Technical Account Manager (IT, Cyber & AI)

CSP Global is Australia's leading ThreatLocker reseller and a Microsoft Gold Partner, delivering managed cybersecurity, service desk, compliance (DISP/Essential Eight) and advisory services to clients across defence, education, healthcare, aged care, and construction.

This role is the primary relationship owner for a portfolio of managed clients. It exists to do three things well: run a disciplined account management cadence (catchups, QBRs, billing accuracy); understand each client's environment well enough to be a trusted advisor across cybersecurity and service desk; and, the growth mandate: build relationships close enough to surface what clients want to automate or improve, and turn that into opportunities that deliver clear business outcomes (lower cost, higher productivity, faster delivery, reduced risk, revenue growth) through a mix of AI/automation and CSP's existing services.

This is not a technical delivery role. It's a relationship and translation role: close enough to the technology to have a credible conversation, connected enough to CSP's engineering team to scope what's found.

Key Responsibilities

1. Client Relationship & Account Governance

Own a defined portfolio of managed clients as the primary point of contact

Run a structured catchup cadence per client tier (weekly/monthly)

Lead and prepare Quarterly Business Reviews - translating technical and security data (MDR reports, Secure Score, ticket statistics) into a business narrative for non-technical stakeholders, including CFOs and boards

Act as the non-technical escalation point for account-level issues; own overall client satisfaction and retention





Track account health and flag retention risk early

2. Technical & Domain Fluency

Maintain a working understanding of each client's environment across:

Cybersecurity (protection): MDR posture, ThreatLocker application control, Essential Eight/DISP maturity level

Service Desk (enablement): ticket volumes and types, SLA performance, user experience trends

Partner with CSP's technical leads to translate client pain points into scoped opportunities - without personally delivering the technical work

Maintain fluency in CSP's own service catalogue to correctly represent what's already included versus chargeable

3. AI-Enabled Business Outcomes - primary growth mandate

Build client relationships deep enough to genuinely understand where each client wants to reduce cost, lift productivity, speed delivery, reduce risk, or grow revenue - this is the core value driver of the role, not a side task

Frame every opportunity as a business outcome first, delivered through the right mix of AI/automation and CSP's existing services - lead with the result, not the tool

Identify and qualify opportunities within existing accounts; work with technical leads to scope, price, and prove the value

Own a rolling per-account pipeline of AI/automation opportunities, reported at QBRs and internally





Feed client-driven requests back into CSP's own service catalogue and roadmap

Own licence and device-count reconciliation per account (Microsoft 365, ThreatLocker, per-user/per-site billing) to catch drift proactively rather than after a client finds it

Investigate and resolve billing discrepancies and customer billing queries

Maintain accurate records in HaloPSA for contract terms, renewal dates, and licensing entitlements

Success Measures

Client retention / net revenue retention within owned portfolio

QBR cadence adherence (delivered on schedule, 100%)

Number and value of qualified AI/automation opportunities progressed to a scoped proposal

Billing accuracy issues identified proactively, not client-reported

Client satisfaction (NPS or equivalent)

Requirements

Experience in an MSP or similar account management, client success, or technical pre-sales role

Comfortable holding a technical conversation on cybersecurity fundamentals and IT service desk operations without being the engineer in the room

Able to lead an outcome-first conversation (cost, productivity, risk, revenue) rather than a feature-first one

Genuine curiosity about AI/automation - hands-on use of tools like Copilot or Claude is a strong signal

Commercially literate - able to read a licensing or billing report and spot an anomaly

Solid written and verbal communication; comfortable presenting to non-technical executives

Nice to Have

Prior experience selling or scoping AI/automation projects

Familiarity with Microsoft 365 licensing structures

Exposure to regulated sectors (defence/DISP, education, healthcare, aged care, government)

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📌 Technical Account Manager (IT, Cyber & AI) (South Australia)
🏢 CSP Lighthouse
📍 South Australia