Results-driven Managed Services Account Manager with 10+ years of experience building trusted advisor relationships, driving client retention, and identifying strategic technology and cybersecurity solutions. Proven success managing a portfolio of 30+ SMB and mid-market clients, partnering with technical and executive stakeholders to align IT investments with business objectives. Experienced in account growth, contract lifecycle management, client success, QBRs, security consulting, and cross-functional collaboration within an MSP environment. Recognized for delivering exceptional customer experiences, developing talent, and fostering long-term client partnerships.
EDUCATION
Bachelor of Science
- Major: Textiles, Apparel, and Merchandising
- Minor: Marketing
PROFESSIONAL EXPERIENCE
Managed Service Provider (Same as below, promotion) | Senior Account Manager | August 2018 – Present | Lombard, IL
- Manage a portfolio of 30+ managed services clients, serving as the primary strategic advisor and relationship owner.
- Conduct regular business reviews with client stakeholders to discuss technology roadmaps, cybersecurity initiatives, service performance, and business objectives.
- Drive client retention, satisfaction, and account growth through proactive account management and solution alignment.
- Collaborate closely with engineering, project, security, and service delivery teams to ensure successful client outcomes.
- Identify opportunities for managed services expansion, security enhancements, cloud solutions, and infrastructure modernization.
- Develop and present proposals, service agreements, renewals, and technology recommendations to executive decision-makers.
- Serve as a mentor and trainer for new Account Managers, supporting onboarding and best-practice adoption.
- Utilize ConnectWise Manage, ConnectWise Automate, Microsoft 365, and CRM platforms to manage client relationships, opportunities, and service initiatives.
Managed Service Provider | Client Service Coordinator | November 2015 – August 2018 | Lombard, IL
- Acted as a key liaison between clients and technical teams, ensuring timely issue resolution and exceptional customer service.
- Coordinated service delivery activities, including project scheduling, onsite support engagements, audits, and technical resources.
- Managed service ticket intake and escalation processes within ConnectWise.
- Developed operational procedures and documentation to improve efficiency, consistency, and employee onboarding.
- Contributed to service delivery excellence through strong communication and organizational skills.
Retail Company | Store Manager | January 1997 – August 2004 | Chicago, IL
- Directed retail store operations across multiple Midwest locations with responsibility for sales performance, staffing, and customer satisfaction.
- Recruited, trained, coached, and developed high-performing sales teams.
- Consistently met or exceeded sales goals through effective leadership, customer engagement, and operational management.
- Managed workforce planning, employee performance, inventory control, and daily business operations.
- Delivered exceptional customer experiences while maintaining strong financial and operational results.
CORE COMPETENCIES
- Managed Services (MSP)
- Client Success & Retention
- Strategic Account Management
- Technology Business Reviews
- Cybersecurity Solutions
- Microsoft 365
- ConnectWise Manage & Automate
- Contract Renewals & Negotiations
- Cross-Selling & Upselling
- Executive Relationship Management
- Project Coordination
- Team Mentoring & Training
- Customer Experience Management
- IT Services Consulting
- Business Development
- Service Delivery Collaboration
VOLUNTEER EXPERIENCE
Nonprofit Organization | 2010 – Present
- Fore the Kids Golf Outing
