Technical Account Manager

16 hours ago

Perth, Western Australia Managed IT Pty Ltd Full time $80,000 - $120,000 per year
About Us

Managed IT is a Perth-based Managed Services Provider celebrating over 20 years of delivering best-practice IT and cybersecurity outcomes to local government, not-for-profit, and mid-market clients across Western Australia.

We operate with a high-trust, high-accountability culture and pride ourselves on long-term client relationships, operational excellence, and ISO 27001-aligned service delivery.


The Opportunity

We're expanding our Client Success team and seeking a Technical Account Manager to own the post-sales customer lifecycle. You'll be the strategic bridge between our clients and technical teams—driving proactive engagement, aligning roadmaps to business outcomes, and ensuring Managed IT continues to deliver measurable value.


Key Responsibilities
  • Customer Ownership: Manage a defined portfolio of Managed Services clients and lead the cadence of onboarding, quarterly reviews (QBRs), and roadmap sessions.
  • Operational Alignment: Ensure environments align with ITIL processes across incidents, requests, changes, and problems via PSA/RMM systems (Autotask, Datto RMM, etc.).
  • Value Realisation: Use metrics such as SLA attainment, patch compliance, and asset hygiene to demonstrate ROI and continuous improvement.
  • Escalation & Risk: Maintain risk registers, coordinate major incident communication, and ensure effective resolution through structured escalation pathways.
  • Growth Through Trust: Identify opportunities to enhance client outcomes through additional services—such as M365, Intune, EDR, BCDR, and vCIO/vCISO offerings.
  • Governance & Compliance: Support clients' cybersecurity maturity journey by aligning with frameworks such as the ACSC Essential Eight, CIS, and NIST CSF.
  • Reporting & Insights: Present quarterly performance scorecards, ensuring clarity and transparency for client stakeholders.

What You'll Bring
  • 4–7+ years in a Technical Account Manager, vCIO, or Senior Systems Engineer role within an MSP environment.
  • Strong working knowledge of Microsoft 365, Entra ID (Azure AD), Intune, networking, and endpoint security tools.
  • Familiarity with Autotask, Datto RMM, or similar PSA/RMM platforms.
  • Excellent communication skills with the ability to translate technical depth into executive-level insights.
  • Understanding of ITIL practices and general familiarity with ISO 27001 or cybersecurity compliance frameworks.
  • Relevant certifications such as ITIL Foundation, Microsoft certifications (M365, Azure), or cybersecurity qualifications are highly regarded
  • Full Australian working rights and the ability to visit clients on-site within the Perth metro area as required.
  • Valid Australian driver's licence and reliable transport for client site visits
  • Ability to obtain relevant security clearances or pass background checks as required by clients
  • Bachelor's degree in IT, Engineering, Business, or related field (or equivalent experience)

What's on Offer
  • Competitive salary package.
  • Laptop, certification support, and ongoing professional development.
  • Opportunity to work with a highly experienced technical leadership team in a values-driven, ISO-aligned MSP.
  • Career pathway to Senior TAM or vCIO roles.

No Recruiters please.

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