Technical Account Manager

2 weeks ago

Melbourne, Australia First Focus Full time

First Focus is Australia's #1 ranked Managed Service Provider, with almost 260 staff across Australia, New Zealand and the Philippines. We have grown consistently and profitably for over 15 years and we're continuing to win new clients and evolve our solutions.

Life at First Focus is all about helping our customers use technology. We simplify, we succeed as a team, and when something isn't right, we call it out. We listen to each other, and to our customers. We make changes (often very quickly) and we don't tolerate office politicsWe are seeking a Technical Account Manager within our Client Services Team based at our Melbourne office. The Technical Account Manager (TAM) role would appeal to experienced TAM with Level 3 or Level 4 Service Desk Support level of technical knowledge.

**Responsibilities**:

- Develop and maintain strong relationships with your Clients
- Take technical ownership of client environments, ensuring they are robust, well managed and meet the Client's needs
- Design technical solutions, develop and present Proposals for up-sell opportunities
- Mentor your team in the delivery of service and technical support
- Monitor and improve customer satisfaction results
- Identify opportunities to improve your customer's environments through Problem analysis and management

**Requirements**:
To be successful in this role, you'll need:

- 2+ years' experience in a similar function within a MSP
- Strong technical capability in a Wintel environment
- Strong commercial acumen
- Demonstrated experience dealing with C-level executives, in both good times and bad
- Leadership experience / ambition
- Relevant IT certifications
- Strong analytical skills
- An in-depth understanding of SLAs / ITIL
- Experience with Account / Client Management principles and practices

**Benefits**
- Join an awesome team of talented, dedicated professionals
- Award winning company, great culture, leading technical solutions
- Huge opportunities for career advancement and development

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