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. Requirements 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.
