Company Description REST Solution is an IT services and cybersecurity partner providing end-to-end, 24/7 support to help businesses manage their IT infrastructure, support users, migrate to the cloud, strengthen cybersecurity, and implement proactive monitoring and response. The company works as an extension of its customers IT and security teams, with a focus on reliable operations, responsive service, and scalable support across multiple countries.
REST Solution's services include managed IT, 24/7 helpdesk, 24/7 infrastructure monitoring through its NOC, infrastructure maintenance, cloud and infrastructure projects, cybersecurity engineering, vulnerability management, SOC and CSIRT services, and governance and compliance support. REST Solution is ISO 27001 certified, reflecting its commitment to structured information security practices and operational resilience.
Founded in 2015, REST Solution supports international organizations through a global operating model, with multiple locations worldwide, multilingual support capabilities, and customer-centric service delivery. Its purpose is reflected in its motto: We take care of your IT, you REST.
Role Description The Account Manager is responsible for managing REST Solution customer accounts across Managed Service Provider (MSP) and Managed Security Service (MSS) activities. The role acts as the main governance and coordination point between the customer, REST Solution operational teams, sales, billing, vendors, and third parties. The objective is to ensure high-quality service delivery, strong customer satisfaction, clear communication, accurate scope management, service profitability, and continuous improvement across IT operations, infrastructure, cloud, helpdesk, NOC, SOC, and CSIRT services.
Reporting Line and Key Interfaces
The role reports to senior management and works closely with Sales, Billing, Helpdesk, Infrastructure, Cloud, NOC, SOC, Project Management, Customer Management, and senior operational managers. The Account Manager may coordinate dedicated or shared delivery resources functionally for customer service delivery, without holding direct HR responsibility unless formally assigned.
Scope of the Role
The scope includes customer relationship management, service delivery governance, SLA and KPI follow-up, contract and SOW management, incident and escalation coordination, reporting, billing preparation, renewals, onboarding of new services or locations, operational improvement, and coordination of MSP and MSS delivery activities.
Key Responsibilities
- Customer relationship and governance: act as the primary account governance contact for assigned customers, understand their business objectives, maintain regular communication, facilitate strategic and operational committees, and ensure REST Solution's services remain aligned with customer expectations.
- Service delivery management: oversee service quality across helpdesk, infrastructure, cloud, NOC, SOC, and CSIRT activities; monitor incidents, requests, changes, problems, escalations, and service improvements; and ensure delivery remains consistent with the contract, SOW, SOP, and agreed service levels.
- SLA, KPI, and reporting management: organize service reviews, ensure service reports and meeting minutes are prepared and shared, review SLA performance and operational trends, follow up on corrective actions, and provide clear visibility to customers and internal stakeholders.
- Incident and escalation coordination: coordinate major incidents and critical escalations, facilitate communication bridges, ensure timely updates to the customer, follow up on post-incident reviews, and make sure remediation actions are tracked to closure.
- Contract, scope, and renewals: manage contract lifecycle activities including renewals, amendments, service scope evolution, SOW accuracy, customer SOP updates, licensing or service renewals, vendor coordination, and formal handover of new services, locations, or functional scope.
- Commercial and financial management: work with Sales and Billing to prepare quotations, validate billing information, track project and extra-chargeable activities, follow payment topics where required, support margin awareness, and identify upsell or cross-sell opportunities based on genuine customer needs.
- Operational coordination: coordinate priorities with operational managers and delivery teams, ensure proper backup and continuity during leave or workload peaks, support onboarding of new services, monitor project progress, and drive continuous improvement initiatives across MSP and MSS operations.
Key Performance Indicators
- Customer satisfaction level, including formal feedback, service review outcomes, and reduction of recurring customer pain points.
- SLA and service performance achievement across helpdesk, infrastructure, NOC, SOC, and agreed operational services.
- Timeliness and quality of monthly or periodic service reports, meeting minutes, action tracking, and customer governance follow-up.
- Major incident and escalation handling quality, including communication effectiveness, post-incident review completion, and closure of corrective actions.
- Accuracy and completeness of SOW, SOP, contract scope, renewals, billing inputs, and chargeable activity tracking.
- Service profitability and commercial follow-up, including renewal execution, upsell identification, and coordination with Sales and Billing.
- Progress of service improvement initiatives, onboarding activities, and remediation plans.
- Required Skills and Competencies
- Customer, Governance, and Communication Skills
- Strong customer-facing account management and service governance capabilities.
- Ability to engage with senior stakeholders, operational teams, vendors, and third parties.
- Excellent written and verbal communication skills, including executive summaries, service reports, meeting minutes, and escalation updates.
- Service Delivery and Operational Skills
- Strong understanding of ITSM practices, including incident, request, change, problem, SLA, CMDB, reporting, and service review processes.
- Ability to coordinate MSP delivery activities across helpdesk, infrastructure, cloud, NOC, and project teams.
- Ability to coordinate MSS delivery activities across SOC, CSIRT, vulnerability management, security engineering, and governance activities.
- Strong ownership, prioritization, escalation management, and follow-through.
- Commercial and Business Skills
- Good commercial awareness, including renewals, billing inputs, chargeable activities, profitability, and scope control.
- Ability to identify customer needs and coordinate upsell or cross-sell opportunities with Sales.
- Ability to balance customer satisfaction, operational feasibility, contractual commitments, and business profitability.
Technical Knowledge
- Good understanding of managed IT services, helpdesk operations, infrastructure, cloud services, Microsoft 365, endpoint management, networking, and backup concepts.
- Good understanding of managed security services, including SOC operations, incident response, vulnerability management, security monitoring, and security reporting.
- Familiarity with ticketing, monitoring, documentation, reporting, and dashboarding tools.
- Proficiency in Microsoft 365 and reporting tools such as Power BI is an advantage.
Qualifications
- Minimum 5 to 10 years of experience in IT services, managed services, cybersecurity services, account management, service delivery management, or customer success.
- Experience working in an MSP, MSSP, IT consulting, cybersecurity, cloud, or infrastructure services environment is strongly preferred.
- Experience managing enterprise or mid-market customer accounts with recurring services, SLAs, reporting, renewals, and operational governance.
- ITIL Foundation, Agile/Scrum, Microsoft, cybersecurity, or service management certifications are preferred but not mandatory.
- Fluent business English is required; additional languages are an advantage for international customer management.
