Job Summary
Job DescriptionWhat is the 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.
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.
A taste of what the role entails:
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
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!
Please attach your resume/cv when applying to allow for a more thorough review of your qualifications and experience.
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What We Do
We believe it’s people who give purpose to our technology. So we’re committed to staying close to our customers and providing them the best experience.
And delivering the best tech.
On the best network.
Because our purpose is to build a connected future so everyone can thrive.
We build technology and content solutions that are simple and easy to use, including Australia’s largest and fastest national mobile network.
That’s why we strive to serve and know our customers better than anyone else – offering a choice of not just digital connection, but digital content as well.
And that’s why we have an international presence spanning 15 countries, including China.
In the 21st century, opportunity belongs to connected businesses, governments, communities and individuals.
As Australia’s leading telecommunications and information services company, Telstra is proud to be helping our customers improve the ways in which they live and work through connection.
