IT Account Manager – Managed Services

Minutes to Seconds

IT Account Manager managing Australian MSP client relationships from the Philippines. Coordinating service delivery, client reviews, renewals and account growth.

Posted 8/12/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Account Management and Customer Success, with a strong focus on client relationship management, service delivery, and understanding of Managed IT Services. Proficient in preparing performance reports, conducting business reviews, and supporting sales initiatives within the Australian market.

Highest-signal resume keywords

IT Account ManagementClient Relationship ManagementManaged IT ServicesMicrosoft 365ITIL Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service DeliveryAccount ManagementCloud ServicesIT InfrastructureNegotiation SkillsSales Pipeline ManagementTechnical AssessmentsProposal PreparationSLA ManagementCustomer Onboarding

Soft Skills

Communication SkillsProblem-SolvingIndependenceClient EngagementCustomer Satisfaction Monitoring

Tools & Technologies

Microsoft AzureActive DirectoryMicrosoft IntuneNetworkingFirewallsEndpoint SecurityBackup and Disaster RecoveryCybersecurityService Desk ToolsRMM and PSA Tools

Certifications & Qualifications

ITIL CertificationMicrosoft CertificationsMSP CertificationsSales Management CertificationAccount Management Certification

Industry Keywords

Australian ClientsSLA-Based Service DeliveryIT Procurement ProcessesSME EngagementMid-Market Businesses

Tech Stack

Tools & technologies

AzureCloudCyber SecurityFirewallsITSM

About the role

Key responsibilities & impact

Act as the primary point of contact for assigned Australian clients
Build and maintain long-term client relationships
Conduct regular client meetings and account reviews
Monitor customer satisfaction and address potential issues
Maintain accurate account information, opportunities and activities in the CRM
Coordinate managed IT service delivery and client concerns
Review service desk performance, ticket trends and SLA performance
Escalate recurring or critical service issues to technical teams
Coordinate Monthly and Quarterly Business Reviews
Prepare account performance reports covering tickets, SLAs, incidents, service trends, projects and satisfaction
Present service performance and improvement recommendations to clients
Identify opportunities to expand services within existing accounts
Prepare proposals and coordinate quotations
Support renewals, contract negotiations, upselling and cross-selling
Maintain sales pipeline and forecast accuracy
Support the Australian sales team with discovery meetings, technical assessments, proposals, presentations and customer onboarding
Contribute to account revenue, margin, retention and churn targets
Interact with business owners, executives, IT managers, service desk managers, engineers, cybersecurity teams, vendors and technology partners

Requirements

What you’ll need

3–5+ years of experience in IT Account Management, Customer Success, Service Delivery or MSP environments
Experience working with Australian clients is highly desirable
Good understanding of Managed IT Services / MSP business models
Strong client relationship management skills
Experience managing multiple client accounts
Strong understanding of IT infrastructure and cloud services
Excellent written and verbal English communication
Strong commercial and negotiation skills
Ability to work independently in a remote environment
Comfortable working Australian business hours
Working knowledge of Microsoft 365, Azure, Windows environments, Active Directory / Entra ID, Microsoft Intune, networking, firewalls, endpoint security, backup and disaster recovery, cloud computing, cybersecurity, Service Desk / ITIL processes, RMM and PSA tools
Ability to understand technical discussions and explain IT concepts to non-technical clients
Bachelor's degree in IT, Business, Management or a related discipline preferred
ITIL certification, Microsoft certifications, MSP / IT service management certifications and sales or account management certifications are advantageous or desirable
Understanding of Australian business communication standards, IT service expectations, MSP/client engagement models, SLA-based service delivery and IT procurement processes
Experience dealing with SMEs and mid-market Australian businesses is an advantage

Benefits

Comp & perks

100% work from home
Australian business hours – primarily AEST/AEDT, based on client requirements