Technical Account Manager (IT)

About First Focus

First Focus has earned recognition over nine years as Australia's leading mid-market Managed Service Provider, awarded by Cloudtango. Now expanding into New Zealand, the company brings the same high standards, culture, and exceptional customer experience to the region. With nearly 500 staff globally and an upcoming merger with Integris, First Focus is becoming one of the most extensive and diverse SMB MSPs worldwide.

The organisation maintains a culture where people are known by name, leadership remains accessible, and alignment, support, and rewards are integral to daily operations.

Role Overview

This position seeks an individual desiring more than a traditional account manager or consultant role by combining both aspects effectively. Acting as a trusted advisor and Technical Account Manager, you will engage with SMB and mid-market clients (some nearing 500 seats), collaborating directly with senior leadership and C-suite executives to actively shape relationships.

The role is flexible and allows you to tailor your approach to best serve both your clients and yourself, steering organisations through complex challenges and translating business priorities into actionable technology roadmaps. You will lead strategic discussions, assist with planning future initiatives, and advise clients on necessary and unnecessary technological investments.

Responsibilities

• Develop meaningful client relationships beyond transactional interactions.
• Serve as a trusted advisor to senior and C-level executives.
• Guide clients on IT strategy, infrastructure, security, and operational matters.
• Identify ways to enhance, simplify, or transform existing processes.
• Balance adherence to and challenges against established procedures appropriately.
• Collaborate with internal teams to ensure effective delivery and outcomes.
• Deliver measurable value to clients beyond maintaining satisfaction.

Candidate Requirements

• Demonstrated success in a senior position within an MSP, MSSP, systems integrator, or a related area.
• Experience engaging SMB and mid-market clients and influencing C-suite decision-makers.
• Proven capability in account management, client retention, and business growth, with a strong emphasis on trust-building.
• Consulting expertise in IT strategy, infrastructure, security, and developing technology roadmaps.
• Excellent organisational skills including CRM management, forecasting, reporting, and coordinating with delivery teams.
• Ability to communicate clearly, challenge ideas constructively, and ensure commitments are fulfilled.

Applicants with a sense of humour and a preference for simplicity in processes will find added advantage.

Benefits

• Competitive fixed salary without commission components.
• Complimentary access to Uprise, including one-on-one coaching with qualified psychologists or counsellors.
• Flexible hybrid working options to support work-life balance.
• 10 paid study days annually with strong encouragement to engage in continuous learning.
• Access to regular training sessions and an extensive learning library.
• Participation in the FastTrack mentorship program.
• Involvement with the MAD Council, focused on equality, charity, and environmental initiatives.
• Frequent social activities fostering a positive team culture.

Additional Information

This role offers autonomy, support, and scale to transition from handling reactive tasks to driving impactful client partnerships strategically. First Focus also welcomes applications from neurodiverse individuals and provides flexible arrangements to best highlight each candidate's skills. AI assistance is used in recruitment processes without influencing hiring decisions. Candidate data is managed complying with the Privacy Act 2020.