Technical Account Manager
Own the client relationship day to day — account health, roadmap conversations and escalation ownership — as the consistent face of the account.
Five reasons clients stay past the first hire
One resource, only yours
No shared queue, no rotating cast. Your dedicated resource works exclusively for you and stays.
25 years of Australian market experience
Founder Rohit Sahdev's 25 years in the Australian market, including senior leadership at Telstra, shape how every dedicated team is managed.
You always know what your team is doing
Every dedicated resource works behind Screenshot Monitor — auditable activity and reporting, not a black box.
No more "That's not my job."
Your dedicated outsourced resource adapts to what your business needs, takes ownership and grows their career by stepping up to new challenges.
Capacity without the hiring squeeze
Skilled and reliable operational talent is harder to hire locally right now. A dedicated resource adds capacity without adding to that pressure.
The outcome this role is built for
Stronger account retention and clearer roadmap alignment — because one person owns the relationship instead of it being reactive and ticket-driven.
What this role owns day to day
Core responsibilities
- Own day-to-day relationship management for the account
- Run regular check-ins and quarterly roadmap conversations
- Take ownership of escalations through to resolution
- Identify opportunities to improve account health and outcomes
Works inside
Reported on weekly
| First response | Speed of initial response to escalations |
| Resolution time | Time to close escalated account issues |
| CSAT | Account-level customer satisfaction |
| Follow-up completion | Agreed actions closed out on time |
Works your hours. Picks up the work.
Australian business hours
Aligned to your primary time zone and holiday calendar for day-to-day coverage.
9am–5pm style coverage, matched to your roster
Extended coverage
Stretch shift start/end times to close the gap before and after your local team is online.
Early-start or late-finish shifts, by agreement
Round-the-clock rotation
Rotating dedicated resources for genuine 24-hour coverage, including weekends.
Multiple dedicated seats, handover documented
What "no that's not my job" looks like in practice: an escalation lands outside standard hours or process — it still gets acknowledged and owned personally instead of waiting for the next business day.
What stays with your authorised staff
Uses approved scripts and authority limits; pricing, binding commitments and contract changes remain with authorised staff.
The same skillset, needed anywhere IT runs in-house
Relying on an external MSP's account management
- Your account is one of many on the MSP's books
- Escalations go through a generic support channel first
- Roadmap conversations happen on the MSP's schedule
Your own dedicated account manager, outsourced to us
- One person who owns your account relationship
- Reports to your own leadership, not a third party
- Same Screenshot Monitor transparency, direct to you
Professional Services & Consulting
Client relationship ownership and roadmap conversations are the same account-management job.
CRM · reportingRecruitment & Staffing
Key-account ownership and escalation management transfer directly to client-facing roles.
CRM/ATSDigital Marketing & Agencies
Account health and roadmap ownership is core to any retained-services agency model.
CRM · reportingFinancial Services & Insurance
Relationship ownership with escalation authority mirrors this role in regulated client accounts.
CRM · policy systemsNo guessing what this role worked on. Full sample report on the MSP Support page →
Discovery, role design, and a candidate you interview yourself.
You define outcomes, tools and work hours. We source, screen and put forward candidates you interview and approve. Once live, your resource follows your systems, escalation model and reporting cadence — reviewed together on a schedule you set.
Questions about hiring a dedicated Technical Account Manager
Ready to add this role to your team?
Tell us about your account structure and escalation expectations — we'll shortlist candidates against your actual task list.