Technical Account Manager

Own the relationship. Shape the strategy. Make IT matter.

First Focus is Australia’s best mid-market Managed Service Provider. We say it confidently and Cloudtango agrees. Eight years running as the #1 MSP in Australia, which in tech years is basically a lifetime. We have over 330 staff across Australia, New Zealand and the Philippines, and after 15+ years of steady growth we are still expanding.

We are informed, aligned, supportive and we reward performance. We hire smart people, give them real responsibility, and back them properly. No politics. No smoke and mirrors. Just good people doing meaningful work.

The Role
This is not a “swing by once a quarter and ask if everything is fine” kind of gig.

As a Technical Account Manager at First Focus, you are the trusted advisor for a portfolio of small and mid-market clients. You sit comfortably between technology and business, translating complexity into clarity and helping clients make smart commercial decisions about their IT.

You are technically capable, commercially sharp, and you know how to run a room. You can talk infrastructure, cloud and security with engineers, then switch gears and discuss risk, ROI and roadmap priorities with customers from IT management to the C-Suite without breaking stride.

You will:

Act as the primary technical and strategic advisor for your client portfolio
Lead QBRs, roadmap planning sessions and business reviews that actually mean something
Translate technical recommendations into practical business outcomes
Identify opportunities for security uplift, infrastructure improvement and smarter investment
Help customers move from reactive IT to CORE, our service that secures environments, manages AI and automation, enforces governance and delivers measurable ROI
Work closely with engineering and service teams to ensure commitments are delivered
Build long-term, trusted relationships where clients feel genuinely supported

Requirements

Why You’ll Love It Here
Real ownership of your accounts, not a revolving door
Autonomy to make decisions, backed by experienced leadership
Engineers who know what they are doing and actually answer the phone
A culture that encourages you to Wow the Customer, not just keep them quiet
Hybrid working that respects life outside work
What We’re Looking For
Experience as a Technical Account Manager, IT Consultant or similar role in an MSP or complex multi-client environment
Strong technical foundation across infrastructure, cloud, security and modern workplace
Confident communicator with senior stakeholders and C-suite executives
Solid commercial awareness, comfortable discussing budgets, value and long-term planning
Calm, solutions-focused mindset when things get complex
Clear communication, strong ownership and reliable follow-through
Someone who aligns with our values

Benefits

First Focus’ values are based around keeping everyone informed, aligned, supported and rewarding performance. We do not just talk culture. We live it.

Competitive salary package including up to $140,000 + other benefits
Free access to Uprise, 1:1 coaching with qualified psychologists or counsellors
Flexible working for work-life balance
“Never Stop Growing”: 10 paid study days per year, exam fees paid, pay rises for certifications (conditions apply)
Weekly internal training and access to our learning library
FastTrack mentoring program
MAD Council, focusing on equality, charity and the environment
Tesla company car option (conditions apply)
Regular social events and a genuinely great team culture
You can read more about how we operate and what we stand for here: https://www.firstfocus.com.au/about-us/

First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.

We’re not looking for someone to manage accounts. We’re looking for someone clients trust when decisions matter. If that sounds like you, we should probably meet.