Account Manager

Job Summary

What is the focus of the role?

As a Telstra Business Technology Centre (TBTC) Account Manager, your primary focus will be to drive growth and enhance customer satisfaction among small to medium business customers across all technology platforms. This role will have a portfolio of customers to build individual relationships with and help grow., The role encompasses both sales and service responsibilities in face to face, over the phone, video and email formats ensuring a holistic approach to customer relationship management.
 

About the team

Telstra Business Sales is a growth engine for Telstra, focused on providing business customers of all sizes with industry-based services and solutions.

We meet a critical need in the market – combining connectivity infrastructure across the world with the leading technology solutions and expertise.

The Telstra Business Technology Centre channel is a unique component of the Telstra Business Sales segment. The channel is comprised of 25 physical locations across Australia. The TBTCs provide customers with flexibility of visiting on site, over the phone, via email or video conference, with one, consistent Account Manager for all of their needs. This is extremely unique compared to other channels and creates an exciting role for those interested in business account management.

The role with us

As an Account Manager in TBTC, you support the development of deep customer relationships, managing your own defined portfolio of accounts and delivering technology solutions to small and medium businesses. This role is critical to maintaining strong customer relationships that grow the reputation and sales performance of the TBTC.

Work Location: NSW Illawarra Region, Sydney, NSW, 2000 Australia (On-site)
Open Positions: 4

What You’ll Do

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

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

• Contribute to implementing the segment and portfolio strategy (including outbound call 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, resolving issues and escalating complaints or complex leads to 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.

• Participate in individual or group coaching and feedback conversations.

About You

• Minimum of 2 years’ solid experience within the retail environment

• Proven track record of performance in ICT or telecommunications sales roles

• Strong understanding of the needs and challenges of Small and Medium Business (SMB) customers

• Commercial awareness with the ability to articulate how technology supports business operations and growth

• Demonstrated experience in both cold and warm outreach, with confidence in engaging prospective and existing customers

• Strong relationship-building skills, supported by effective communication and consistent follow-through

• Open to coaching and committed to continuous learning and professional development

Ready to connect with your next career move?

If this sounds like the perfect fit, we’d love to hear from you.

Please attach your resume/cv when applying to allow for a more thorough review of your qualifications and experience.

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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).

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 disabilities 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 prioritize 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.

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