The SMB Account Manager is responsible for managing and nurturing approx. 220 accounts by delivering responsive, solution-oriented support. Working closely with cross-functional teams across Vocus, the role ensures customer needs are met through tailored account management, proactive engagement, and alignment with business objectives. Key Responsibilities Cultivate and maintain strong client relationships to drive satisfaction, retention, and revenue growth through upselling and cross-selling of Vocus products and services Lead contract renewals and negotiations, ensuring outcomes that benefit both the customer and Vocus Drive acquisition and base growth as a core priority by actively identifying whitespace opportunities within the existing account portfolio, building a strong pipeline, and converting these into new business sales and incremental revenue Proactively generate new opportunities through account mining, prospecting, and strategic engagement, ensuring continuous pipeline development and contribution to overall revenue targets. Develop strategic account plans aligned with each client’s business goals and challenges, leveraging Vocus’s suite of services (e.g., internet, cloud, voice, network) Maintain accurate records of account activity and provide timely sales forecasts and performance reports Respond to incoming calls and queries promptly, aiming for first-contact resolution and taking ownership of customer concerns Support customers across key servicing journeys including onboarding, provisioning, and in-life account management. Skills & Experience Minimum 3 years’ experience in account management with a strong focus on customer engagement and solution delivery, ideally within the telecommunications or IT sector Proficiency in Salesforce CRM Demonstrated ability to resolve customer queries within agreed SLAs Experience handling escalations and collaborating with internal teams to achieve resolution Ability to perform under pressure in a fast-changing environment Flexible, resilient, and persistent with a proactive approach to problem-solving Strong relationship-building skills with both customers and internal stakeholders. What We Offer Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy: Diverse and dynamic teams with a supportive and inclusive culture. Supportive career development plans with comprehensive ongoing training, support, and development opportunities. Generous discounts to over 400 retailers. Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and 5 extra days of Vocus leave each year, plus more. Study assistance programs to excel your personal growth, learning and development. Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective. Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business. We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives. With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment. About Us As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities. Ready to take the next step? If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them! We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability. If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.
