Technical Account Manager

Job Description

Job Description

Do you want to join our industry-leading team to help clients maximise their investment in modern work and security technologies?

Are you a seasoned Technical Account Manager or Service Delivery Manager with a solid understanding of Microsoft 365, Intune, Entra and Defender?

Do you want to be part of an international team and collaborate with cross-functional teams to resolve technical issues and provide strategic solutions?

Overview of Mobile Mentor

Mobile Mentor is an award-winning IT service company. Our goal is to empower the modern hybrid worker to be more secure and more productive by using Microsoft technology. Millions of companies are embracing hybrid work, and they need our help to secure all their devices, and to support their employees to be productive, wherever they work.

Mobile Mentor was awarded Microsoft’s Global Partner of the Year for our work in deploying endpoint solutions. We are a global leader in the endpoint ecosystem - securing all devices, apps and data.

We are a Microsoft Elite partner with multiple certifications. Our engineering team is also certified by Apple, Google, CyberArk, VMware and MobileIron. We have an exciting portfolio of services for the modern workforce, and we have a proven growth strategy that is based on a Go-To-Market partnership with Microsoft and other exciting partners. Watch this interview to learn more about our partnership journey with Microsoft: -hv1mo

As a Microsoft Elite partner, we have an exciting portfolio of services for the modern workforce, and we have a proven growth strategy that is based on a Go-To-Market partnership with Microsoft. We have operations in the USA, Australia and New Zealand, and we operate as one global team serving our customers remotely across geographies and time zones.

The Role:

The Technical Account Manager (TAM) is a strategic partner to our clients, responsible for aligning technical solutions with business objectives. This role blends deep technical expertise with a consultative mindset to drive innovation, operational efficiency, and long-term growth across client engagements.

As a TAM, you will leverage your industry knowledge to understand each customer’s business priorities and translate them into actionable technical strategies. You’ll execute both day-to-day and long-term initiatives to ensure our solutions meet the evolving needs of our clients and their teams. With a structured approach and a commitment to excellence, you’ll uphold high standards of service, ethics, and professionalism.

You thrive on delivering exceptional service, solving complex challenges, and making a meaningful impact. In this role, you’ll be a key contributor to building a world-class Managed Services business, while also helping to drive our Professional Services clients forward —supporting strategic initiatives, enabling technology adoption, and delivering measurable outcomes.

The Technical Account Manager reports to the Director Of Client Services

We Need Someone Who:

• Demonstrates expertise in service and process design , from concept through implementation.
• Has a proven track record of building technical roadmaps for organizations across commercial, government, and non-profit sectors.
• Proactively identifies and closes upsell opportunities , aligning client needs with strategic solutions.
• Thrives in independent, self-managed environments , taking ownership of outcomes.
• Plans and delivers customer facing technical assessments to CXO individuals that align client environments with international standards such as NIST , CIS , and NZISM .
• Communicates with clarity and confidence, delivering presentations and strategic talks to diverse audiences.
• Gathers insights and produces data-driven reports using tools like Power BI , supporting both client and internal decision-making.
• Brings a genuine passion for customer service , consistently exceeding expectations.
• Is eager to learn and promote emerging technologies , including Copilot , security services , and other modern IT solutions.
• Collaborates effectively with distributed and international teams , contributing to global service delivery.
• Is hands-on and ready to be part of the core team launching and scaling new managed services .

· Possesses good project coordination skills, with the ability to drive outcomes, manage stakeholders, and identify opportunities

Key Responsibilities:

• Design and Deliver Technical Roadmaps
  Develop and maintain multi-year technical roadmaps tailored to each client’s business priorities, IT maturity, and compliance requirements (e.g., NZISM, NIST, CIS). These roadmaps should guide clients through transformation initiatives and ensure alignment with industry best practices.

• Opportunity Identification and Upsell Strategy
  Proactively identify upsell and cross-sell opportunities by analysing client environments, usage patterns, and strategic goals. Collaborate with Sales and Service Delivery teams to position value-added solutions that enhance client outcomes.

• Stakeholder Engagement and Strategic Planning
  Build strong relationships with client stakeholders to understand their evolving needs. Lead quarterly planning and annual strategy sessions to review progress, refine goals, and introduce new initiatives.

• Assessment and Benchmarking
  Conduct technical assessments to align client environments with international standards and benchmarks. Use tools like Microsoft Secure Score and Productivity Score to uncover gaps and recommend improvements.

· Project Collaboration
Partner with project managers to ensure initiatives are delivered on time, within scope, and budget—while exceeding client expectations through proactive planning and stakeholder engagement.

· Reporting and Insights
Produce and deliver high-quality reporting for both clients and internal leadership, leveraging tools like Power BI to surface insights, track KPIs, and support strategic decision-making.

· Incident Management Leadership
Lead the incident management process by coordinating rapid response efforts, communicating effectively with clients, and driving proactive resolution strategies to minimise business impact.

· Global Team Coordination
Collaborate with offshore delivery teams and Mobile Mentor’s leadership to scale and evolve the Modern Managed service offering across regions, ensuring consistency, innovation, and operational excellence

Person Specification:

• Passion : You are passionate about people and share our belief in unlocking potential through mobile technologies.
• Energy : You are intrinsically motivated and bring a personal drive to your work, creating momentum around your chosen agenda.
• Personal Learning : You have a strong need for ongoing self-development, setting an example for knowledge sharing and learning.
• Entrepreneurial Spirit : You enjoy the dynamics of a small company and want to help lead efforts to grow the business.
• Values-Driven : You are committed to developing a great company culture.
• Customer Orientation : You have a friendly and professional attitude.
• Business Understanding : You have a keen interest in business and are willing to assist in general operations as required.
• Accountable : You take personal pride in delivering excellent results.
• Adaptable : You listen to new ideas and can adapt to different situations.
• Forward Thinking : You anticipate the company’s needs, plan well, and anticipate challenges and opportunities.

What We Can Offer:

• Flexible Work Hours
  Manage your own schedule within a 40-hour workweek, with occasional after-hours availability for urgent client needs.
• Hybrid Work Environment
  Enjoy the freedom to work from home, the office, or directly on client sites—whatever best supports your productivity and client engagement.
• Technology Options That Fit You
  Choose between a company-provided laptop and mobile phone or opt for monetized BYOD incentives to use your own devices.
• Career Growth & Development
  Benefit from a personalized career growth plan, ongoing training, and professional development opportunities to help you thrive.

Requirements:

• Minimum 5 years of experience supporting Windows 10 & 11 , iOS , iPadOS , macOS , and Android endpoints.
• Minimum 5 years of experience with Intune and other Mobile Device Management (MDM) platforms.
• Strong proficiency in Microsoft 365 , including Teams and collaboration tools.
• Familiarity with international standards such as NIST , CIS , CMMC , NZISM , and The Essential Eight .
• Ability to design and deliver assessments that measure client alignment with relevant cybersecurity and compliance frameworks.
• Experience participating in customer audits , compliance reviews, and related surveys.
• Proven ability to work independently , manage priorities, and deliver results without supervision.
• Quick learner with the ability to adapt to evolving technologies and product updates.
• Demonstrated history of delivering high-quality service and exceeding client expectations.
• Excellent stakeholder management , presentation , and communication skills —both verbal and written.
• Strong documentation and time management capabilities.
• A degree in Computer Science , Management Information Systems (MIS) , or equivalent qualifications is preferred .