Project & Account Manager

About Tethr

Tethr is built on a simple belief: for talent, by talent. We exist to give Pakistan's most capable professionals access to the global stage — connecting deserving people with international clientele building impactful technology, and investing in their growth along the way.

Position Overview

Tethr is hiring a Project & Account Manager to work with one of our US-based Managed Service Provider (MSP) clients. You will serve as the primary relationship interface between the client and their managed service customers — the face of the client to its US-based customer base, responsible for client satisfaction, project delivery, service quality monitoring, and data-driven reporting.

The ideal candidate is organized, proactive, and a strong communicator. You can translate technical concepts into business language for non-technical stakeholders, thrive in a fast-paced MSP environment, and take pride in delivering excellent client experiences.

Summary

Position

Project & Account Manager

Employment Type

Full-Time

Location

Remote

Working Hours

Eastern Standard Time

Compensation

$700

Start Date

Immediate

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned MSP customers, building and maintaining trusted, long-term relationships.
• Conduct regular check-ins — Quarterly Business Reviews, monthly reviews, and ad hoc meetings — to align on priorities and address concerns.
• Proactively communicate project updates, escalations, and risk items to customers in a clear and timely manner.
• Represent the client with professionalism and a customer-first mindset at all times.

Project & Task Management

• Own and manage all assigned projects and tasks from initiation through completion, ensuring deadlines and scope are met.
• Coordinate internally with the client's helpdesk technicians, engineers, and leadership to drive project execution.
• Maintain accurate project documentation, timelines, and status updates in the PSA / project management platform.
• Identify project risks early and implement mitigation strategies to keep deliverables on track.
• Manage customer onboarding and technology transition projects, ensuring smooth handoffs and minimal disruption.

Service Desk Oversight & SLA Compliance

• Monitor the service desk ticket queue daily to ensure timely response and resolution in line with established SLAs.
• Escalate tickets approaching SLA thresholds and work with the helpdesk team to resolve bottlenecks.
• Track and report on ticket aging, open issues, and repeat incidents to identify systemic problems.
• Act as a customer advocate internally — ensuring issues receive the urgency and attention they deserve.

KPI Reporting & Business Reviews

• Prepare and deliver weekly or monthly KPI reports tailored to each customer's requirements and service agreements.
• Report on key metrics including ticket volume, SLA compliance, resolution times, uptime, and project milestones.
• Develop executive-friendly presentations and dashboards that communicate the value the client delivers.
• Use reporting insights to recommend service improvements and identify upsell opportunities where appropriate.

Business Development Support

• Identify opportunities to expand services within existing accounts and communicate leads to client leadership.
• Assist in the preparation of proposals, SOWs, and renewal documents for managed service agreements.
• Gather customer feedback and work with leadership to continuously improve service delivery and satisfaction scores.

Qualifications

Required

• 3+ years of experience in account management, project management, or client success — preferably in an MSP or IT services environment.
• Outstanding verbal and written English communication skills; able to engage confidently with C-level executives and end-users alike.
• Proven ability to manage multiple projects and competing priorities in a fast-paced environment.
• Strong organizational skills and meticulous attention to detail.
• Familiarity with IT service desk operations, ticketing systems (NinjaOne or equivalent), and SLA frameworks.
• Proficiency with Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint).
• Reliable home work setup with stable internet; able to work consistent overlapping hours with US Eastern business time.
• Self-starter who can work independently and collaboratively within a small, agile team.

Preferred

• Prior experience working at or with a Managed Service Provider (MSP).
• Familiarity with ITIL frameworks and IT service management best practices.
• Understanding of common SMB IT environments including Microsoft 365, cloud services, networking, and cybersecurity fundamentals.
• PMP, CAPM, or CompTIA Project+ certification.
• Experience with RMM platforms (e.g., NinjaRMM, ConnectWise Automate) and PSA tools.

What Tethr Offers

• Competitive compensation paid in USD equivalent
• Company-provided laptop and required equipment, shipped to your home.
• Fully remote work — no daily commute, no office attendance required.
• Direct exposure to a US-based MSP client and the opportunity to build long-term relationships with international stakeholders.
• Ongoing performance reviews and career development support from Tethr.