Account Manager – Managed Services
职位 IT 账户经理 (MSP) 地点菲律宾 从家工作客户澳大利亚管理服务提供商 (MSP),就业类型 全日制工作时间澳大利亚工作时间主要是基于客户需求的 EST/AEDT.关于角色 我们正在寻找一个有经验的 IT 帐户经理来管理和发展与管理管理服务提供者的澳大利亚客户关系。成功的候选人将作为澳大利亚的客户组合的主要联系方式，确保高水平的客户满意度，协调 IT 服务交付，识别改善机会并支持现有的账户增长。这一职位需要对管理 IT 服务，服务台运营，云服务，网络安全和 IT 基础设施的强了解，以及优秀的关系管理和商业技能。该职位是100%在菲律宾工作，与澳大利亚总部的管理和技术团队密切合作。关键责任客户及账户管理 ·作为分配澳大利亚客户的主要联系点。·建立和维护与客户的牢固长期关系。·发展每个客户的业务，IT 环境和战略优先事项的理解。·定期进行客户会议和帐户审查。·了解客户的担忧，并确保他们迅速解决。·监测客户满意度，积极处理潜在问题。· 保持在 CRM 中准确的帐户信息，联系人，机会和活动。· 确保客户期望对内部技术团队进行清晰沟通。管理 IT 服务发展深入了解 MSP 提供的服务，包括：· 管理服务桌面 · 台式电脑和最终用户支持 · Microsoft 365 · Microsoft Azure ·云服务 ·网络和基础设施管理 ·备份和灾难恢复 · 网络安全 · 终点管理 · Microsoft Intune ·硬件和软件管理 ·IT 监控和维护 ·IT 项目与迁移 · vCIO/战略 IT 咨询服务 账户管理员不一定要是实践技术工程师，但必须能够了解客户需求并有效地与技术团队沟通。服务提供协调 ·监测分配帐户的整体服务经验。·审查服务台 Perf.
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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 – primarilyAEST/AEDT, based on client requirements.
About the Role
We are looking for an experiencedIT Account Managerto 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 ofmanaged IT services, service desk operations, cloud services, cybersecurity and IT infrastructure, combined with excellent relationship management and commercial skills.
The position is100% 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 withAustralian clientsis 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 tounderstand 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 withSMEs and mid-market Australian businesseswill 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 canspeak 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
Originally posted on Himalayas