Account Manager

Employment Type

Closing Date

Job Title

Job Summary

Job Description

Connect with Telstra

We’re all about helping our customers connect faster, better and smarter. And that’s where you come in, to help us realise our purpose to build a connected future so everyone can thrive.

Focus of the Role

As an Account Manager, you play a pivotal role in the development of deep customer relationships, managing the over-all service quality of NPS and growing your own defined portfolio of accounts. You thrive in maintaining strong customer relationships that grow TBTC and Telstra’s revenue across our business customer portfolios.

What We Offer

• Flex appeal: choose where, when and how you work

• Performance-related pay

• Access to thousands of learning programs so you can level-up

• Global presence across 22 countries; opportunities to work where we do business.

What You’ll Do

Telstra Business – Telstra Business Technology Centres provides IT and business support to Telstra’s business customers.

As an Account Manager, you apply your excellent relationship building and organisational skills to deliver the following responsibilities:

Your key responsibilities include:

• Take ownership for managing relevant customer relationships to support ongoing development, drive customer satisfaction and achieve revenue and sales objectives for the defined customer portfolio.

• Contribute to implementing the segment and portfolio strategy (including outbound campaigns) to support the retention and growth of customer portfolios.

• Deal with all inbound enquiries from your customer base with a 4-business hour turnaround time on phone calls and 24-hour response time on emails (please note this is not a resolution time, simply the SLAs by which you must respond to your customers)

• Set minimum 5 appointments per week for the Business Technology Adviser (BTA) to attend face-to-face meetings with clients in your portfolio.

• Accurately record all data from customer interactions into CRM and Console. This is a mandatory requirement and will need 100% compliance. Solid record keeping will be the foundation for success in the account management program.

• Take accountability for managing inbound/outbound customer sales and service contracts, exploring sales opportunities, responding to queries, and escalating complaints and leads to more experienced team members as required, to ensure timely remediation and positive customer experiences.

• Authentically collaborate with peers, team members and key stakeholders across the TBTC channel (e.g. Field Sales Team and internal Telstra team and partners) to support the identification and qualification of leads.

• Participate in customer initiatives such as developing and maintaining relevant account and portfolio plans that support ongoing relationship development and contribute to the achievement of financial and customer targets (revenue, profitability, NPS) & exceptional customer data quality.

• Meet individual and team sales and performance KPIs.

• Continue to upskill and develop capability and knowledge across Telstra’s portfolio of products and business solutions.

• Identify areas of improvement and actively embrace change and technology to better support our business customers.

To be successful in this role, you must have:

Required Qualifications

• Extensive Sales experience (ICT products)

• Sales and call

• Strong commercial and technical acumen

• Excellent communication skills

Preferred Qualifications

• Possess technical knowledge on Telstra systems.

If you are passionate to succeed as part of an agile and experienced team, we welcome you to apply!

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We encourage applications from people of all abilities and backgrounds - including Aboriginal and Torres Strait Islander peoples, the LGBQTI+ community, linguistically diverse, and people living with disability. When you apply, you can choose to note the pronouns you use and /or any reasonable adjustments needed to take part equitably during the interview process.

or email us at noting your preferred method of contact.