Client Engagement Manager

6 days ago

Mascot, Australia First Focus Full time

First Focus is Australia's **best**Managed Service Provider (MSP), with a team of over 300 technical professionals across offices in Australia, New Zealand and the Philippines. For over 15 years, we've grown by winning new clients and constantly raising the bar. Now, we're looking for a standout **Client Engagement Manager** to turn satisfied customers into raving fans at Australia’s #1 mid-market MSP.

**Why First Focus?**:
Eight-time winner of “Best MSP in Australia” - work with people who actually get tech, from L1 to CEO.  

Fast-growing (330+ seats and counting) with big plans and zero bureaucracy.

One paid training day every month, hybrid flexibility, and the chance to help shape our “Super Green Experience” for clients.

**The impact you’ll make**:
Picture 200+ newly acquired businesses. Your mission is to move them from “who are First Focus?” to “couldn’t live without them.” You’ll architect the comms calendar, spark conversations that matter, and coach our Account Managers so every touchpoint hits the mark.

**What You'll Do**:

- Build and run a rolling engagement calendar - newsletters, webinars, exec briefings, product spotlights.
- Orchestrate event invites and VIP gifts that surprise, delight, and deepen relationships.
- Champion data - track NPS, stack-attainment, and engagement metrics; share insights with AMs & leadership.
- Uplift others - create templates, playbooks, and quick-hit training so our AM team’s outreach is consistently wowing our customers.

**Requirements**:

- 3+ yrs in client engagement, ABM, customer success, or account management (MSP / IT sector a big plus).
- A storyteller’s pen and a strategist’s brain - you can think campaign, write copy, and read the numbers.
- CRM/marketing-automation chops (HubSpot, ConnectWise, or similar).
- Natural influencer - comfortable leading cross-functional projects without direct authority.
- An instinct for building genuine, human relationships (phone, Zoom, coffee - whatever it takes).

**Benefits**

First Focus’ values are based around keeping everyone informed, aligned, supported, and rewarding performance. Some examples of this include:

- A competitive salary as part of a great package
- All employees have free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counsellors
- First Focus understands the importance of flexibility for a satisfying work-life balance, which is why we offer hybrid working arrangements
- ‘**Never Stop Growing**’ is deeply embedded in our DNA - we offer 1 paid study day every month and support employees towards certifications and qualifications - we will not only pay for exams when you pass but will also give you a pay rise for achieving certs (conditions apply, of course)
- Staff are encouraged to take advantage of our weekly internal training sessions and library
- Opportunities for personal and **professional development**with our FastTrack mentor, Leadership Lab and Leadership Academy training programs
- We have our very own MAD (making a difference) Council, focusing on equality, charity, and the environment
- Option of a Tesla company car as part of your ongoing employment package (conditions apply)
- Regular social events and a great team culture
- Profit share as loyalty incentive for long termers.

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