Senior Account Manager, MSP Programs
Senior Account Manager, MSP Programs
Posted on :
19-06-2025
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1 Vacancy
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Job Description
Overview
Knowledge Services a leading multidisciplinary organization in the professional services consulting software and cyber security industry is seeking an experienced Senior Account Manager MSP Programsto support one of our MSP Clients.
This role represents a unique opportunity to become a key member of an exciting and growing organization driven by a commitment to excellence innovation and a passion forServing Those Who Serve Others.
The Senior Account Manager MSP Programs primary focus is to manage contractual strategic and relationship aspects of the Managed Service Provider (MSP) Program and to expand the Client base by building relationships with Clients Users and Vendor Partners and educating them on the benefits of Knowledge Services Contingent Workforce solutions.
Essential Functions:
Program Management
- Partner with Knowledge Services Leadership Team to develop and implement business plans and strategies to develop and enhance relationships within the MSP Program
- Develop and maintain proactive and constructive relationship with Client Stakeholders by demonstrating an understanding of the business and associated requirements setting expectations accordingly
- Act as main point of contact for Client Stakeholders
- Provide consultation to Client Stakeholders and/or MSP Team in order to solve MSP Program and account issues as well as identify potential Client risk and recommend mitigation strategies
- Be the main point of contact for escalation issues involving Client Stakeholders
- Collaborate with Regional Director (RD) and Delivery Manager (DM) regarding the service delivery strategy and organization model for the MSP Program
- Ensure all aspects of MSP Program rules policies procedures and processes are followed and that contractual scope of work including SLAs for Client is delivered
- Responsible for delivering reporting program metrics SLAs and presentations to stakeholders as necessary
- Assist in the implementation and execution of strategic initiatives and SOW business
- Accountable for information communicated on the weekly Vendor call
- Responsible for the coordination facilitation and execution of Client Business Reviews Client/Vendor Roundtables and Strategic Power User Sessions
- Ensure processes and procedures are updated on an ongoing basis for internal PDS and DMs.
- Provide excellent customer service to Client Vendors and Resources
Account Management
- Collaboratively advance account management development strategy with the Knowledge Services RD and Leadership Team
- Responsible for growing the program by evangelizing Knowledge Services educating Client on our scope of services and solutions while ensuring all aspects of the contract are fulfilled
- Lead solution development efforts that best address Client needs while coordinating the involvement of all necessary company personnel
- Proactively assess clarify and validate Client needs on an ongoing basis to identify opportunity to promote complimentary program solutions
- Establish productive professional relationships with key personnel in assigned Client
- Build relationships with Vendors to identify growth opportunities
Responsibilities
- Lead Statement of Work (SOW) project related activities if applicable
- Partner with Director SOW Projects on requirements gathering and technical documentation
- Take lead on discussing program benefits with new Agency Manager Cooperative Users
- Partner with PDM on first-level escalation (rate increase Vendor/Resource conflict resolution etc.)
- Conduct weekly meeting with PDMs and DM to discuss Program Initiatives and challenges
- Work with RD as needed for additional consulting to resolve issues
- Attend regular stakeholder meetings including RD as needed
- Assist with unique positions requests from Client
- Conduct new Resource check ins with Client users within the first 2-6 weeks of beginning the assignment as defined by Program
- Lead weekly Vendor calls
- Manage requisitions if applicable
- Manage escalated invoice concerns from both Vendor Client
- Assist with program specific training for team members Clients Vendors and Resources as needed
- Partner with Implementation Operations to onboard/vet interested Vendors if applicable
- Responsible for the set-up of new Vendors (Vendor list program specific training etc.)
- Present business reviews to Client Stakeholders Agency Leadership as needed Quarterly or Semi-Annually per Program requirements
- Assist with fiscal year cutover activities
- Provide regular reporting as well as Ad Hoc report requests to the Client Vendors
- Partner with other teams in the organization for issue resolution
Qualifications
- Must have 3-5 years of Program Management/Account Management experience within workforce solutions
- Managed Service Provider (MSP) staffing and recruiting program employer of record program Recruitment Process Outsourcing (RPO) program and/or consulting solutions experience highly desired
- Experience with multiple skill labor categories highly desired
- Must be professional and have demonstrated strong commitment to exceptional customer service
- Ideal candidate will be proactive organized accurate timely and detail-oriented with strong interpersonal planning leadership and time management skills
- Ability to identify and analyze problem situations and develop an effective course of action for resolution
- Proven Client facing and strong relationship building experience required
- Ability to maintain a high degree of confidentiality
- Ability to effectively manage multiple priorities
- Excellent verbal written and presentation communication skills
- Proficient in Microsoft Office and Teams with emphasis on Word Excel and PowerPoint
- Government experience preferred
- Travel is required
- Bachelors Degree required
Knowledge Services strives to offer a modern professional environment that provides Team Members an inviting comfortable and collaborative place to work to maximize success.
At Knowledge Services we prioritize creating an environment that supports our Team Members success and personal well-being with a robust benefits package some of which include:
- Medical coverage including employer match program for Health Savings Accounts (HSAs)
- Generous 401k retirement plan with employer match
- Dependent Care Flexible Spending Account (DCFSA)
- Employee Assistance Program (EAP) with unlimited usage and visits and wellness program
- Dental and Vision insurance
- Company-sponsored life insurance with options for additional coverage
- Short- and Long-Term Disability (STD and LTD) benefits
- Pet insurance
- Maternity Paternity and Military benefits
- Baby on Board program
- Paid Time Off package
- Company Anniversary Bonus program
- Professional Development opportunities including Young Professional Series Manager Focus series Cyber Security panels and briefs and more
- A rated HQ office full of amenities including fitness center rec room coffee bars bike room caf auditorium private Mothers room and more
Knowledge Services established in 1994 and headquartered in Indianapolis IN is a certified woman-owned (WBE) professional services organization with over 1500 employees located in offices throughout North America. Founded by Julie Bielawski CEO of Guidesoft Inc. dba Knowledge Services is an industry leader in Managed Service Programs (MSP) Vendor Management System (VMS) Employer of Record / Payroll Services Workforce Management Survey Management and MSP for Vocational Rehabilitation Services. We provide outstanding services to major organizations in various industries including IT Healthcare Federal State and local Governments Public Utilities Telecom and more.
As such Knowledge Services is committed to providing opportunities for growth in our company in each Team Member and in our relationships. We believe titles do not define a person but provide a framework to each persons endless potential. Our focus on improving our team product and processes drive us every day. We are guided by our four Pillars that set the foundation of who we are and how we conduct business: Knowledge Integrity Innovation and Service.
Knowledge Services is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any other characteristic protected by law.
Veterans military families and people with disabilities are encouraged to apply.
Applicants with disabilities may contact Human Resources via telephone e-mail and other means to request and arrange for accommodations. Please contact the Human Resources Team at or .
Required Experience:
Manager
Employment Type
Unclear
Key Skills
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