IT Account Manager – Managed Services (Remote)
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Job Summary
IT Account Manager Managed Services (MSP)
Philippines Work From Home
Australian Managed Services Provider (MSP)
Full-time
Australian business hours primarily AEST/AEDT based on client requirements.
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.
- 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 clients 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.
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.
- 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.
- 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
- Ticket volumes
- Present service performance and improvement recommendations to clients.
- Track and communicate agreed actions following account review meetings.
- 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
- Microsoft 365
- 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.
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.
- 35 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.
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.
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.
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.
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
Performance will be measured against:
- Customer satisfaction / NPS
- Client retention
- Customer complaints and escalations
- Quality of client communication
- SLA performance
- Resolution of escalated issues
- Timeliness of client follow-ups
- Completion of account actions
- Account revenue growth
- Upsell and cross-sell revenue
- Renewal rate
- Gross margin
- New opportunities generated
- Completion of regular account reviews
- CRM accuracy
- Account plans
- Client engagement frequency
- Pipeline and forecast accuracy
- Bachelors 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.
The ideal candidate is someone who can speak both IT and business.
They should be able to understand a clients technical problems coordinate with engineers to resolve them explain the solution clearly to the client and identify opportunities to improve or expand the clients 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
Required Skills:
Requirement 1:Jr. C#Dot net Developer with Azure Location: Bangalore Bhartiya City(Dont Take relocation candidates) Work Mode: Hybrid( 3 Days from office) Experience: 3-5 Years Scadea Payroll End Client- Eco lab Mandatory Skills: C# .net core Azure Services Azure function Azure Logic app( Look for candidates with these skills) Job Description: We are seeking a talented C#.NET Developer with a strong background in Microsoft Azure to join our dynamic team. The ideal candidate will be responsible for designing developing and maintaining robust and scalable applications technologies while leveraging Azure services. This role requires expertise in cloud-based development and database management particularly with Cosmos DB and MongoDB alongside Azure DevOps for CI/CD processes. Key Responsibilities: Application Development: Design develop and maintain scalable applications using C# Core. Azure Integration: Develop and deploy applications on the Microsoft Azure platform utilising services such as Azure App Service Azure Functions and Azure Logic Apps. Database Management: Work with Cosmos DB and MongoDB for database operations optimization and troubleshooting. DevOps Practices: Implement and maintain CI/CD pipelines using Azure DevOps to ensure seamless application deployment. Server Management: Manage and maintain application servers for hosting and scaling enterprise-grade applications. Code Quality: Write clean efficient and maintainable code while adhering to best practices and coding standards. Collaboration: Work closely with cross-functional teams to understand project requirements and deliver solutions on time. Troubleshooting: Diagnose and resolve technical issues in production and non-production environments. Required Skills: Strong programming experience in C# Core/Framework. Hands-on experience with Microsoft Azure including services such as Azure App Service Azure Functions and Azure Logic Apps. Proficiency in Cosmos DB and MongoDB for database development and management.( Not Mandatory Good to have) Practical knowledge of Azure DevOps for CI/CD pipeline setup and automation. Experience in managing and maintaining application servers. Strong problem-solving and debugging skills. Excellent communication and collaboration skills. Familiarity with Agile/Scrum methodologies. Preferred Skills: Experience with containerization tools such as Docker and orchestration platforms like Kubernetes. Knowledge of REST APIs and micro services architecture. Exposure to cloud security best practices. Qualifications: Bachelors degree in Computer Science Information Technology or a related field.
