I am the Client Service Director for a small but growing MSP in southeastern PA. I am building the Account Management department to become scalable and efficient. I get to work with a fantastic team of Account Managers who are focused on excellent customer service and working closely with the clients, acting as their clients' IT Manager.I also get to be part of the leadership team that helps guide Pegasus Technologies' business operations.Outside of managerial work, I work closely with clients whose environments need thorough evolution or high compliance needs (PCI, HIPPA, NIST, CMMC, SOC), then hand the client to an Account Manager.I am developing a vCIO review to assist the account managers with future client planning so we can understand the client's direction, pain points, and goals.Since running the department (well before the title change), the organization has retained clients for an average of 8+ years, and we have increased profitability every year for the past 5 years!