Account Manager

Lyra Technology Group is seeking an Account Manager for one of our operating companies, Gravity Networks. The Account Manager is the post-sale owner of client relationships, retention, and account growth: the person clients turn to when they want a trusted partner in their technology decisions, not just a point of contact. This role blends relationship management with a working knowledge of the client's business and IT environment, running a disciplined cadence of business reviews and roadmap conversations that keep clients engaged, informed, and getting full value from the partnership. The Account Manager owns net revenue retention for an assigned book of business and works cross-functionally with service delivery, technical support, and sales to make sure client needs are met and expansion opportunities are identified early.

With locations in Knoxville, Tennessee and Salt Lake City, Utah, Gravity Networks is dedicated to helping our customers focus on their business by achieving a streamlined technology environment. We have over 50 years combined experience in information technology and all things connected. We leverage our combined experience to provide the best managed IT solutions with best of breed products and offerings. Gravity Networks is an IT Managed Services company built on one main focus.  This revolutionary concept is Customer Service.  This practice has been long forgotten in the IT world.  Our focus is on what is best for you, the customer.

Client Relationships and Advisory Presence

• Serve as the primary point of contact for assigned clients, building trusted relationships with client stakeholders ranging from IT managers to C-suite executives.
• Become a strategic partner by learning each client's business model, goals, IT stack, and pain points, so recommendations are grounded in their reality.
• Maintain a clear view of client health across your book: flag at-risk accounts early, develop recovery plans, and escalate where needed.
• Champion a high-touch, consultative client experience from onboarding through renewal.

Retention and Growth

• Own net revenue retention for an assigned book of business, including renewals, expansion, and churn prevention.
• Lead upsell and cross-sell conversations that are advisory in nature, positioning solutions that align with client needs and create genuine additional value.
• Identify and nurture account expansion opportunities proactively, maintaining a pipeline that gives the delivery team a consistent backlog to pull from.

Business Reviews and Roadmap Planning

• Lead regular Quarterly Business Reviews (QBRs) and strategy sessions, including usage reports and forward-looking roadmap planning with clients.
• Build technology roadmaps that align client business goals with a prioritized plan, translating technical recommendations into business terms such as risk and ROI.
• Maintain working knowledge of core technology areas, including endpoint protection, identity and access management, backup and disaster recovery, Microsoft 365 and Azure, network infrastructure, and relevant compliance frameworks, to stay credible in technical discussions.

Cross-Functional Coordination

• Work cross-functionally with service delivery, technical support, and sales to resolve issues and advocate for client needs.
• Collect, analyze, and use client data throughout the relationship, from onboarding through ongoing consultations, to ensure clients are fully engaged and getting the value they expect.
• Provide regular feedback to leadership on trends, service gaps, and opportunities, and support efforts to make client success processes repeatable and scalable.

• 3+ years of experience in account management, client success, or a comparable B2B client-facing role.
• Familiarity with IT services, MSP environments, or technical support workflows is strongly preferred.
• Demonstrated track record of owning and growing a book of business: retaining clients, expanding revenue, and managing renewals with accountability for outcomes.
• Strong communication and relationship-building skills with stakeholders ranging from IT managers to C-suite executives.
• Confidence leading upsell and cross-sell conversations that are consultative rather than transactional.
• Working knowledge of technology road mapping and business reviews.
• Proficiency with HubSpot or a comparable CRM; ConnectWise or PSA experience preferred.
• Strong organizational discipline across a multi-client portfolio: you manage cadences, follow through consistently, and do not drop details.
• A proactive disposition: you identify risk before it becomes churn and find opportunity before clients ask.

The targeted base compensation for this role is $70,000.  This role operates out of Knoxville, TN in a hybrid model and includes regular in-person client meetings.

If you are a post-sale leader who builds trust face to face, knows how to turn client relationships into long-term partnerships, and wants to build something, not just manage it, we would like to talk.