First Focus

Client Engagement Manager – IT

First Focus

full-time

Posted on:

Location Type: Hybrid

Location: Mascot • Australia

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About the role

  • Drive client engagement and stack adoption
  • Develop strategies to increase stack attainment across the client base
  • Identify engagement gaps and design targeted initiatives to drive product uptake
  • Translate technical offerings into clear, actionable client value propositions
  • Build and manage a segmented engagement framework based on client profile, lifecycle stage, and product usage
  • Customise communication delivery across channels such as email, SMS, client portals, and campaigns
  • Use CRM and engagement data to trigger timely, relevant client interactions
  • Create and execute a rolling client engagement calendar aligned to business priorities
  • Deliver campaigns including product adoption initiatives, lifecycle communications, webinars, and updates
  • Ensure all activity complements and enhances Technical Account Manager (TAM) interactions
  • Work closely with TAMs, Sales, Product, and Marketing to identify engagement opportunities
  • Align communications with events, campaigns, and product releases
  • Build a coordinated calendar that reinforces key client messages across all touchpoints
  • Develop templates, playbooks, and workflows to standardise engagement delivery
  • Track and report on engagement metrics, stack attainment, and client activity
  • Continuously refine the approach based on performance data and client behaviour

Requirements

  • Experience in client engagement, customer success, lifecycle marketing, or account management
  • Strong communication skills, with the ability to translate complex technical concepts into clear messaging
  • A data-led mindset, comfortable working with CRM and engagement data
  • Experience with marketing automation or CRM platforms such as HubSpot or ConnectWise
  • Proven ability to design and execute multi-channel engagement programs
  • Strong stakeholder management skills and the ability to work cross-functionally
  • A practical, outcome-focused approach
Benefits
  • Competitive salary package including up to $ + other benefits
  • Free access to Uprise (1:1 coaching with qualified psychologists or counsellors)
  • Flexible working for genuine work-life balance
  • “Never Stop Growing”, 10 paid study days per year, exam fees paid, and pay rises for certifications (conditions apply)
  • Regular internal training and access to a full learning library
  • FastTrack mentoring program to support your career growth
  • MAD (Making a Difference) Council, supporting equality, charity, and environmental initiatives
  • Tesla company car option (because why not, conditions apply)
  • Regular social events and a genuinely great team culture
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
client engagementcustomer successlifecycle marketingaccount managementmulti-channel engagement programsdata analysisengagement metricsmarketing automationCRM
Soft Skills
strong communicationstakeholder managementcross-functional collaborationoutcome-focused approachstrategic thinking