About Us The unicorn company Arctic Wolf was founded in the USA in 2012 and is a leader in security operations in an exciting and fast-growing industry - cybersecurity. Our commitment to customer and employee satisfaction, combined with a stable track record characterised by doubling our sales and employee numbers for five consecutive years, have made us an industry leader. In April 2021, we decided to expand globally with the goal of providing companies worldwide with first-class protection. Arctic Wolf is therefore a global leader in security operations, delivering the first cloud-native security operations platform to end cyber risk. Powered by threat telemetry spanning endpoint, network, and cloud sources, the Arctic Wolf® Security Operations Cloud ingests and analyses trillions of security events each week to enable critical outcomes for most security use cases. The Arctic Wolf® Platform delivers automated threat detection and response at scale and empowers organisations of any size to stand up world-class security operations with the push of a button.

Our mission is simple! End Cyber Risk

Position Overview:
The Manager of MSP Account Managers is responsible for overseeing and leading a team of Account Managers who are tasked with managing and nurturing relationships with Managed Service Provider (MSP) clients. This role involves ensuring the team’s success in meeting client needs, driving account growth, retaining customer base, delivering excellent customer service, and maintaining high client satisfaction levels.

Key Responsibilities:

Lead, manage, and mentor a team of MSP Account Managers to ensure performance goals and KPIs are met.

Provide ongoing coaching and support to team members, ensuring continuous professional development.

Conduct regular performance reviews, setting clear objectives and expectations for individual and team growth.

Oversee and support Account Managers in managing day-to-day relationships with MSP clients.

Ensure proactive communication with clients to understand their needs and resolve issues promptly.

Work with clients to identify opportunities for additional services, upselling, and expansion.

Ensure client satisfaction through regular touchpoints, follow-up, and effective issue resolution.

Retain renewals and forecast any churn risk appropriately

Develop and implement strategic account plans to ensure the long-term success of client relationships.

Collaborate with clients to understand their business objectives and align MSP services to meet these needs.

Drive initiatives that enhance the value of services provided and promote client retention.

Track and report on the performance metrics of the Account Manager team, including revenue growth, customer retention, and service delivery satisfaction.

Implement and maintain reporting structures to assess team productivity and client outcomes.

Work closely with sales, technical, and operational teams to ensure seamless service delivery for MSP clients.

Collaborate with leadership to refine and improve account management processes and best practices.

Participate in internal meetings to provide insights on client feedback and market trends.

Establish and implement processes for effective client onboarding, service delivery, and problem resolution.

Continuously assess and improve account management practices to ensure efficiency and quality of service.
 

Skills & Qualifications:

Bachelor’s degree in Business, Information Technology, or a related field.

Proven experience in account management, customer service, or client-facing roles within an MSP or IT services environment.

Previous team leadership experience, with a focus on coaching, mentoring, and developing team members.

Excellent communication, negotiation, and interpersonal skills.

Ability to analyze data, assess performance metrics, and develop strategies for improvement.

Deep understanding of MSP business models, products, and services.

Ability to build and maintain long-term client relationships while achieving business goals.

Experience with Salesforce and reporting tools (Clari, Gong, Tableau).
 

Preferred Qualifications:

Experience managing MSP or IT services account management teams.

Bilingual : English required additional ability to understand/speak German or French

Why Arctic Wolf?

At Arctic Wolf we’re cultivating a collaborative and productive work environment that welcomes a diversity of backgrounds, cultures, and ideas to make our teams even stronger as we grow globally. 

We offer all wolves a compelling compensation and benefits packages, including 28 days per year annual leave, 8 bank holidays, paid time off to volunteer together with a comprehensive private medical and life insurance, pension, and company equity shares. Also, we want to ensure all employees to have a good work-life balance offering a robust Employee Assistance Programme, professional career progression and so much more!

Come join the Pack during this exciting time of rapid growth where every employee makes a difference, and their contributions are recognised and rewarded.