Client Engagement Manager

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.

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.

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.

• Build and run a rolling engagement calendar – newsletters, webinars, exec briefings, product spotlights.
• Craft copy that sings – from snappy subject lines to value-packed thought-leadership pieces.
• 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

• Some experience in internal marketing, client engagement, 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.
• Understanding of 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).

Our values are central to who we are and what we do, so they are key aspect of decision making for us when hiring. This means they are worth reviewing if you are considering applying for this exciting position in our team. They can be found on the About Us page of our website.

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.

First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.

Ready to take the next step in your career? Join us at First Focus and be part of a team where your contributions make a real difference. Explore more on our values and culture by visiting the First Focus site. Apply today