Job Description

Own the relationship. Shape the strategy. Make IT matter.

First Focus is Australia’s (aka the West Island) #1 mid-market Managed Service Provider, 9 years running Cloudtango says so, and we are far too modest to argue with independent validation 😊. We now have almost 400 staff across New Zealand, Australia and the Philippines, and after 15+ years of steady growth, we have our sights set firmly on becoming New Zealand’s #1 too. No pressure, Christchurch. Well, maybe a little.

We are informed, aligned, supportive and we reward performance We hire smart people, give them real responsibility, and back them properly. No politics. No smoke and mirrors. Just good people doing meaningful work, ideally without needing to explain why the Wi-Fi dropped out during a nor’wester.

The Role

This is a senior relationship and strategy role, not a ticket-chasing, meeting-filling, “let’s circle back until everyone loses the will to live” kind of position.

As a Technical Account Manager at First Focus, you will be the trusted strategic advisor for a portfolio of small and mid-market clients across Christchurch and beyond. You will help senior stakeholders make confident decisions about technology, security, risk, investment and long-term IT direction.

You will sit comfortably at the intersection of business and technology. One minute you might be discussing infrastructure, cloud and security with engineers, the next you are helping executives understand risk, ROI, roadmap priorities and why “we’ll just leave it as is for now” is not always the brave leadership move people think it is.

This role suits someone who brings technical credibility, commercial maturity and genuine relationship depth. You know how to earn trust, guide decision-making and bring clarity to complex environments without making people feel like they need a glossary, a strong coffee and a lie down.

Requirements

You will

• Act as the primary technical and strategic advisor for your client portfolio
• Lead QBRs, roadmap planning sessions and business reviews that actually mean something
• Translate technical recommendations into practical business outcomes
• Identify opportunities for security uplift, infrastructure improvement and smarter investment
• Help customers move from reactive IT to CORE, our service that secures environments, manages AI and automation, enforces governance and delivers measurable ROI
• Work closely with engineering and service teams to ensure commitments are delivered
• Build long-term, trusted relationships where clients feel genuinely supported

Why You’ll Love It Here

• Real ownership of your accounts, not a revolving door
• Autonomy to make decisions, backed by experienced leadership
• Engineers who know what they are doing and actually answer the phone
• A culture that encourages you to Wow the Customer, not just keep them quiet
• Hybrid working in Christchurch that respects life outside work, including the occasional need to be somewhere nicer than a meeting room when the weather turns on one of its rare convincing performances

What We’re Looking For

• Experience as a Technical Account Manager, IT Consultant or similar role in an MSP or complex multi-client environment
• Strong technical foundation across infrastructure, cloud, security and modern workplace
• Confident communicator with IT stakeholders and C-suite executives
• Solid commercial awareness, comfortable discussing budgets, value and long-term planning
• Calm, solutions-focused mindset when things get complex
• Clear communication, strong ownership and reliable follow-through
• Someone who aligns with our values

Benefits

First Focus’ values are based around keeping everyone informed, aligned, supported and rewarding performance We do not just talk culture. We live it.

• Competitive salary package including up to NZ$90,000 + other benefits
• Free access to Uprise, 1:1 coaching with qualified psychologists or counsellors
• Flexible working for work-life balance
• “Never Stop Growing” 10 paid study days per year, exam fees paid and other support (conditions apply)
• Regular internal training and access to our learning library
• FastTrack mentoring program
• MAD Council, focusing on equality, charity and the environment
• Regular social events and a genuinely great team culture
  

At First Focus, one of our core values is “ Be the Solution”, and this role lives right in that space. You’ll help clients cut through complexity, make confident technology decisions and turn IT from something they worry about into something that genuinely supports their business. You’ll also bring “ Wow the Customer” to life through calm advice, commercial judgement and trusted follow-through. No jazz hands required, thankfully. You can read more about how we operate and what we stand for at 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.

We’re not looking for someone to manage accounts. We’re looking for someone clients trust New Zealand wide when decisions matter, whether that’s during a board meeting, a roadmap session, or while everyone is quietly pretending the traffic around Riccarton is normal and fine. If that sounds like you, we should probably meet.