Technical Account Manager (IT)

About First Focus

First Focus, recognised as Australia's leading mid-market Managed Service Provider by Cloudtango for nine consecutive years, is extending its renowned standards and culture to New Zealand. With nearly 500 global employees, the company is growing rapidly, having merged with Integris to create one of the largest SMB MSPs worldwide. Despite rapid growth, First Focus maintains a personable culture where leadership remains accessible, and alignment, support, and recognition are integral to daily operations.

Role Overview

This Technical Account Manager position is ideal for those wanting to go beyond traditional account management or consulting roles, blending both responsibilities effectively. Working closely with senior stakeholders and C-suite executives across SMB and mid-market clients (some around 500 seats), you'll become a trusted advisor, crafting and shaping client relationships and technology strategies without following a rigid playbook. You'll help clients simplify complexity, develop actionable technology roadmaps, and influence smarter business decisions.

Responsibilities

• Forge genuine, meaningful client relationships rather than transactional interactions.
• Serve as a trusted advisor to senior-level and executive stakeholders.
• Guide clients in IT strategy development, infrastructure, security, and operations.
• Identify and recommend improvements and simplifications to current processes.
• Balance adherence to procedures with challenging the status quo when appropriate.
• Collaborate with internal teams to deliver impactful, tangible results.
• Drive measurable improvements in client outcomes beyond satisfaction.

Requirements

• Demonstrated success in senior roles within MSPs, MSSPs, integrators, or related fields.
• Experience engaging with SMB and mid-market clients, including C-suite sales and relationships.
• Proven ability to manage accounts, retain clients, and foster growth based on trust.
• Competence in consulting across IT strategy, infrastructure, security, and technology roadmaps.
• Strong organizational skills covering CRM management, forecasting, reporting, and coordination with delivery teams.
• Excellent communication and constructive challenge abilities with consistent follow-through.

Additional Attributes

A good sense of humor and an intolerance for unnecessary complexity are highly valued.

Benefits

• Competitive salary package, up to $110,000 annually, solely salaried without commission.
• Free access to Uprise mental health support including personalized coaching.
• Flexible hybrid work arrangements to encourage work-life balance.
• Ten paid study days annually and encouragement for continuous professional development.
• Regular internal training sessions and access to an extensive learning library.
• Participation in the FastTrack mentoring program.
• Involvement in MAD Council initiatives promoting equality, charity, and environmental causes.
• Frequent social events fostering a supportive and enjoyable team culture.

Equity and Inclusion

First Focus welcomes applications from neurodiverse candidates and offers disclosure-assisted flexible options to best accommodate diverse skills.