Account Manager

Job Description

Company Overview

Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses, by enabling challenger retail brands to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform. Superloop operates in three segments of the market: consumer connectivity, business network and security solutions, and wholesale connectivity, all of which leverage Superloop’s investments in physical infrastructure assets including fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop everyday for their connectivity needs.

Visit www.superloop.com to learn more.

Business Unit Overview

Business: Our Business unit is the conduit that assists in the delivery of business opportunities and customer engagement. The unit supports our Sales and Customer Connections teams that facilitate opportunities and quotes that convert into sales, and manage sales processes across the entire product portfolio, before being handed to our Delivery team for provisioning and deployment.

• Sales: ​​The Sales team is the driver of all revenue opportunities and customer engagement. They position and promote the competitive edge of our products and services to create customer relationships, build robust sales pipelines who successfully close opportunities to deliver against sales targets and business priorities.

Role Purpose

As an Account Manager in the Business segment, you will be working with our Small to Medium sized business customers. You will be responsible for retention and growth of your assigned customer base; driving service renewals and upsell offerings like VoIP and Mobile to maximise revenue, while minimising churn. You will assist with customer enquiries and work with other business units to optimise the customers’ experience with Exetel (a Superloop company). Strong organisation, discipline, and attention to detail are essential to manage the volume of accounts effectively.You and your Team Members will provide customer feedback which Is used to develop, implement, and evolve processes and procedures in line with industry best practices, and which will be critical to differentiate Exetel from our competitors. This role requires a forward thinking, visionary Individual who Is motivated by a challenge and can adapt positively to change.

Key Responsibilities

• Meet and exceed set sales and revenue targets for new and re-contracting business from assigned customer base.
• Utilise available tools to analyse and identify opportunities for revenue growth.
• Develop and manage individual business/sales plans to achieve business and personal goals, including implementing retention and growth strategies.
• Provide customized professional business proposals based on identified customer needs and in line with Exetel sales guidelines.
• Develop and implement customer contact plans, based on customer categories and needs.
• Develop strong relationships with customers and an understanding of their business and industry challenges.
• Keep across and communicate with customers on industry developments and trends.
• Gather feedback from customers to identify areas for improvement across the business.
• Assist with client requests and escalations.
• Liaise internally with other teams to ensure optimal customer experience.
• Provide accurate and reliable sales forecasts to management.
• Maintain compliance with Salesforce usage requirements.

Qualifications and Experience

• 5+ years of Sales/Account Management experience. 
• Telco or technology experience is highly regarded. 
• Superior understanding and application of consultative selling.
• Builds positive long-term customer relationships.
• Delivers high standards of customer service.
• Superior written and verbal communication skills with the ability to communicate with people in a range of positions. 
• Ability to set own goals and self-manage. 
• Time management and the ability to meet tight deadlines under pressure. 
• The ability to maintain calm in difficult situations and think strategically to resolve problems. 
• Ability to self-motivate and work independently. 
• The attitude to win collaboratively. 
• Builds positive and strong internal relationships and contribute to the team dynamic.
• Advanced use of CRM.
• Adept in operating with Microsoft Office suite applications

Key Deliverables

• Meet quarterly sales targets for New Business.
• Meet quarterly sales targets for Resigns.