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Position

IT Account Manager – Managed Services (MSP)

Location

Philippines – Work From Home

Client

Australian Managed Services Provider (MSP)

Employment Type

Full-time

Working Hours

Australian business hours – primarily AEST/AEDT, based on client requirements.

About the Role

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.
  

Key Skills & Experience

Essential

• 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.
  

Technical Understanding

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.

Commercial Responsibilities

The Account Manager will be expected to contribute to the commercial performance of the accounts by:

• Managing contract renewals.
  
• Identifying additional service requirements.
  
• Preparing and following up on quotations.
  
• Tracking recurring revenue opportunities.
  
• Identifying upselling and cross-selling opportunities.
  
• Supporting pricing and commercial negotiations.
  
• Maintaining account revenue and margin targets.
  
• Reducing customer churn.
  

Australian Market Experience

Experience working with Australian businesses will be strongly preferred.

The candidate should understand:

• Australian business communication standards.
  
• Australian IT service expectations.
  
• MSP/client engagement models.
  
• SLA-based service delivery.
  
• IT procurement processes.
  
• Professional communication with Australian business owners, IT Managers and senior executives.
  

Experience dealing with SMEs and mid-market Australian businesses will be an advantage.

Key Stakeholders

The Account Manager will regularly interact with:

• Business Owners
  
• Managing Directors
  
• CIOs / CTOs
  
• IT Managers
  
• Operations Managers
  
• Finance Managers
  
• Service Desk Managers
  
• Technical Engineers
  
• Cybersecurity teams
  
• Vendors and technology partners
  

KPIs

Performance will be measured against:

Client Satisfaction

• Customer satisfaction / NPS
  
• Client retention
  
• Customer complaints and escalations
  
• Quality of client communication
  

Service Management

• SLA performance
  
• Resolution of escalated issues
  
• Timeliness of client follow-ups
  
• Completion of account actions
  

Account Growth

• Account revenue growth
  
• Upsell and cross-sell revenue
  
• Renewal rate
  
• Gross margin
  
• New opportunities generated
  

Account Management

• Completion of regular account reviews
  
• CRM accuracy
  
• Account plans
  
• Client engagement frequency
  
• Pipeline and forecast accuracy
  

Qualifications

• 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.
  

Ideal Candidate Profile

The ideal candidate is someone who can speak both “IT” and “business.”

They should be able to understand a client's technical problems, coordinate with engineers to resolve them, explain the solution clearly to the client and identify opportunities to improve or expand the client's IT environment.

The ideal candidate will be:

• Client-focused
  
• Commercially minded
  
• Technically aware
  
• Highly organised
  
• Proactive
  
• Strong at follow-up
  
• Confident dealing with senior stakeholders
  
• Comfortable managing multiple accounts
  
• Excellent in written and spoken English
  
• Reliable and responsive
  
• Comfortable working independently from home
  

Working Arrangement