There is an immediate need for a Senior Account Manager located in the Greater Toronto Area, Ontario (Mississauga head office; field-based across the GTA and Southern Ontario) at SupraITS. If you are a seasoned account leader who understands recurring revenue deeply and wants to own Supra’s most important customer relationships, then this position is for you.
Company Overview
ABOUT SUPRA ITS
Founded in 1999, Supra ITS has grown into a globally trusted IT partner, delivering world-class Managed IT, Cybersecurity, Digital Transformation, Application Services, and Business Process Outsourcing (BPO) Services. Headquartered in Mississauga, Supra ITS operates with 650+ employees worldwide, including Network Operations Centers (NOCs) in Canada and India, ensuring 24/7 IT support and seamless service delivery.
Supra ITS provides a full spectrum of IT solutions, including server and network management, private cloud, disaster recovery, service desk support, and advanced security services. With a security-first approach and SLA-driven commitments, Supra ITS takes complete ownership of IT services, allowing clients to focus on growth while ensuring uninterrupted operations.
A vendor of established track record, Supra ITS is dedicated to long-term client success through tailored, scalable IT solutions. Canon Canada’s strategic investment in Supra ITS strengthens this commitment by integrating Canon’s cutting-edge technologies with Supra’s agile IT services. This partnership fosters innovation, enhances efficiency, and accelerates digital transformation, providing customers with superior IT solutions that are scalable, secure, and customer centric.
For more information, visit www.supraits.com.
Team Overview
This is your opportunity to join a dynamic company with a team that works very well together and has solid organized structures in place. Supra is rebuilding its Managed Services account management function in Canada around a pod model: every customer has a named Account Manager who owns the relationship and the revenue, paired with a Customer IT Manager (CITM) who acts as the technical co-pilot for architecture, security, and the technology roadmap. The Canadian team covers managed services customers ranging from fast-growing small businesses to complex multi-site enterprises, and works closely with Supra’s delivery, security, and leadership teams in Canada and India.
YOU ARE!
You understand MRR better than anyone in the room. You know how monthly recurring revenue is built, priced, protected, and grown; what drives net revenue retention; how a seat count change, a scope change, or a missed renewal shows up in the number; and how to explain the economics of a managed services agreement to a CFO.
You own executive relationships. You have spent a decade earning the trust of CIOs, CFOs, and business owners. You are comfortable in the boardroom and on the shop floor, and your customers see you as part of their leadership conversation about technology, not as a vendor.
You lead a pod without a title. You set the account plan, you bring the CITM, delivery, and leadership together behind it, and you make sure the customer experiences one accountable Supra. When an account is at risk, you run the save.
The Senior Account Manager owns Supra’s Tier A book in Canada: our largest and most complex managed services customers. You are the named relationship and revenue owner for each: executive relationships, quarterly business reviews, annual technology roadmaps, renewals and multi-year agreements, pricing and contract strategy, and expansion across the full Supra portfolio. You work in a pod with a Canada-based Customer IT Manager (CITM) as technical co-pilot on every account, and you set the account plan the pod executes. The role reports to the
Director of Customer Success, based in Canada.
This is a field role based in the Greater Toronto Area. Supra is a hybrid workplace, but this position exists to be in front of customers: you will spend the majority of your working week on site with customers across the GTA and Southern Ontario or at Supra’s Mississauga office, and time working from home will be limited. Expect to be with customers at least three days a week; executive reviews and roadmap sessions are held on site. A valid Ontario driver’s licence and access to a reliable vehicle are required; mileage is reimbursed.
Key Responsibilities Executive Relationship Ownership
- Own the executive relationship at every Tier A account (CIO, CFO, owner, or executive sponsor) with a documented contact map, engagement plan, and executive touch cadence.
- Run quarterly business reviews on site with the CITM: service performance, risk, financials, roadmap, and the forward plan, with Supra leadership present where appropriate.
- Be the customer’s single point of executive accountability at Supra; own escalations and the relationship recovery when things go wrong.
MRR Ownership and Book Economics
- Carry the net revenue retention and expansion targets for the Tier A book; know the MRR, margin, contract term, and renewal position of every account at all times.
- Lead renewals and multi-year agreement negotiations, pricing changes, and scope amendments; protect rate and margin while growing the relationship.
- Build the annual revenue plan for the book by account and forecast it accurately every month.
Strategic Account Planning and Roadmap-Led Growth
- Own a written strategic account plan for every Tier A customer, refreshed quarterly, agreed with the CITM and leadership.
- Drive the annual technology roadmap with the CITM and convert roadmap items into funded projects and service expansions across managed security, cloud and infrastructure, Microsoft, application and AI services, and hardware refresh.
- Open doors to new business units, sites, and executive sponsors within existing customers.
At-Risk Saves and Governance
- Identify at-risk accounts early using service, financial, and relationship signals; own the written save plan and lead its execution with the pod and leadership.
- Run the governance rhythm for the book: monthly account reviews with leadership, risk register, and renewal pipeline.
Pod Leadership and Mentoring
- Set the account plan the CITM, delivery, and service teams execute; hold the pod accountable for commitments made to the customer.
- Mentor Account Managers and Account Executives on relationship ownership, MRR management, and executive engagement; model the field cadence for the team.
- Contribute to pricing, packaging, and service catalogue decisions with the voice of the largest customers.
CRM and Reporting
- Keep ConnectWise and the CRM current for every account: executive contacts, agreements, MRR, renewal dates, roadmap items, opportunities, and visit notes.
- Report weekly against the team scorecard: NRR, renewals, QBRs held, roadmap conversion, pipeline, and at-risk accounts; present the book to leadership monthly.
Qualifications & Skills
Education & Experience
- Bachelor’s degree in Business, Information Technology, or a related field, or equivalent experience.
- Minimum 10 years of business-to-business account management in technology, with at least 5 years owning recurring revenue relationships at a managed services provider, cloud or SaaS provider, or similar.
- Proven record of owning a large recurring revenue book, hitting retention and growth targets, and leading successful saves of at-risk accounts.
Industry & Commercial Knowledge
- Deep understanding of MRR economics: pricing, margin, contract terms, renewals, net revenue retention, and how managed services agreements are structured and amended.
- Strong working knowledge of the managed services portfolio: service desk, infrastructure and cloud, managed security, Microsoft 365 and Azure, projects, and emerging AI services; able to lead a business case with a CITM’s design behind it.
- Experience negotiating multi-year agreements and working with finance and legal on contract changes.
Soft Skills
- Executive presence: credible and comfortable with CIOs, CFOs, and owners, in person.
- Exceptional relationship-building, listening, and communication skills, including in difficult conversations.
- Leadership without authority: able to align a pod and internal teams behind an account plan.
Disciplined owner’s mindset: plans the quarter, runs the cadence, owns the number, and reports without being chased.
Skills: relationship building,account managment,crm databases,microsoft
