Senior Account Manager
Office Location: Southport, Queensland
Work Setup: Hybrid or Remote (open to candidates across all Australian states)
Shift Schedule: Day Shift
Unlock your potential!
As a Senior Account Manager at TOA, your primary focus is to manage and nurture an existing customer base while supporting growth plans aligned with the targets and goals of our Australian and New Zealand firms. In this role, you will help enable the expansion of our clients by offering a range of diversified solutions that support their evolving business needs.
You will be accountable for protecting and growing our customer base, as well as increasing share of customer wallet through positive expansion of recognized net retained revenue. While the role is well supported and comprehensive training will be provided, it also requires a high level of autonomy. You will be expected to proactively identify opportunities and deliver solutions that contribute to the continued success of our clients and the overall growth of the organization.
This is a varied role where you will have the opportunity to take ownership of your clients and build strong relationships with them. By understanding their business and goals, you can help ensure they have the right people in the right roles doing the right work, allowing them to maximize their operations, grow their practices, and better serve their own clients. A sense of humor and resilience will also go a long way in thriving in this dynamic environment.
Responsibilities
+ Strategic Lead - Acts as the client's primary contact, focusing on strategic engagement and account health.
+ Executive Partnership - Builds executive-level trust and advocates for client needs.
+ Solution Connection - Identifies client pain points and connects them to solutions to drive account expansion.
+ Commercial Profitability - Manages pricing and margin to ensure mutual profitability and sustainable growth.
+ Team Alignment - Aligns internal teams, including BD and CX, to co-create value and ensure a consistent client experience.
+ Escalation Management - Serves as the key escalation point for high-value accounts while partnering with Customer Service Representatives for day-to-day issue resolution.
Key Qualifications/Experience
5 years' experience - Essential
+ Strategic Relationship Management - Builds executive-level trust and advocates for client needs while developing long-term strategic partnerships.
+ Consultative Selling - Identifies client pain points and connects them to solutions, developing account expansion strategies with Business Development.
+ Commercial Acumen - Understands pricing, margin, and client value drivers to ensure mutual profitability and sustainable growth.
+ Cross-Functional Leadership - Aligns Business Development, Customer Experience, and operations teams to deliver client success and growth.
+ Executive Relationship Management - Demonstrated ability to manage high-level stakeholders and navigate complex organizational structures.
+ Strategic Advisory - Ability to move from just servicing accounts to advising them on best practices for their own strategic enablement.