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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
Location: Philippines
Work Arrangement: 100% Work From Home
Client: Australian MSP
Working Hours: Australian business hours
Employment: Full-time
Reporting: Australian Account Management / Service Delivery Manager
