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.