Client Engagement Manager (IT)

Let’s start with the obvious.

Plenty of companies say they “engage” their clients. What they usually mean is they send emails and hope for the best.

That’s not this role.

At First Focus, we’re looking for a Client Engagement Manager who can turn communication into actual engagement, and engagement into real adoption across our service stack. Someone who understands that sending information is easy, but changing behaviour is where the real work happens.

Who we are
First Focus is Australia’s best Managed Service Provider (MSP), with over 360 technical professionals across Australia, New Zealand, and the Philippines. We’ve been growing for more than 15 years by consistently winning new clients and raising the bar on what an MSP should be.

We’re also an nine-time winner of “Best MSP in Australia”, which is nice, but more importantly, we’ve built a team that genuinely understands technology at every level, from frontline support to strategic consulting.

Why First Focus

• Nine-time winner of “Best MSP in Australia”
• A fast-growing organisation with strong momentum and refreshingly little bureaucracy
• One paid training day every month, because growth shouldn’t happen in your spare time
• Hybrid working that actually supports work-life balance
• A genuine opportunity to shape how clients experience and engage with our services

The impact you’ll make
Your role is to move clients from awareness to active engagement and full stack adoption.

Not just hearing from us, but actually interacting with the right products, services, and touchpoints at the right time.
This is a role focused on driving behaviour, not just delivering content.

You’ll design and deliver a data-led engagement model that connects communications, client activity, and product usage. The goal is to reduce reliance on one-off outreach from Technical Account Managers (TAMs), and instead build a scalable, consistent, and measurable client experience.

• Experience in client engagement, customer success, lifecycle marketing, or account management

• Strong communication skills, with the ability to translate complex technical concepts into clear messaging
• A data-led mindset, comfortable working with CRM and engagement data
• Experience with marketing automation or CRM platforms such as HubSpot or ConnectWise
• Proven ability to design and execute multi-channel engagement programs
• Strong stakeholder management skills and the ability to work cross-functionally
• A practical, outcome-focused approach

What you’ll be doing

Drive client engagement and stack adoption

• Develop strategies to increase stack attainment across the client base
• Identify engagement gaps and design targeted initiatives to drive product uptake
• Translate technical offerings into clear, actionable client value propositions

Design data-led, multi-channel engagement journeys

• Build and manage a segmented engagement framework based on client profile, lifecycle stage, and product usage
• Customise communication delivery across channels such as email, SMS, client portals, and campaigns
• Use CRM and engagement data to trigger timely, relevant client interactions

Own the engagement calendar and program delivery

• Create and execute a rolling client engagement calendar aligned to business priorities
• Deliver campaigns including product adoption initiatives, lifecycle communications, webinars, and updates
• Ensure all activity complements and enhances Technical Account Manager (TAM) interactions

Partner across the business to unlock engagement opportunities

• Work closely with TAMs, Sales, Product, and Marketing to identify engagement opportunities
• Align communications with events, campaigns, and product releases
• Build a coordinated calendar that reinforces key client messages across all touchpoints

Embed consistency, scalability and insight

• Develop templates, playbooks, and workflows to standardise engagement delivery
• Track and report on engagement metrics, stack attainment, and client activity
• Continuously refine the approach based on performance data and client behaviour

What success looks like

• Increased client engagement across channels and touchpoints
• Measurable uplift in stack adoption and product utilisation
• Reduced reliance on ad hoc, TAM-led communication
• A consistent, scalable engagement model that genuinely enhances the client experience

AKA What’s in it for you

• Competitive salary package including up to $ + other benefits
• Free access to Uprise (1:1 coaching with qualified psychologists or counsellors)
• Flexible working for genuine work-life balance
• “Never Stop Growing”, 10 paid study days per year, exam fees paid, and pay rises for certifications (conditions apply)
• Regular internal training and access to a full learning library
• FastTrack mentoring program to support your career growth
• MAD (Making a Difference) Council, supporting equality, charity, and environmental initiatives
• Tesla company car option (because why not, conditions apply)
• Regular social events and a genuinely great team culture

A quick note on how we work
At First Focus, our values aren’t posters on a wall. They show up in how we work every day, staying informed, aligned, supported, and rewarding performance.

We also lean heavily into values like Always Communicate, Be the Solution, and Win Together, because this role only works when the whole business is moving in sync. If you’re curious, you can read more about our values here: https://www.firstfocus.com.au/about-us/

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.

The final bit
If you’re someone who enjoys connecting the dots between data, communication, and real client outcomes, and you like the idea of building something scalable rather than repeating the same conversations over and over, this role will suit you.

Apply now. Worst case, you’ve had a look.

Best case, you get to build something that actually works.