Account Manager

Most account management roles in IT are really escalation management. You inherit a list of clients, you find out about the problems when they arrive as complaints, and you spend your week apologising for work other people are doing.

This is not that role.

We are looking for an Account Manager who gets in front of the account: who knows the client’s business well enough to see the risk before it becomes an escalation, who owns the commercial conversation instead of avoiding it, and who leaves the Service and Projects teams clearer than they were.

If you have ever wanted the account to be genuinely yours, this is that job.

You will work across a portfolio of clients from a base in Albion and in home offices across Queensland.

Who are Envisage Technology?

We are all about making technology easy for humans.

Envisage Technology is a Brisbane based IT support company, founded in 1999 and led by CEO Ben Steel. Twenty seven years later we are a team of 29.

We are a Managed Service Provider, and we specialise. About half our clients are private specialist medical practices, so we know that world well: the practice managers, the specialists, the clinical software, and the privacy obligations that sit behind all of it.

Beyond healthcare we support legal, accounting, aged care, and building materials businesses ranging from 5 to 500 users.

We work with our clients, using a consultative approach that guides organisations and their people through their technology decisions.

We are a growing organisation and we are not perfect, but we are committed to delivering our best and being open and accountable when we fall short. Five values guide our strategy, our decisions, and our day to day:

• People come first
• Expertise is earned
• Exceed expectations
• Don’t stand still
• Participate in the community

There’s more

Our team works hard to make sure clients are looked after. We think the Employee Experience matters as much as the Customer Experience, and we have an aspiration of closing out the last 5% in everything we do:

• A bonus of up to 5% of salary for exceeding expectations
• Peer Recognition Bonus
• Annual awards at the Christmas party
• 5% of your time set aside for training
• A training budget so the right learning resources are actually available

We also communicate openly and often, offer flexible working, and put on monthly lunches in the office to get the team together in one room.

What you’ll be doing

You will own the full life of your accounts, from setting the engagement rhythm through to the renewal conversation. Three things tell us it is working: your clients know exactly who owns their account, revenue is protected and growing, and the Service, Projects, and Finance teams are getting clear context from you rather than carrying the noise.

Your regular activities will include:

Owning the relationship

• Acting as the primary relationship owner for your accounts, with trusted contacts at both the executive and the day to day level
• Making sure every client knows who their Account Manager is and how to reach you
• Keeping a working understanding of each client’s business and what matters to them this year

Running the account properly

• Setting and holding a meeting cadence that suits each account’s tier
• Running structured meetings with an agenda, actions, and follow-up that actually happens
• Moving the conversation past the ticket list and into trends, risks, and what comes next
• Keeping the record of decisions, actions, and account history so nothing lives only in your head

Watching for risk

• Tracking service trends and recurring issues across your portfolio
• Being the accountable owner when a major incident or a dissatisfied client needs one, working alongside the Service Manager and the technical teams
• Reading the early signs of dissatisfaction and raising them before they turn into escalations

Owning the commercials

• Knowing your clients’ pricing, agreements, and what is included
• Leading renewal conversations, annual price reviews, and scope changes
• Spotting billing that does not match reality, and working with Finance to fix it

Growing the account

• Finding the opportunities where a service or a project genuinely improves the client’s outcome
• Introducing roadmap conversations where the client is ready for them
• Contributing to pipeline through advisory that clients trust, not upsell they tolerate

Keeping the internal side clean

• Acting as the connection point between the client and our internal teams
• Escalating properly rather than going around the process
• Keeping the CRM current: contacts, notes, opportunities, risks, licences, agreements, and renewal dates

What you’ll bring to the team

You will need to hold a portfolio of competing priorities without dropping the follow-up, and be comfortable talking money with a business owner.

Most of all you will want the account to be well run, not just quiet.

We need experience in:

• Managing competing priorities across a portfolio of client accounts
• Building and holding trusted client relationships at owner and executive level
• Commercial awareness: pricing, renewals, and agreement management
• Structured follow-through and documentation discipline
• Working a CRM properly, including contacts, notes, opportunities, and account hygiene
• Understanding how a recurring revenue service business works, including agreement structures and billing cycles

It would be ideal if you also have:

• Time in an MSP or another recurring revenue service business
• Experience with ConnectWise or a similar PSA
• Enough understanding of IT infrastructure, cloud, and security services to hold a credible conversation
• The ability to read service trend and account health data and present what it means
• Experience coordinating across service, delivery, and finance functions

Can you picture yourself in this position?

Apply now to join our team.