Technical Account Manager (IT)

It usually starts like this.

You’re grabbing a coffee somewhere in Auckland, pretending you’re just “checking emails,” when in reality you’re solving three client problems, calming down a fourth, and wondering if there’s a role out there where you could actually shape things instead of just reacting to them.

Good news, there is.

About First Focus

First Focus has spent the last nine years being recognised by Cloudtango as Australia’s #1 mid-market Managed Service Provider. While the award might have been earned across the Tasman, the standards, culture, and customer experience that got us there are exactly what we’re bringing to New Zealand. (And after nine years of winning, we’re starting to think we might actually need a bigger trophy cabinet.)

We’re now pushing close to 500 people globally, and just when things were getting interesting, we’ve announced our merger with Integris. Which means we’re about to become one of the largest and broadest SMB MSPs on the planet.

No pressure.

What that actually means for you is simple: bigger clients, broader capability, more opportunity, and a front-row seat to something genuinely exciting, without losing the culture that got us here in the first place.

We’re still a business where people know your name, where leadership is accessible, and where being informed, aligned, supported, and rewarded isn’t just a slide in a deck, it’s how things actually run day to day. You can read more about how we think about that here: https://www.firstfocus.com.au/about-us/. And yep, we know everyone has these, but here we hire by them, reward by them, and make business decisions using them.

The Role

This role is for someone who’s a bit tired of being “the account manager” or “the consultant” and would quite like to be both, properly.

You’ll operate as a trusted advisor and Technical Account Manager, working with a range of SMB and mid-market clients, some approaching 500 seats, partnering directly with senior stakeholders and the C-suite. You won’t just manage relationships, you’ll shape them.

The way this role plays out is not fixed. There's no dusty playbook to follow. You get to build this role in a way that actually makes sense, for you and for your clients.

You’ll help organisations navigate complexity, make smarter decisions, and turn business priorities into practical technology roadmaps that actually get delivered. You’ll lead strategic conversations, help clients plan what’s next, and occasionally stop them from buying something they absolutely do not need (they’ll thank you later).

If you’ve ever wanted to have a bigger impact, this is where you stop saying it and start doing it.

Why You’ll Love It Here

• You’ll have real autonomy, not the “empowered within strict boundaries” kind
• You’ll work with established SMB and mid-market clients who expect, and value, proper thinking
• You’ll help shape your clients' technology strategy and roadmap, not just report on it
• You’ll be part of a business that’s growing fast, but still knows how to laugh at itself
• You’ll join at a moment where things are genuinely changing, in a good way

Requirements

What You’ll Be Doing

• Building relationships that are real, not transactional
• Acting as a trusted advisor to senior stakeholders and C-level execs
• Guiding clients across IT strategy, infrastructure, security, and operations
• Identifying opportunities to improve, simplify, or rethink how things are done
• Balancing structure and flexibility, knowing when to follow process and when to challenge it
• Working closely with internal teams to deliver outcomes that actually land
• Making a measurable difference to your clients, not just keeping them "happy"

What You’ll Bring

We’ll keep this refreshingly simple:

• Proven success in a senior role within an MSP, MSSP, integrator, or similar
• Experience working with SMB and mid-market clients and selling into the C-suite
• A strong track record in account management, client retention and growth, you know how to build and retain trust
• Confidence in consulting across IT strategy, infrastructure, security, and technology roadmaps
• Strong organisational skills with experience managing CRM, forecasting, reporting and coordinating client outcomes across delivery teams
• The ability to challenge constructively, communicate clearly, and follow through

Bonus points for a sense of humour and a low tolerance for unnecessary complexity.

• Competitive salary package including up to $110k, 100% salary, 0% commission

• Free access to Uprise, including 1:1 coaching with qualified psychologists or counsellors
• Flexible hybrid working for work-life balance
• Never Stop Growing, 10 paid study days per year and real motivation to grow and learn
• Regular internal training and access to a learning library
• FastTrack mentoring program
• MAD Council, focused on equality, charity, and the environment
• Regular social events and a genuinely great team culture
  

The Ending Bit (Where This Comes Full Circle)

Remember that coffee?

The one where you’re juggling problems, making decisions, and quietly being the person everyone relies on, without always getting the space to do it properly?

This role is that moment, just with the backing, autonomy, and scale to actually do it well.

So next time you’re sitting there, thinking “there has to be something better than that,” you’ll know there is.

Because ideally, you’ll already be doing it.

Neurodiversity: 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.

AI in Recruitment: We use AI-assisted recruitment tools as part of our recruitment process. These tools do not make hiring decisions. Candidate information is handled in accordance with the Privacy Act 1988 (Cth).