Senior Technical Account Manager

Here at First Focus, we say we are Australia’s best mid-market Managed Service Provider, and Cloudtango agrees. We’ve been ranked #1 MSP in Australia for eight years running, which is longer than a Barossa shiraz takes to age, except we’re just getting started. With over 300 staff across Australia, New Zealand, the Philippines, India, and Ireland, we’ve been growing steadily for 15+ years. We’re stable, focused, and still winning new clients faster than you can say “managed services.”

We’re a genuinely great place to work (ask anyone who’s stuck around for more than a week). Our culture is dynamic, our leadership is solid, and we only hire the best ... which is where you come in.

The Role

Let’s be upfront.

This is not a “check in once a quarter and ask how things are going” account management role. It’s a senior, trusted-advisor position where clients rely on you to actually understand their environment, their risks, and their business priorities.

If you enjoy meaningful technical conversations, long-term relationships, and being the person clients trust when decisions actually matter, you’re reading the right ad.

• You manage real client relationships, not a revolving door of accounts.
• You sit comfortably between strategy, technology, and people.
• You have autonomy and ownership, with strong backing from engineering and leadership.
• You are encouraged to Wow the Customer, not just keep them quiet.
• Hybrid working in Sydney that respects life outside work.

What You’ll Be Doing

• Leading the charge helping customers move from reactive IT to CORE: - our service that secures client environments, manages AI and automation, enforces governance and training, and provides 24/7 support to drive measurable ROI.
• Acting as the senior technical and strategic advisor for a portfolio of mid-market clients.
• Owning client relationships end-to-end, from roadmaps and risk planning through to ongoing improvement.
• Translating technical complexity into clear, practical business advice.
• Leading QBRs, roadmap sessions, and the occasional tough but necessary conversation.
• Identifying opportunities for security uplift, infrastructure improvement, and smarter IT decisions.
• Working closely with engineers, service teams, and leadership to deliver outcomes that stick.
• Making sure clients feel informed, aligned, and genuinely supported.

Requirements

Requirements

• Proven experience as a Senior Technical Account Manager, IT Consultant, or similar role within an MSP or complex IT environment.
• A strong technical foundation across infrastructure, cloud, security, and modern workplace.
• Confidence working with senior stakeholders and C-suite clients.
• A calm, solutions-focused mindset when things get complex.
• Clear communication, strong ownership, and reliable follow-through.
• Commercial awareness without being overly sales-driven.

Bonus points if you’ve got a sense of humour and values that align with ours.

Benefits

First Focus’ values are based around keeping everyone informed, aligned, supported, and rewarding performance. We don’t just talk culture, we live it. Here’s what you get:

• Competitive package: 100% salary, 0% commission (we trust you to do the right thing)
• Free access to Uprise: 1:1 coaching with qualified psychologists or counsellors
• Hybrid working arrangements, because life happens
• 1 paid study day per month/ 10 per year
• Regular internal training + FastTrack mentor program
• MAD Council: equality, charity, environment, because we care
• Tesla company car option (yes, really, but conditions apply)
• BYOD allowance: $40/month for your laptop or we will provide one (your choice)
• Regular social events, EOFY parties, Christmas shindigs
• Profit sharing* + loyalty bonuses*

Neurodiverse? We’ve Got You.

We welcome neurodiverse candidates and encourage disclosure so we can tailor the experience to showcase your strengths. Ask for our Neurodiversity Statement as we’d love to support you.

If you’re ready to join a team that’s smart, supportive, and just the right amount of cheeky, apply now.