Account Manager – TBTC Melbourne East (Nunawading)

Job Summary

About Telstra

We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice.

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.

A taste of what the role entails:

As an Account Manager you support the development of deep customer relationships, managing and growing your own defined portfolio of accounts.

This role is critical to maintaining strong customer relationships that grow Telstra Business Technology Centre (TBTC) and Telstra’s revenue across our business customer portfolios. Your ability to listen and to deeply understand our customers, combined with your exceptional organisational skills will ensure you support our business customers to find the best ICT solutions to achieve their business goals. You will always put the customer first and support our pillars of Customer Obsession, Brilliant People and Partnerships, Responsible Growth and Returns and Execution Excellence.

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

• 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

About you

To be successful in this role, we are looking for the following skills/experience:

• Proven expertise in end‑to‑end sales, with a strong focus on account management and portfolio ownership.

• Confidence and experience in phone‑based engagement, with the majority of interactions conducted via outbound and inbound calls.

• Strong capability in managing a small business customer portfolio, building trusted relationships and driving long‑term value.

• Exceptional relationship‑building skills, with the ability to connect with clients, partners, and internal stakeholders.

• Demonstrated stakeholder management skills, ensuring clear communication and effective collaboration.

• Strong commercial acumen, with the ability to identify opportunities and deliver tailored solutions.

• Outstanding verbal and written communication skills

• Ability to apply strategic influence to drive business outcomes and support organisational goals.

• Hands‑on experience using CRM systems to manage customer interactions, pipeline activity, and portfolio performance.

• Comfort discussing technology solutions and complex sales conversations, particularly when supporting small business customers.

• Mandarin language proficiency is advantageous but not required, given the customer base within the portfolio.

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

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As part of your application with Telstra, you may receive communications from us on +61 440 135 548 (for job applications in Australia) and +1 (623) 400-7726 (for job applications in the Philippines and India).

When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive.

As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application.

We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.