Strategic Account Manager

Rekall Technologies is a leading U.S.-based managed IT services provider seeking a Strategic Account Manager (SAM) to strengthen and support relationships within our growing client base. As an MSP serving more than 200 professional firms, we rely on our SAMs to deliver clear communication, proactive guidance, and a consistent, high-quality client experience. This fully remote role is based in South Africa and requires working U.S. Eastern Time hours (9am–5pm EST / GMT -5). You’ll serve as the trusted advisor clients depend on—someone who understands their environment, tracks their ongoing initiatives, and ensures they always feel supported and informed.

Client Relationship Management

• Serve as the primary point of contact for your portfolio of clients.
• Maintain consistent communication, including annual business reviews.
• Review recent support tickets before each check-in to identify trends and proactively address concerns.
• Build strong, positive relationships where clients feel heard, supported, and guided.

Project + Onboarding Oversight

• Meet with the project engineering team weekly and deliver weekly client updates during active projects (at least one call every two weeks).
• Lead onboarding projects from kickoff through final handoff to the helpdesk.
• Ensure clients receive and understand Rekall’s support access guide at project completion.

Issue Resolution

• Manage escalations tied to tickets, communication breakdowns, or unmet expectations.
• Coordinate with internal teams to resolve issues quickly and accurately.
• Handle billing questions professionally while reinforcing the value of Rekall’s services.

Account Growth & Strategic Guidance

• Identify meaningful opportunities to expand services when they benefit the client (consultative approach only).
• Collaborate with Sales on proposals and agreements.
• Communicate new Rekall services, improvements, and system updates.
• Request referrals from satisfied clients.

Operational Collaboration

• Partner with Operations to ensure proposals, agreements, and service changes are accurate and implemented correctly.
• Conduct annual user and licensing reviews to align services with business needs.
• Maintain detailed CRM notes and follow-up tasks.

• Bachelor’s degree preferred
• MSP or technology services account management experience strongly preferred.
• Proven ability to manage client relationships and maintain high satisfaction.
• Excellent communication, organization, and follow-through.
• Ability to interpret ticket histories and identify patterns.
• Understanding of core IT services and MSP offerings.
• Experience explaining billing issues with clients
• Experience with ConnectWise required.

30,000R-45,000R Per Month