Position Overview

The Strategic Account Executive is responsible for managing and growing relationships with existing TST clients while protecting and expanding recurring revenue. This role acts as a strategic advisor to clients, ensuring service alignment, long-term satisfaction, and proactive identification of technology improvements, risks, and growth opportunities.

The Strategic Account Executive is both client-facing and internally collaborative, working closely with service, project, and leadership teams to deliver a seamless client experience and drive retention, renewals, and expansion.

Key Responsibilities & Daily Tasks

Client Relationship Management

• Serve as the primary point of contact for assigned client accounts
• Build and maintain strong, trust-based relationships with key decision-makers
• Conduct regular client check-ins to assess satisfaction and identify concerns
• Ensure clients understand services, SLAs, and support processes

Customer Satisfaction & Issue Resolution

• Monitor client service tickets and trends to identify recurring issues or risks
• Coordinate with service teams to resolve escalations efficiently and professionally
• Follow up with clients after major incidents to confirm resolution and confidence
• Track and improve customer satisfaction metrics

Strategic Account Planning & Business Reviews

• Prepare and deliver Quarterly or Technical Business Reviews
• Review IT health, ticket trends, cybersecurity posture, and roadmap initiatives
• Identify technology gaps and recommend upgrades, projects, and improvements
• Align IT strategy with each client’s business goals and growth plans

Contract Renewals & Revenue Protection

• Manage contract renewal timelines and ensure early, accurate renewals
• Review licensing, service usage, and scope changes
• Prevent churn by addressing dissatisfaction proactively
• Protect pricing, margin, and Monthly Recurring Revenue

Upsell, Expansion & Cross-Sell

• Identify opportunities for additional recurring and project-based revenue
• Recommend services such as security enhancements, cloud solutions, backup, and voice
• Collaborate with technical teams to build scopes and proposals
• Present solutions in a consultative, value-driven manner

Internal Coordination & Communication

• Work closely with service managers, engineers, and project teams
• Communicate upcoming projects, risks, and major changes internally
• Participate in internal account reviews and planning meetings
• Advocate for client needs while aligning with operational realities

CRM & Administrative Responsibilities

• Maintain accurate CRM records including notes, renewals, and opportunities
• Track account activity, QBR outputs, and roadmap items
• Maintain accurate forecasts for renewals, upsells, and expansion opportunities

Required Skills & Qualifications

• 3 or more years of experience in account management, customer success, or sales
• Strong relationship-building and communication skills
• Ability to manage multiple accounts and priorities effectively
• Basic understanding of IT services, managed support, and cybersecurity concepts
• Strong organizational and documentation skills

Preferred Qualifications

• Experience working in a Managed Service Provider environment
• Experience conducting Quarterly Business Reviews or strategic client meetings
• Familiarity with CRM systems and sales enablement tools
• Comfort identifying and presenting upsell or expansion opportunities

Benefits & Perks

• Paid Time Off program in accordance with company policy
• Company-observed paid holidays
• Health insurance options available to eligible employees
• CrewHu employee recognition and rewards program
• $50 monthly cell phone stipend
• Company-provided equipment and tools
• Ongoing training and professional development opportunities