IT Account Manager – Managed Services

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Minutes to Seconds

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

🤝 B2B

👥 HR Tech

☁️ SaaS

B2B • HR Tech • SaaS

Minutes to Seconds is a company specializing in IT outsourcing and workforce augmentation services. They help clients address skill gaps and project-specific needs by providing tailored solutions for local and offshore team recruitment. Their focus is on matching candidates to job roles efficiently to enhance operational efficiency, drive technological advancement, and support sustainable growth for businesses.

📋 Description

• Act as the primary point of contact for assigned Australian clients • Build and maintain long-term client relationships • Conduct regular client meetings and account reviews • Monitor customer satisfaction and address potential issues • Maintain accurate account information, opportunities and activities in the CRM • Coordinate managed IT service delivery and client concerns • Review service desk performance, ticket trends and SLA performance • Escalate recurring or critical service issues to technical teams • Coordinate Monthly and Quarterly Business Reviews • Prepare account performance reports covering tickets, SLAs, incidents, service trends, projects and satisfaction • Present service performance and improvement recommendations to clients • Identify opportunities to expand services within existing accounts • Prepare proposals and coordinate quotations • Support renewals, contract negotiations, upselling and cross-selling • Maintain sales pipeline and forecast accuracy • Support the Australian sales team with discovery meetings, technical assessments, proposals, presentations and customer onboarding • Contribute to account revenue, margin, retention and churn targets • Interact with business owners, executives, IT managers, service desk managers, engineers, cybersecurity teams, vendors and technology partners

🎯 Requirements

• 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 • Working knowledge of 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, RMM and PSA tools • Ability to understand technical discussions and explain IT concepts to non-technical clients • Bachelor's degree in IT, Business, Management or a related discipline preferred • ITIL certification, Microsoft certifications, MSP / IT service management certifications and sales or account management certifications are advantageous or desirable • Understanding of Australian business communication standards, IT service expectations, MSP/client engagement models, SLA-based service delivery and IT procurement processes • Experience dealing with SMEs and mid-market Australian businesses is an advantage

🏖️ Benefits

• 100% work from home • Australian business hours – primarily AEST/AEDT, based on client requirements