Technical Account Manager (IT)

About First Focus

First Focus has earned recognition as Australia's leading mid-market Managed Service Provider for nine consecutive years according to Cloudtango. Now expanding its acclaimed standards, culture, and customer experiences to New Zealand, the company is nearing 500 employees worldwide. Following a merger with Integris, First Focus is positioned to become one of the largest and most comprehensive SMB MSPs globally. The company prides itself on a culture where leadership is approachable, staff are well-informed, aligned, supported and rewarded routinely.

Role Overview

The Technical Account Manager position is designed for someone eager to integrate the responsibilities of account management and consultancy fully, rather than just reactively managing client needs. The role involves acting as a dependable advisor to SMB and mid-market clients — including organizations with nearly 500 seats— and engaging directly with senior leaders and executives. This position offers freedom to tailor the role to best suit you and your clients' needs, leading strategic discussions and guiding technology roadmaps from conception to execution.

Responsibilities

• Developing genuine, enduring client relationships beyond transactional engagements
• Serving as a trusted consultant to high-level stakeholders, including C-suite executives
• Providing guidance on IT strategies, infrastructure, security measures, and operational practices
• Identifying areas for improvement or simplification in clients' IT approaches
• Balancing adherence to process with adaptive, thoughtful challenges where appropriate
• Collaborating internally with delivery teams to ensure impactful outcome delivery
• Driving significant, measurable improvements for clients beyond maintaining satisfaction

Candidate Requirements

• Demonstrated success in senior roles at MSPs, MSSPs, integrators, or equivalent organizations
• Experience servicing SMB and mid-market clients with the ability to engage and sell to the C-suite
• Strong track record in client retention, account management and growth through trusted partnerships
• Confidence and expertise in consulting on IT strategy, infrastructure, security, and technology planning
• Organizational proficiency in using CRM systems, forecasting, reporting, and managing cross-team coordination
• Ability to communicate clearly, constructively challenge ideas, and follow through to execution

Perks and Benefits

• Competitive salary up to NZD 95,000 with no commission
• Access to Uprise platform including one-on-one sessions with qualified psychologists or counsellors
• Flexible hybrid work options promoting a balanced work-life integration
• 10 paid study days annually plus active encouragement and resources for continuous learning
• Regular internal training sessions and a comprehensive learning library
• Participation in FastTrack mentoring programs and the MAD Council promoting equality and environmental efforts
• Frequent social gatherings and an engaging, supportive team environment

Additional Information

Neurodiversity: The company encourages applications from neurodiverse candidates, recommending disclosure to offer appropriate accommodations and flexible options during the recruitment process.

Use of AI: AI tools support but do not determine hiring decisions, operating in compliance with the Privacy Act 2020.

This position invites professionals who are seeking an empowered, impactful role with autonomy and the ability to influence meaningful change in client IT environments.