Job Summary
Job DescriptionWhat is the focus of the role?Day to day, you will support the development of deep customer relationships, managing and growing your own defined portfolio of accounts. Your role will be critical in maintaining strong customer relationships that grow TBTC and Telstra’s revenue across our business customer portfolios.
About us
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.
About the team
Telstra Business Technology Centres provides Communications and ICT solutions to small and medium Telstra business customers. The TBTC network is part of a fully branded Telstra channel designed to provide professional services to support business customers to integrate tailored tech solutions. That means less time troubleshooting tech, and more time taking care of business.
About the role
As an Account Manager, you use your excellent customer service skills to deliver against 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 portfolio.
Contribute to implementing the segment and portfolio strategy (including outbound campaigns) in order 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
This is a permanent full-time position and will be on-site based in Level 1, 75 Denham Street, Townsville, Queensland.
To be successful in the role, you'll bring skills and experience in:
An excellent communicator with strong interpersonal, engagement and presentation skills who can present to the executives or the willingness to learn these skills
Strategic thinking with the ability to adapt to change
Able to make impact on the TBTCs performance and team engagement and culture.
Demonstrated commitment to relationship building and working in partnerships with key stakeholders is desirable
Skills that will be favored but not essential:
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, Microsoft and Checkpoint products and solutions.
If this opportunity sounds like a perfect fit for you, we'd encourage you to apply!
Please attach your CV when applying.
Skills Required
- Manage customer relationships and achieve revenue and sales objectives for a defined portfolio
- Excellent communication, interpersonal and presentation skills (or willingness to learn)
- Strategic thinking and adaptability to change
- Handle inbound/outbound customer sales and service contracts, respond to queries, escalate complaints and leads
- Collaborate with peers, field sales and internal Telstra teams to identify and qualify leads
- Develop and maintain account and portfolio plans and meet individual and team KPIs (revenue, profitability, NPS)
- Willingness to upskill and develop capability and knowledge across Telstra's products and business solutions
- On-site work at Level 1, 75 Denham Street, Townsville, Queensland
- Demonstrated commitment to relationship building and working in partnerships with key stakeholders
- Understand the Business Plus and Telstra SMB customer base
- Understand day-to-day TBTC operations
- Sound knowledge of channel operations and the market
- Experience with Cisco, Microsoft and Checkpoint products and solutions
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.
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