Job Summary
Job DescriptionWhat 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.
This is a full-time on-site role that will be based in TBTC Maroochydore QLD.
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
Demonstrated ability and performance in an ICT or Telco Sales roles.
Understand and relate to Small and Medium Business customers.
Understand technology essential in running a business effectively.
Proven experience in both cold and warm calling and engaging with potential or existing customers.
Ability to build and maintain relationships through effective communication and follow-up.
Enjoys coaching and development from leaders.
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.
Skills Required
- Demonstrated ability and performance in an ICT or telecommunications sales role
- Understanding of small and medium business customers
- Understanding of technology essential to running a business effectively
- Experience with cold and warm calling and engaging potential or existing customers
- Ability to build and maintain relationships through effective communication and follow-up
- Willingness to participate in coaching and professional development
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.
