Director of Client Accounts in Toronto

We are looking for a service-oriented Managed IT Services Director of Client Accounts who can lead strategic client relationships, guide IT strategy/budget planning and act as a trusted advisor to a portfolio of clients. Reporting to the Chief Client Officer, you will manage a portfolio of clients and lead a team of 4-8 IT Support Technicians. This hybrid role involves working from our mid-town Toronto office, client sites and remotely. The ideal candidate will be dedicated to delivering an exceptional client experience, strengthening client retention, identifying opportunities to grow existing accounts and coaching a team to exceed targets and client expectations.

What You Will Be Doing

• Work strategically with clients and internal subject matter experts to build client scorecards, multi-year IT roadmaps and budget plans that align technology investments with client business objectives.
• Collaborate with the Client Support Manager to ensure clients receive timely and accurate product updates, quotes and order fulfillment.
• Lead client-facing project communications and provide strategic oversight to ensure projects support client business priorities, technology roadmaps and long-term account objectives with operational support from the Client Support Manager.
• Ensure best practices and proactive planning for client environments, including regular review of risks, lifecycle needs, budget priorities and opportunities to improve client retention.
• Follow up with clients, provide feedback and resolve issues.
• Deliver and conduct regular strategic scorecard reviews and develop client roadmaps to meet business objectives.
• Identify and position solutions that align with client business objectives, strengthen retention and grow revenue within assigned accounts.
• Develop and maintain strategic client relationships through executive-level calls, meetings, business reviews and client events.
• Prepare client quotations, proposals and presentations.
• Work collaboratively with the Client Support Manager to ensure seamless procurement, renewals and vendor coordination for client needs.
• Collaborate with Finance to monitor and support client account management.

Team Management

• Empower experienced team members to leverage their expertise and manage client outcomes independently, providing coaching, strategic guidance and escalation support where needed.
• Partner with team members to balance project delivery, client priorities and daily operational demands, ensuring focus on the highest-value activities for clients and the business.
• Build strong team morale while maintaining a commitment to quality, integrity, accountability, client retention and strategic account outcomes.
• Lead hiring, training, mentoring and disciplinary processes while coaching team members to communicate professionally, identify client needs and support trusted-advisor relationships.
• Oversee service tickets, client IT documentation and daily time records.
• Monitor team resource availability, absences and certifications.
• Recommend and implement process improvements.
• Work collaboratively with team members, Directors and Client Support Manager to discuss best practices and balance workloads.
• Occasional (infrequent) short-span national/international travel as required.
• Occasional after-hours and on-call work as required.

Who You Are

• Proactive and service-oriented professional with a passion for technology, client satisfaction, strategic client relationships and trusted-advisor service.
• Skilled and tech-savvy communicator with strong business acumen and the ability to connect IT Strategy, risk, budget planning and business outcomes.
• Supportive team player with a strong team-first mentality.
• Organized, efficient and goal focused, while maintaining a high level of integrity and ownership for client retention, satisfaction and account growth.
• A self-starter with a keen sense of ownership and accountability.
• Committed to ongoing professional development.
• Willing leader who inspires, mentors and motivates your team.

What You Need

• 5+ years working as an IT Leader or comparable role in IT Services or SMB space.
• Ability to explain IT solutions in nonexpert terms and relate their value to a client's business objectives, risk profile, budget priorities and long-term IT strategy.
• Experience with IT concepts, tools and solutions (Cloud, Network, Cybersecurity, BCDR, Microsoft 365 & Azure, Google Workspace, WatchGuard, Lenovo, ConnectWise, IT Glue, ScalePad, etc.).
• Experience with evaluation, adoption or integration of AI-enabled business solutions is an asset.
• Experience preparing strategic business reviews, presentations, proposals, quotes and budget recommendations for clients.
• Experience managing projects with multiple resources both internal and external.
• Strong end-user computer skills and basic accounting knowledge.
• Working knowledge of CRM tools and ticketing systems such as ConnectWise an asset.
• Excellent proficiency in English - both spoken and written.
• Degree or Diploma in Information Technology, Computer Science, Business Management or equivalent professional experience in IT strategy, client advisory, account management or business leadership.
• Valid Driver's License and full access to a reliable all-season vehicle.
• All Starport candidates/employees must pass a security background check (to be completed annually).

Who We Are

Founded in 2006, with headquarters in Toronto, Starport is a leading Managed IT Service Provider (MSP) in Canada. Our growing team of more than 70 professionals provides end user support, network/server administration, cloud hosting and cyber security services to more than 175 small and medium-sized businesses in major Canadian cities and across North America. Our management team has actively developed a strong reputation with a wide range of industries, expanding services to include a security operations center, data center facilities, a new Calgary team in the emerging Alberta market and a service desk team based out of Prince Edward Island. Each team member contributes to Starport’s success with a rich range of experience from diverse professional and technical backgrounds. As part of the Lyra Technology Group, we are uniquely positioned to extend cross-selling opportunities to the North America and global business communities. We take pride in our work and share a passion for technology. Please visit www.starport.ca for further information.