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

• Develop and nurture long-lasting client relationships

• Conduct routine client meetings and account evaluations

• Track customer satisfaction and proactively address potential issues

• Ensure accurate account details, opportunities, and activities are recorded in the CRM

• Oversee managed IT service delivery and address client concerns

• Analyze service desk performance, ticket trends, and SLA outcomes

• Elevate recurring or critical service challenges to technical teams

• Organize Monthly and Quarterly Business Reviews

• Compile account performance reports that include tickets, SLAs, incidents, service trends, projects, and satisfaction levels

• Present service performance and enhancement suggestions to clients

• Identify opportunities to broaden services within existing accounts

• Draft proposals and manage quotations

• Assist in renewals, contract negotiations, upselling, and cross-selling initiatives

• Maintain accuracy in the sales pipeline and forecasts

• Support the Australian sales team through discovery meetings, technical evaluations, proposals, presentations, and customer onboarding

• Contribute to account revenue, margin, retention, and churn objectives

• Engage with business owners, executives, IT managers, service desk managers, engineers, cybersecurity teams, vendors, and technology partners

⛳️ Requirements

• 3–5+ years of experience in IT Account Management, Customer Success, Service Delivery, or MSP environments

• Prior experience with Australian clients is highly desirable

• Strong understanding of Managed IT Services / MSP business models

• Excellent skills in client relationship management

• Experience in managing multiple client accounts

• Solid understanding of IT infrastructure and cloud services

• Exceptional written and verbal communication skills in English

• Strong commercial acumen and negotiation abilities

• Capable of working independently in a remote setting

• Comfortable operating during Australian business hours

• Proficient 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 grasp technical discussions and convey IT concepts to non-technical clients

• A bachelor's degree in IT, Business, Management, or a related field is preferred

• ITIL certification, Microsoft certifications, MSP / IT service management certifications, and sales or account management certifications are advantageous

• Familiarity with Australian business communication standards, IT service expectations, MSP/client engagement models, SLA-based service delivery, and IT procurement processes

• Experience working with SMEs and mid-market Australian businesses is a plus

🏝️ Benefits

• 100% work from home

• Australian business hours – primarily AEST/AEDT, aligned with client needs