Client Relationship Manager (CRM)

Client Relationship Manager (CRM) | Managed IT Services

RawTech Group | International Towers, Barangaroo, Sydney NSW | Full time

About RawTech Group

RawTech Group is an Australian owned and operated MSP, and our positioning is simple: we are our clients' IT department. You'll own the relationship, the experience and the commercial outcome for a portfolio of managed services clients. You're the person they call first, the person who knows their business, and the reason they renew. Our engineers fix the technology; you make sure the client gets value from it.

This is a retention and growth role. It is not cold-call sales and it is not service desk coordination. If your track record is built on new logos rather than clients who stayed and grew, this isn't your role. If you've kept accounts for years and can prove it, keep reading.

We've managed IT for small, medium and growing businesses since 2009: end-to-end support, cybersecurity, cloud services and Privacy Act compliance, built on long-term client partnerships. We work from International Towers at Barangaroo on a standardised stack (Microsoft 365 and Azure, Intune and Jamf managed endpoints, Halo PSA), and we're building out an AI and automation practice that gives you genuinely new value to bring to your clients, not just licence renewals.

What you'll own

• A portfolio of managed clients as the single point of accountability for anything commercial, strategic or escalated

• Real relationships with owners, CFOs and operations leads, built through regular in-person visits, not just whoever logs tickets

• Quarterly business reviews covering service performance, risk, roadmap and budget, plus a rolling technology roadmap and IT budget for every client

• Retention and renewal outcomes, finding at-risk accounts before they tell you they're leaving

• Growth within the base: security uplift, cloud, lifecycle refresh, and our AI and automation services

• Account profitability: spotting clients consuming beyond scope and renegotiating rather than absorbing

• Client communication during major incidents, and pushing recurring issues to permanent resolution with our engineers

What you'll need

• 3 to 5+ years in account management, customer success or technical account management inside an MSP, IT services or technology services business

• A track record you can quantify: retention held, revenue grown, an account you rescued

• Confidence running executive-level reviews and presenting to business owners

• Enough technical fluency to hold a credible conversation about Microsoft 365, Azure, security risk, backup and DR, and where AI fits a small business. You don't need to configure it, you need to explain why it matters

• Commercial acumen: you can read a margin line, defend a price and say no to bad scope

• Australian citizenship or permanent residency, and a current driver's licence for client visits across Sydney

Highly regarded: an ex-engineer or ex-service desk background you've since moved client-side, Halo or similar PSA experience, experience building multi-year roadmaps and IT budgets, ITIL Foundation.

What we offer

• $90,000 to $110,000 + super

• A portfolio to genuinely own

• New services to sell into your base as our AI and automation practice grows

• An office at International Towers, Barangaroo: a short walk from Wynyard via the Wynyard Walk, on the waterfront, and easy to bring clients into

How to apply

Send your CV plus a short note on a client relationship you rescued and what you changed to keep it. Applications without the note won't be shortlisted. We reply to every applicant.