[Hiring] IT Account Manager @Minutes to Seconds Pty Ltd

Role Description

We are looking for an experienced IT Account Manager to manage and grow relationships with Australian clients of a Managed Services Provider (MSP). The successful candidate will act as the primary relationship contact for a portfolio of Australian clients, ensuring high levels of customer satisfaction, coordinating IT service delivery, identifying opportunities for improvement and supporting the growth of existing accounts.

This role requires a strong understanding of managed IT services, service desk operations, cloud services, cybersecurity and IT infrastructure, combined with excellent relationship management and commercial skills. The position is 100% work from home in the Philippines, working closely with an Australian-based management and technical team.

Key Responsibilities

• Client & Account Management
  • Act as the primary point of contact for assigned Australian clients.
  • Build and maintain strong, long-term relationships with clients.
  • Develop an understanding of each client's business, IT environment and strategic priorities.
  • Conduct regular client meetings and account reviews.
  • Understand client concerns and ensure they are addressed promptly.
  • Monitor customer satisfaction and proactively address potential issues.
  • Maintain accurate account information, contacts, opportunities and activities in the CRM.
  • Ensure client expectations are clearly communicated to internal technical teams.
• Managed IT Services
  • Develop a strong understanding of the services provided by the MSP, including:
    • Managed Service Desk
    • Desktop and end-user support
    • Microsoft 365
    • Microsoft Azure
    • Cloud services
    • Network and infrastructure management
    • Backup and disaster recovery
    • Cybersecurity
    • Endpoint management
    • Microsoft Intune
    • Hardware and software management
    • IT monitoring and maintenance
    • IT projects and migrations
    • vCIO / strategic IT advisory services
  • The Account Manager does not necessarily need to be a hands-on technical engineer but must be able to understand client requirements and communicate effectively with technical teams.
• Service Delivery Coordination
  • Monitor the overall service experience of assigned accounts.
  • Review service desk performance, ticket trends and SLA performance.
  • Escalate recurring or critical service issues to the appropriate technical teams.
  • Coordinate resolution of client concerns.
  • Track outstanding actions and ensure timely follow-up.
  • Work with Service Delivery Managers and Technical Leads to improve service quality.
  • Identify recurring problems and recommend improvements.
  • Ensure clients receive regular communication regarding major incidents and service issues.
• Account Reviews & Reporting
  • Conduct regular Monthly / Quarterly Business Reviews (MBRs/QBRs).
  • Prepare account performance reports covering:
    • Ticket volumes
    • SLA performance
    • Response and resolution times
    • Major incidents
    • Service trends
    • Projects
    • Security issues
    • Client satisfaction
  • Present service performance and improvement recommendations to clients.
  • Track and communicate agreed actions following account review meetings.
• Sales & Account Growth
  • Identify opportunities to expand services within existing accounts.
  • Identify client requirements for:
    • Microsoft 365
    • Azure and cloud services
    • Cybersecurity
    • Backup and disaster recovery
    • Network upgrades
    • Hardware
    • IT projects
    • Managed services
    • Professional services
  • Work with technical teams to develop appropriate solutions.
  • Prepare proposals and coordinate quotations.
  • Follow opportunities through to closure.
  • Support account renewal and contract negotiations.
  • Identify opportunities for upselling and cross-selling.
  • Maintain an accurate sales pipeline and forecast.
• New Client Support
  • Where required, support the Australian sales team with new client opportunities by:
    • Participating in discovery meetings.
    • Understanding prospective clients' IT requirements.
    • Coordinating technical assessments.
    • Supporting proposal development.
    • Preparing client presentations.
    • Assisting with onboarding new customers.

Qualifications

• 3–5+ years of experience in IT Account Management, Customer Success, Service Delivery or MSP environments.
• Experience working with Australian clients is highly desirable.
• Good understanding of Managed IT Services / MSP business models.
• Strong client relationship management skills.
• Experience managing multiple client accounts.
• Strong understanding of IT infrastructure and cloud services.
• Excellent written and verbal English communication.
• Strong commercial and negotiation skills.
• Ability to work independently in a remote environment.
• Comfortable working Australian business hours.

Requirements

• The candidate should have a good working knowledge of several of the following:
  • Microsoft 365
  • Azure
  • Windows environments
  • Active Directory / Entra ID
  • Microsoft Intune
  • Networking
  • Firewalls
  • Endpoint security
  • Backup and disaster recovery
  • Cloud computing
  • Cybersecurity
  • Service Desk / ITIL processes
  • Remote monitoring and management (RMM)
  • Professional Services Automation (PSA) tools
• Hands-on technical experience is not mandatory, but the candidate must be able to understand technical discussions and explain IT concepts to non-technical clients.

Benefits

• 100% Work From Home
• Full-time employment
• Working hours aligned with Australian business hours

Company Description

Client: Australian Managed Services Provider (MSP)