The Company
Our client is a progressive Managed Services Provider established in 1995, delivering remote IT support Australia-wide, with on-site support available across Coffs Harbour, Port Macquarie, Tamworth, Sydney and Brisbane.
They strive to make a meaningful impact for each client by providing best-in‑class managed IT support, cybersecurity, private cloud, networking & wireless, internet & private WAN, telephony, and digital marketing solutions. They are also leading the way in ICT solutions with the mission of combining world‑class technology solutions with exceptional service to achieve greater overall success for clients.
Due to continued growth, we are seeking an experienced Client Services Manager with strong MSP experience to join their Coffs Harbour–based team.
About the Role
The Client Services Manager is responsible for leading a team of account management and client‑facing professionals while also overseeing a portfolio of key clients. This role combines strategic client management with people leadership, ensuring exceptional service delivery, strong client relationships, and team performance.
As a trusted adviser, you will develop a deep understanding of clients' business needs, provide strategic technology guidance, and ensure your team consistently delivers value‑driven outcomes. You will play a critical role in mentoring, coaching, and developing your team while driving long‑term client success and growth.
Key Responsibilities
* Travel as required to visit and support clients across Coffs Harbour and surrounding regions, attending onsite meetings, reviews and key engagements
* Lead, coach and develop a client services/account management team, fostering a high‑performance and customer‑centric culture
* Provide day‑to‑day people management, including performance management, development planning and ongoing coaching
* Manage a portfolio of 20–30 high‑value clients, building strong, long‑term relationships through a detailed understanding of each client's business
* Act as the primary escalation point for key clients and complex issues
* Ensure products and services are aligned to client needs, positioning technology as a key value driver for their business
* Continually communicate the value of services through regular reporting, reviews and strategic client conversations
* Proactively manage clients by developing client‑specific IT strategies and managing critical renewals
* Collaborate closely with internal technical and delivery teams to ensure positive outcomes for clients
* Develop and present complex proposals that support clients' long‑term business strategies, managing the proposal process end‑to‑end
* Generate and follow up on leads with prospective clients and identify growth opportunities within existing accounts
* Attend local business events and networking functions to strengthen relationships and identify new business opportunities
About You
* Demonstrated experience in the Managed ICT Services industry is essential
* Proven experience in B2B account management within an MSP environment
* Previous experience leading or mentoring a team, with a genuine passion for people management
* Experience managing large, complex or high‑value client accounts is highly advantageous
* Strong interpersonal skills with a client‑first mindset
* Exceptional communication skills, both written and verbal
* Highly developed organisational skills with the ability to thrive in a fast‑paced environment while consistently meeting client expectations
This role offers a high level of job satisfaction, allowing you to integrate deeply within clients' businesses while leading and developing a team that contributes directly to their success. If you are looking to progress your career with a company where your leadership and expertise will be valued, please submit your resume and cover letter.
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