Account Manager

Role Overview

• Support the development of deep customer relationships, managing and growing your own defined portfolio of accounts.
• Maintain strong customer relationships that grow TBTC and Telstra’s revenue across our business customer portfolios.
• Take ownership for managing relevant customer relationships to support ongoing development, drive customer satisfaction and achieve revenue and sales objectives for the defined portfolio.
• Contribute to implementing the segment and portfolio strategy (including outbound campaigns) to support the retention and growth of customer portfolios.
• 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.

Requirements

• Exceptional verbal communication: Clear, confident, and persuasive phone manner.
• Proven Sales Experience
• Expertise in end-to-end sales, with a strong focus on account management and portfolio ownership.
• Sales acumen: Proven ability to identify customer needs, tailor and pitch solutions, and close deals.
• Resilience and persistence: Comfortable in overcoming rejection and maintaining motivation.
• Time management: Ability to efficiently manage call volumes, alongside competing priorities and tasks, while maintaining a high call quality.
• Objection handling: Skilled in navigating and overcoming basic customer issues, hesitations or objections, and able to convert them into opportunities.
• Skills that will be favored but not essential: Demonstrated success in consistently meeting or exceeding KPIs such as call targets, conversion rates, and revenue generation.
• Understand the business plus and Telstra SMB customer base.
• Understand the day-to-day operations and what to expect in a TBTC.
• Sound knowledge of how channels work and a strong understanding of the market.
• Experience in Cisco Meraki and Microsoft products and solutions.

Benefits

• Performance-related pay
• Access to thousands of learning programs so you can level-up
• Purchased annual leave scheme
• Additional Telstra day off
• Additional 30% off Telstra products and services
• Toolkit provided (laptop + mobile phone + plan paid for)