SMB Account Manager

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.