The Role
The Senior Account Manager develops and manages high-value client accounts, ensuring growth, conducting negotiations, and mentoring junior staff while driving commercial success.
Summary Generated by Built In
Be Part of Our Next Chapter
For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!
We’re a global technology company focused on creating dynamic, smart, personalized and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.
Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.
The Senior Account Manager is responsible for managing and growing the organization’s most strategic and high-value accounts. This role drives long-term account strategies, strengthens client relationships at senior levels, ensures commercial performance, and acts as the internal champion for client needs. Additionally, the Senior Account Manager mentors and develops junior team members, fostering excellence across the Account Management function.
Responsibilities
- Strategic Client Engagement
- Build, manage and deepen relationships with high-value, complex, or multi-regional accounts.
- Navigate senior client stakeholder networks, including C-suite and decision-making committees.
- Drive long-term account planning and client growth strategies aligned with business objectives.
- 2. Commercial Performance and Growth
- Proactively identify, propose and secure opportunities for solution expansion, upsell and cross-sell
- Lead commercial negotiations, including pricing, contract renewals, and commercial terms.
- Analyze client usage and spend patterns to implement strategies that maximize revenue and profitability.
- 3. Client Advocacy and Issue Resolution
- Champion the client voice internally, shaping product, delivery, and operational priorities
- Lead resolution of complex client issues and escalations, through cross-functional collaboration
- Partner with internal team's design solutions that anticipate client needs and drive retention.
- 4. Team Mentorship and Capability Development
- Mentor junior Account Managers to strengthen client management and commercial skills.
- Provide coaching, feedback, and development support to uplift the overall Account Management function.
- Role model excellence in handling complex negotiations and high-stakes client scenarios.
Capabilities
- Strategic thinking and long-term account planning
- Building and maintaining executive-level client relationships
- Commercial acumen, contract negotiation, and revenue growth
- Influencing and collaborating across internal teams
- Problem solving and proactive risk management
- Coaching and mentoring junior Account Managers and Account Coordinators
- Clear communication and executive-level presentation skills
- Data-driven decision making and performance analysis
Qualifications
- Bachelor’s degree in Business, Marketing, Finance, or related field; MBA or equivalent preferred.
- 7+ years of account management, client success, or sales experience, with a proven track record of managing large or complex accounts.
- Experience leading commercial negotiations, contract renewals, and upsell initiatives.
- Experience mentoring or coaching junior team members.
- Experience in leveraging client data to drive account strategy and growth.
About Coates
We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.
Together, we are creators, allowing us to make our purpose a reality – to create immersive brand experiences for everyone.
Join a Crew that Cares
Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).
The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community.
Be inspired To Be More
We skip the red tape and aim to always stay nimble. We’re proud of where we’ve been and are energized by where we’re going. We encourage ideas and perspectives because we know the more we have, the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what we’ve accomplished, but know the best is yet to come.
Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).
Fraud Alert: Employment Scam Advisory
It has come to our attention that unauthorised individuals are impersonating our company and reaching out to job seekers through fraudulent emails, falsely claiming to represent Coates. These emails often request personal information and appear to come from domains that are not affiliated with our organisation, such as coatesgroupcareer.com.
We take this matter very seriously. Coates has reported these incidents to law enforcement and is cooperating with the ongoing investigation. We are committed to protecting the integrity of our recruitment process and the privacy of our applicants.
Please be advised of the following:
- Coates does not operate or communicate through any domain resembling "@coatesgroupcareer.com"
- We do not contact employment candidates via email to solicit personal or financial information
- All applications for employment must be submitted through our official website https://coatesgroup.com/careers or directly through our LinkedIn profile: Coates Group
- All emails from us will come from our official domain, which is [at]coatesgroup[dot]com or via our Applicant - Tracking System (ATS) email address, which is no-reply[at]hire.lever[dot]co
If you receive any suspicious communications purporting to be from Coates, we urge you not to respond, do not click any links, and do not provide any personal information. Your safety and trust are of the utmost importance to us. Thank you for your vigilance.
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The Company
What We Do
Coates Group is a growing global technology and digital merchandising solutions provider creating immersive experiences for some of the world's leading brands and their customers.
We are focused on creating dynamic, personalised and engaging experiences powered by our range of digital hardware and proprietary content management system. If you’ve ordered in-store or in the Drive-Thru at McDonald’s somewhere in the world, chances are you’ve interacted with our digital solutions!
We work across 50+ global markets with our headquarters located in Sydney, Australia and other offices in Japan, India, China, the Middle East, Canada, Europe and the United States.
Our people who we proudly call our “Crew” are at the heart of everything that we do. So, it is our commitment to empower and develop the people that set us apart. This is done by implementing new policies that our people care about like an annual market competitive bonus program, opportunities for growth and prioritisation for learning and development that includes kick-starting our new wellbeing program called Thrive.
The cornerstone of Thrive is our flexible work approach, including a suite of flexible work options because we are believers that you should never miss an important life or work moment. Thrive also equips our crew with wellness tools and dedicated time to prioritise our health with Yoga and Meditation programs as well as a Global Wellness Day off to enjoy and recharge plus a Give Back Day for the opportunity to make an impact on the community.
Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).
We are one global crew with diverse perspectives that make us stronger. We are curious, charismatic and authentic. And together, we make our purpose become a reality, to create immersive brand experiences for everyone
