IT Account Manager – Managed Services

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Serve as the main point of contact for designated Australian clients.

• Establish and nurture robust, long-lasting relationships with clients.

• Gain insights into each client's business, IT landscape, and strategic goals.

• Organize regular client meetings, account evaluations, and Monthly / Quarterly Business Reviews.

• Assess customer satisfaction levels and proactively resolve potential issues.

• Keep accurate records of account details, contacts, opportunities, and activities in the CRM.

• Oversee IT service delivery and relay client expectations to the technical teams.

• Analyze service desk performance, ticket patterns, and SLA results.

• Escalate persistent or critical service challenges and coordinate the resolution of client issues.

• Monitor outstanding tasks and ensure prompt follow-up.

• Collaborate with Service Delivery Managers and Technical Leads to enhance service quality.

• Compile account performance reports and present service performance along with improvement suggestions.

• Identify opportunities to broaden services, upsell, and cross-sell within current accounts.

• Draft proposals, manage quotations, and track opportunities until closure.

• Assist in account renewals and contract discussions.

• Maintain the sales pipeline and ensure forecast accuracy.

• Back new client opportunities through discovery sessions, technical evaluations, proposals, presentations, and onboarding.

• Oversee contract renewals, recurring revenue prospects, pricing negotiations, account revenue and margin objectives, as well as customer retention strategies.

• 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 settings.

• Experience with Australian clients is highly preferred.

• Strong grasp of Managed IT Services / MSP business models.

• Excellent client relationship management abilities.

• Experience in handling multiple client accounts.

• In-depth understanding of IT infrastructure and cloud services.

• Exceptional written and verbal communication skills in English.

• Strong commercial acumen and negotiation proficiency.

• Capability to work autonomously in a remote work setting.

• Willingness to work during Australian business hours.

• Familiarity with 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 comprehend technical discussions and convey IT concepts to non-technical clients.

• Bachelor's degree in IT, Business, Management, or a related field is preferred.

• ITIL certification is a plus.

• Microsoft certifications are advantageous.

• MSP / IT service management certifications are desirable.

• Sales or account management certifications are beneficial.

🏝️ Benefits

• 100% remote work.

• Full-time employment.