Client Operations Account Manager

hybrid
1055 Dunsmuir Street 1850, Vancouver, British Columbia, Canada, V7X 1P3
full-time . April 20, 2026

Description

Company Overview

Terra Dygital Solutions is an innovative IT services provider headquartered in Vancouver, BC. We are dedicated to effectively addressing a diverse range of complex IT challenges by leveraging modern technologies. Our core expertise lies in advising clients on cybersecurity and business/system architecture through our Virtual CIO services, developing cutting-edge solutions via application development and system integration, and managing and optimizing desktop, server, and network environments as a Managed Services Provider. Join our dynamic and rapidly growing team, where you will collaborate with top-notch professionals, work with the latest technologies, and play a crucial role in our clients’ success, all while enjoying significant opportunities for personal and professional growth.

Position Overview

The Client Operations Account Manager is responsible for managing client relationships and ensuring the effective delivery of services across an assigned portfolio of accounts. This role serves as a primary point of contact between clients and the CIO Managed Program Services, Project Delivery and Sales teams, supporting communication, coordination, and resolution of service-related matters.

The position is accountable for maintaining client satisfaction, identifying opportunities for account growth, and supporting the expansion of services within existing client environments.

While the role requires a strong understanding of technical solutions and service offerings, it does not involve hands-on technical support. Instead, the IT Site Operations Technical Account Manager is accountable for governance program delivery and coordinates with internal technical teams to address client needs, facilitate project delivery and issue resolution.

The role is hybrid with a minimum of one to two days per week in the Vancouver office and up to one week per month on-site at various client locations.

What You’ll Do

Primary point of contact for assigned client accounts
Responsible for ongoing client relationship management and satisfaction
Conducts periodic account reviews to assess service performance and identify gaps
Identifies and progresses opportunities for service expansion within existing accounts
Tracks and maintains visibility into account-level pipeline and revenue opportunities; provides regular forecasting and account performance reporting to the Practice Lead
Defines and monitors account-level KPIs, including client retention rate, satisfaction scores, and revenue growth targets
Manages full contract lifecycle, including renewals, amendments, and retention across assigned accounts
Coordinates escalation of technical and service-related issues with internal teams
Liaises between clients and technical delivery teams to ensure alignment on requirements and expectations
Monitors and tracks escalations through to resolution
Supports clients on-site for up to a week per month
Contributes to IT assessments, analysis, findings and recommendations reporting
Reviews client contracts and statements of work for accuracy and alignment with services delivered
Partners with finance and administration to ensure billing accuracy and resolve discrepancies
Maintains client account documentation, including interactions, issues, and opportunities
Collaborates with internal teams to support consistent service delivery and process adherence
Provides input on service delivery improvements based on client feedback and observed trends
Works closely with technical analysts to ensure program delivery responsibilities are met

Skills and Knowledge

Exceptional interpersonal and communication skills with the ability to build strong client relationships.
Strong organizational skills with a meticulous approach to managing multiple responsibilities.
Proficient in Microsoft 365 tools (Teams, Outlook, Word, Excel, SharePoint); familiarity with ITSM or MSP platforms (e.g., ConnectWise, ServiceNow, Autotask) is an asset.
Effective at managing time and prioritizing tasks in a dynamic, fast-paced environment.
Collaborative team player who can also work independently when needed.
Proven ability to identify and implement process improvements.

Education and Experience

Post-secondary degree/diploma in business administration, or a related field, is an asset.
Minimum 8 years of progressive work experience, with at least 3 years in IT management, account management, or service delivery.
Proven background managing IT operations and vendor relationships.
Industry-recognized certifications such as PMI, Microsoft, and ITIL are preferred.
Previous experience in a Managed Services Provider (MSP) environment is an asset.
Secondary languages (Spanish or French) are considered an asset.

Compensation and Additional Perks

Competitive Compensation based on skill set and experience can range between $90,000 and $110,000 per year
Short Term Incentive Plan
Great health benefits and vacation
Company laptop and peripherals
Cellphone & Commuting Allowance
Great environment & culture!

Compensation

$90,000.00 - $110,000.00 per year

Know someone who would be a perfect fit? Let them know!