IT Account Manager – Managed Services
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Job Description
IT Account Manager managing Australian MSP client relationships, service delivery, renewals, and account growth. Coordinating technical teams and expanding managed IT services from the Philippines.
Responsibilities:
- Act as the primary point of contact for assigned Australian clients
- Build and maintain strong, long-term client relationships
- Develop an understanding of each client's business, IT environment and strategic priorities
- Conduct regular client meetings, account reviews and Monthly / Quarterly Business Reviews
- Monitor customer satisfaction and proactively address potential issues
- Maintain accurate account information, contacts, opportunities and activities in the CRM
- Coordinate IT service delivery and communicate client expectations to technical teams
- Review service desk performance, ticket trends and SLA performance
- Escalate recurring or critical service issues and 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
- Prepare account performance reports and present service performance and improvement recommendations
- Identify opportunities to expand services, upsell and cross-sell within existing accounts
- Prepare proposals, coordinate quotations and follow opportunities through to closure
- Support account renewals and contract negotiations
- Maintain sales pipeline and forecast accuracy
- Support new client opportunities through discovery meetings, technical assessments, proposals, presentations and onboarding
- Manage contract renewals, recurring revenue opportunities, pricing negotiations, account revenue and margin targets, and customer churn reduction
- Report to the Australian Account Management / Service Delivery Manager
Requirements:
- 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
- Working knowledge of 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, RMM and PSA tools
- Ability to understand technical discussions and explain IT concepts to non-technical clients
- Bachelor's degree in IT, Business, Management or a related discipline preferred
- ITIL certification is an advantage
- Microsoft certifications are an advantage
- MSP / IT service management certifications are desirable
- Sales or account management certifications are an advantage
Benefits:
- 100% work from home
- Full-time employment
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