Account Manager — Managed Services

About Us Computer Engineering Group (CEG) is a Napa Valley\-based managed service provider delivering IT support, infrastructure management, cloud services, cybersecurity services, and strategic technology guidance to businesses across the wine, hospitality, agriculture, and nonprofit industries. We are a close\-knit team that takes pride in building real relationships with our clients — many of whom have trusted us for years. We are looking for an Account Manager who can help strengthen those relationships through proactive communication, organized follow\-through, and strong coordination between clients and our internal teams. The Role As Account Manager, you are the primary relationship owner for a defined portfolio of managed services clients. You are not a salesperson chasing cold leads. You are responsible for client satisfaction, account health, clear communication, and the smooth coordination of IT services. You will work closely with CEG’s helpdesk, dispatch, field engineers, project leads, purchasing, billing, and leadership team to ensure clients feel heard, informed, and supported. This role does **not** directly manage technicians, dispatch, or project resources. Success depends on working through CEG’s service processes, clarifying client needs, communicating expectations, and keeping follow\-up organized without bypassing internal workflows. This is an in\-office role based in Napa, CA, with regular on\-site visits to clients throughout the Napa Valley and surrounding areas. What You’ll DoClient Relationship Management * Serve as the day\-to\-day point of contact for a defined portfolio of managed services accounts * Build trusted relationships with client stakeholders across leadership, operations, finance, and department\-level contacts * Conduct regular cadence meetings with clients to review open items, service concerns, upcoming projects, cybersecurity posture, and technology planning needs * Prepare and present client\-facing materials including service reviews, reporting summaries, project updates, and meeting agendas * Proactively communicate service updates, project timelines, client responsibilities, delays, risks, and next steps before clients have to ask * Help clients feel informed, prioritized, and confident in CEG’s service delivery Account Health \& Retention * Monitor account health across your client portfolio and flag risks early * Identify and document client needs, upcoming renewals, hardware refresh cycles, service gaps, and expansion opportunities * Coordinate with the technical team to confirm project and ticket status, clarify next steps, and communicate accurate updates to clients * Manage client escalations with professionalism, urgency, and follow\-through * Build multi\-contact depth at each account so CEG relationships are not dependent on a single client contact * Support long\-term client retention through consistent communication and organized account management Coordination \& Operations * Work within ConnectWise or similar PSA tools to review tickets, log time, track quotes, manage activities, and maintain accurate client records * Maintain clear ownership of open account items, including pending quotes, client decisions, project dependencies, renewal dates, meeting follow\-ups, unresolved client concerns, and internal blockers * Partner with billing and purchasing to support accurate invoicing, order tracking, and timely fulfillment * Keep account notes, client commitments, meeting outcomes, and internal handoffs clean, current, and documented * Gather missing information from clients when service requests, project needs, or quote requirements are unclear * Work with internal teams respectfully and efficiently so clients receive clear communication without unnecessary interruptions to technical staff Project \& Service Communication * Coordinate the client\-facing side of projects, onboarding items, migrations, upgrades, system changes, and infrastructure work * Communicate timelines, expected impacts, access requirements, client responsibilities, and status updates to stakeholders * Partner with project leads and technical resources to ensure clients understand what is happening, what is needed from them, and what comes next * Help prepare clients for changes so technical teams can execute with fewer surprises and fewer avoidable interruptions * Escalate project or service concerns internally when timelines, scope, expectations, or client sentiment require attention Strategic Account Development * Support technology planning conversations in partnership with leadership and technical resources * Identify service gaps, risk areas, client needs, and opportunities for expanded support * Support proposal and quote delivery for expanded services, hardware refreshes, licensing changes, and new projects * Help clients understand why recommended services or projects matter to their business * Refer larger sales opportunities or strategic decisions to leadership as appropriate What We’re Looking ForRequired * 2\+ years of account management, client success, customer service, or client\-facing coordination experience in a technical, professional services, or B2B service environment * Strong written and verbal communication skills * Ability to explain technical issues or service updates to non\-technical business leaders in clear, practical language * Highly organized, with strong follow\-through and the ability to manage multiple open items without constant oversight * Comfortable working within defined service processes and coordinating with technical teams * Professional judgment when handling frustrated clients, unclear requests, delayed projects, or competing priorities * Proficient in Microsoft 365, including Outlook, Teams, SharePoint, and Excel * Valid driver’s license and ability to travel to client sites in Napa Valley and surrounding areas Preferred * Experience working in a managed services provider, IT services company, SaaS company, telecom provider, cybersecurity provider, copier/print services company, or another technical service environment * Familiarity with MSP service delivery models, managed services agreements, T\&M billing, SLAs, and helpdesk workflows * Experience working with PSA, CRM, ticketing, or account management systems * Exposure to cybersecurity services, endpoint protection, email security, backup services, awareness training, or compliance\-related client conversations * Familiarity with cloud migrations, Microsoft 365, SharePoint, OneDrive, networking, or infrastructure concepts at a business\-discussion level * Background working with clients in wine, agriculture, hospitality, nonprofit, or other relationship\-driven industries * Experience preparing meeting agendas, account reviews, service reports, or client\-facing presentations What Success Looks Like in Year One * You know your clients by name, understand their businesses, and have earned their trust * Your cadence meetings are prepared, productive, and on time * Open quotes, proposals, renewals, and client follow\-ups do not sit untouched or unclear * Clients receive proactive updates before they have to chase CEG * Client escalations are handled early, professionally, and with clear next steps * You are building multi\-contact depth at key accounts * Internal handoffs between you, dispatch, technical teams, project leads, billing, purchasing, and leadership are clean and documented * Account records, meeting notes, open items, and next steps are accurate and current * You help clients feel informed, supported, and confident in CEG’s service delivery Compensation \& Benefits * **Hourly rate:** $30–$45/hour, depending on experience * Full\-time, on\-site position based in Napa, CA * Benefits package including **\[health, dental, vision, PTO — confirm with HR]** * Collaborative, local team environment with direct access to leadership * Opportunity to grow with a well\-established MSP serving an iconic industry region To Apply Send your resume and a brief note about your background to **\[hiring contact / email]**. We would also like to know: **What does a great client cadence meeting look like to you?** *Computer Engineering Group is an equal opportunity employer. In accordance with California law, the pay range for this position is $30–$45 per hour depending on experience. Final compensation will be determined based on qualifications, skills, and relevant experience.* Pay: $30\.00 \- $45\.00 per hour Benefits: * 401(k) * 401(k) 2% match * Dental insurance * Health insurance * Vision insurance Work Location: In person