closer or technical lead. The AE keeps things moving: proposals, approvals, renewals, feedback, timelines. It’s the role that ensures expectations are clear, details don’t get dropped, and clients feel confident and informed.

Key Responsibilities

Client Engagement and Relationship Management

- Serve as the main point of contact for assigned clients outside of roadmap and technical strategy

- Conduct check-ins and maintain regular communication with key decision-makers

- Track client sentiment, gather feedback, and document follow-up actions

- Participate in scheduled TBRs with the vCISO and ensure deliverables are reviewed and logged

Quoting and Commercial Coordination

- Create and track quotes for MRR changes, renewals, and project recommendations

- Manage contract renewals and ensure changes are reflected in billing and agreements

- Coordinate with vCISO and Project Management for scope confirmations and delivery alignment

- Track pending approvals, outstanding budget requests, and proposal status

Internal Coordination and Documentation

- Maintain accurate client records in PSA, CRM, and quoting tools

- Monitor and update renewal calendars,



project status, and proposal pipelines

- Coordinate with TAMs, CS, and Service Desk teams on active or pending initiatives

- Assist in pre-TBR planning to ensure delivery items are properly reflected

Client Advocacy and Retention Support

- Monitor delivery milestones and escalate issues that could impact satisfaction or renewals

- Act as internal client advocate, raising concerns and helping prioritize follow-through

- Provide regular reporting to leadership on account health and progress

Success Metrics

- Renewal and upsell conversion rates (MRR / NRR)

- % of roadmap items closed or advanced on schedule

- TBR delivery rate and participation

- Quoting and contract accuracy / approval timelines

- PSA/CRM data accuracy and task compliance

- Client retention and satisfaction for assigned accounts

Qualifications

Required:

- 3–5 years of experience in account management, client success, or quoting in a B2B setting.

- Experience working with CRM or PSA systems (e.g., Autotask, ConnectWise, Salesforce).

- Strong communication skills, both written and verbal.

- Proven ability to manage multiple active clients and priorities concurrently.

Preferred:

- Experience in an MSP or IT services firm

- Familiarity with TBR/QBR processes and IT service catalogs

- Comfort reviewing scopes of work and project quotes with clients

Traits & Work Style

· Detail-oriented and follow-through driven

· Empathetic communicator and client-first mindset

· Organized, structured, and comfortable in a coordination-heavy role

· Confident discussing budgets, renewals, and service timelines

📌 Account Executive (Edmonton)
🏢 framewerx
📍 Edmonton