Account Manager – Managed Services (Remote)

Minutes To Seconds

Metro Manila

Remote

PHP 480,000 - 720,000

Full time

3 days ago

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Benefits offered by this job

Work from home

Job summary

Minutes To Seconds is seeking an experienced IT Account Manager to grow relationships with Australian clients for a worldwide MSP. You will coordinate service delivery, manage the contract lifecycle and identify opportunities to expand services such as Microsoft 365, Azure and cybersecurity.

The role is fully remote from the Philippines, aligning with Australian business hours and collaborating with an Australian management and technical team to ensure high customer satisfaction and smooth

Qualifications

3–5+ years in IT Account Management or MSP environments.
Experience with Australian clients is a plus.
Strong understanding of managed IT services and ITIL/Service Delivery.
Excellent written and verbal English communication.
Comfortable working independently in a remote setup.
Strong negotiation and commercial skills.

Responsibilities

Act as primary contact for assigned Australian clients.
Build and maintain strong client relationships.
Understand client IT environments and priorities.
Conduct regular client meetings and reviews.
Coordinate IT service delivery with technical teams.
Monitor SLA performance and incident trends.
Prepare account performance reports and proposals.
Support renewals and contract negotiations.

Skills

IT Account Management

Client relationships

Account management

Cloud & IT infra

English communication

Commercial & negotiation

Remote work

Australian hours

Education

Bachelor's degree in IT/Business/Management

Tools

Microsoft 365

Azure

Windows/AD/Entra ID

Microsoft Intune

Networking

Firewalls

Endpoint security

Backup & DR

RMM/PSA tools

Job description

Microsoft Intune
Understanding prospective clients' IT requirements.

Position

IT Account Manager – Managed Services (MSP)

Location

Philippines – Work From Home

Client

Australian Managed Services Provider (MSP)

Employment Type

Full-time

Working Hours

Australian business hours – primarily AEST/AEDT, based on client requirements.

About The Role

We are looking for an experienced IT Account Manager to manage and grow relationships with Australian clients of a Managed Services Provider (MSP).

The successful candidate will act as the primary relationship contact for a portfolio of Australian clients, ensuring high levels of customer satisfaction, coordinating IT service delivery, identifying opportunities for improvement and supporting the growth of existing accounts.

This role requires a strong understanding of managed IT services, service desk operations, cloud services, cybersecurity and IT infrastructure, combined with excellent relationship management and commercial skills.

The position is 100% work from home in the Philippines, working closely with an Australian-based management and technical team.

Key Responsibilities

Client & Account Management

Act as the primary point of contact for assigned Australian clients.
Build and maintain strong, long-term relationships with clients.
Develop an understanding of each client's business, IT environment and strategic priorities.
Conduct regular client meetings and account reviews.
Understand client concerns and ensure they are addressed promptly.
Monitor customer satisfaction and proactively address potential issues.
Maintain accurate account information, contacts, opportunities and activities in the CRM.
Ensure client expectations are clearly communicated to internal technical teams.

Managed IT Services

Develop a strong understanding of the services provided by the MSP, including:

Managed Service Desk
Desktop and end-user support
Microsoft 365
Microsoft Azure
Cloud services
Network and infrastructure management
Backup and disaster recovery
Cybersecurity
Endpoint management
Microsoft Intune
Hardware and software management
IT monitoring and maintenance
IT projects and migrations
vCIO / strategic IT advisory services

The Account Manager does not necessarily need to be a hands-on technical engineer but must be able to understand client requirements and communicate effectively with technical teams.

Service Delivery Coordination

Monitor the overall service experience of assigned accounts.
Review service desk performance, ticket trends and SLA performance.
Escalate recurring or critical service issues to the appropriate technical teams.
Coordinate resolution of client concerns.
Track outstanding actions and ensure timely follow-up.
Work with Service Delivery Managers and Technical Leads to improve service quality.
Identify recurring problems and recommend improvements.
Ensure clients receive regular communication regarding major incidents and service issues.

Account Reviews & Reporting

Conduct regular Monthly / Quarterly Business Reviews (MBRs/QBRs).
Prepare account performance reports covering:
- Ticket volumes
- SLA performance
- Response and resolution times
- Major incidents
- Service trends
- Projects
- Security issues
- Client satisfaction
Present service performance and improvement recommendations to clients.
Track and communicate agreed actions following account review meetings.

Sales & Account Growth

Identify opportunities to expand services within existing accounts.
Identify client requirements for:
- Microsoft 365
- Azure and cloud services
- Cybersecurity
- Backup and disaster recovery
- Network upgrades
- Hardware
- IT projects
- Managed services
- Professional services
Work with technical teams to develop appropriate solutions.
Prepare proposals and coordinate quotations.
Follow opportunities through to closure.
Support account renewal and contract negotiations.
Identify opportunities for upselling and cross-selling.
Maintain an accurate sales pipeline and forecast.

New Client Support

Where required, support the Australian sales team with new client opportunities by:

Participating in discovery meetings.
Understanding prospective clients' IT requirements.
Coordinating technical assessments.
Supporting proposal development.
Preparing client presentations.
Assisting with onboarding new customers.

Key Skills & Experience

Essential

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.

Technical Understanding

The candidate should have a good working knowledge of several of the following:

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
Remote monitoring and management (RMM)
Professional Services Automation (PSA) tools

Hands-on technical experience is not mandatory, but the candidate must be able to understand technical discussions and explain IT concepts to non-technical clients.

Commercial Responsibilities

The Account Manager will be expected to contribute to the commercial performance of the accounts by:

Managing contract renewals.
Identifying additional service requirements.
Preparing and following up on quotations.
Tracking recurring revenue opportunities.
Identifying upselling and cross-selling opportunities.
Supporting pricing and commercial negotiations.
Maintaining account revenue and margin targets.
Reducing customer churn.

Australian Market Experience

Experience Working With Australian Businesses Will Be Strongly Preferred.

The candidate should understand:

Australian business communication standards.
Australian IT service expectations.
MSP/client engagement models.
SLA-based service delivery.
IT procurement processes.
Professional communication with Australian business owners, IT Managers and senior executives.

Experience dealing with SMEs and mid-market Australian businesses will be an advantage.

Key Stakeholders

Business Owners
Managing Directors
CIOs / CTOs
IT Managers
Operations ManagersFinance Managers
Service Desk Managers
Technical Engineers
Cybersecurity teams
Vendors and technology partners

KPIs

Client Satisfaction

Customer satisfaction / NPS
Client retention
Customer complaints and escalations
Quality of client communication

Service Management

SLA performance
Resolution of escalated issues
Timeliness of client follow-ups
Completion of account actions

Account Growth

Account revenue growth
Upsell and cross-sell revenue
Renewal rate
Gross margin
New opportunities generated

Account Management

Completion of regular account reviews
CRM accuracy
Account plans
Client engagement frequency
Pipeline and forecast accuracy

Qualifications

Bachelor's degree in IT, Business, Management or a related discipline preferred.
ITIL certification is an advantage.
Microsoft certifications are an advantage.
MSP / IT service management certifications are desirable.
Sales or account management certifications are an advantage.

Ideal Candidate Profile

The ideal candidate is someone who can speak both “IT” and “business.”

The ideal candidate should be able to understand a client's technical problems, coordinate with engineers to resolve them, explain the solution clearly to the client and identify opportunities to improve or expand the client's IT environment.