About The Role

The Account Management Team Lead – APAC is responsible for driving commercial performance and elevating leadership standards across the regional portfolio. This role acts as a leader on the team, directly influencing Net Revenue Retention (NRR), expansion revenue, product adoption, and long‑term client value.

The Team Lead partners closely with Account Managers and the AM Manager to strengthen commercial execution, raise performance standards, and build leadership capability within the team. This role sets the benchmark for accountability, commercial rigour, executive presence, and integrity in the region.

As the first point of contact for high‑value and complex escalations, the Team Lead is an advanced problem solver who collaborates cross‑functionally to drive solutions, close process gaps, and elevate operational excellence.

Success in this role is defined by measurable improvement in retention, expansion revenue, forecasting accuracy, portfolio health, product adoption, and overall team performance.

What You’ll Do Here

Commercial Ownership and Growth

- Drive regional Net Revenue Retention (NRR) and revenue growth targets across the APAC portfolio.
- Partner with and mentor Account Managers to identify whitespace opportunities and accelerate upsell pipeline conversion.
- Lead monthly portfolio performance reviews to proactively identify churn risk and revenue growth opportunities.
- Ensure upsell growth in alignment with targets, Quads expectations, AM Playbook standards, and pipeline hygiene across the team.
- Improve commercial outcomes through structured deal reviews and growth actions coaching.
- Proactively identify revenue risk trends and recommend corrective commercial action to AM leadership.
- Stay on top of team KPIs including Quads, AM Playbook adherence, upsell volumes, and portfolio health metrics to ensure the team remains on track and exceeds expectations.

Portfolio Management

- Manage a reduced, high‑impact portfolio to maintain hands‑on commercial expertise.
- Model best‑in‑class account planning, executive engagement, and revenue expansion strategy.
- Demonstrate strong commercial discipline across retention strategy, upsell motion, and long‑term account growth.
- Establish clear standards for account planning quality and revenue opportunity identification.
- Act as the first escalation point for high‑value and complex accounts.
- Collaborate with internal stakeholders to resolve complex issues and explore strategic options.

Commercial Capability Development

- Conduct structured ENT client reviews focused on growth identification, stakeholder mapping, technical problem solving, and expansion planning.
- Mentor and coach Account Managers on:
- Value‑based consultative selling (upsells)
- Stakeholder engagement
- Client revenue/data analysis and storytelling




- Objection handling and de‑escalation
- Provide confident, constructive, and actionable feedback to team members to strengthen individual and team performance
- Identify individual and team skill gaps and collaborate with the AM Manager on development plans
- Lead recurring skill‑building workshops to strengthen commercial thinking and strategic account planning
- Raise the overall bar for commercial conversations, professionalism, and integrity

Portfolio & Process Strategy

- Support AMs in time prioritisation aligned to commercial opportunity and churn risk.
- Vet and implement process improvements that increase efficiency without compromising revenue outcomes.
- Proactively identify process gaps and provide structured feedback for improvements. Liaise with cross‑functional stakeholders to improve workflows and commercial execution.
- Create clear performance dashboards and visibility into portfolio health metrics alongside AM management, ensuring all are kept up to date and risks are identified early and mitigated quickly.
- Stay on top of alpha/beta testing, product releases, and new feature rollouts.
- Drive awareness and client adoption of new products and enhancements.
- Pioneer and execute successful team initiatives and engagement events.

Leadership & Team Expectations

- Act as a visible leadership presence within the AM team, reinforcing accountability and high performance standards.
- Set and model expectations around ownership, quick responsiveness, preparation, and executive‑level communication.
- Serve as the first escalation point for high‑risk or high‑value accounts.
- Foster a high‑performance culture by keeping the team motivated and grounded in transparency, ownership, and measurable outcomes.
- Communicate effectively and confidently with internal and external stakeholders.
- Maintain heavy involvement in internal projects as business needs arise.

What Success Looks Like

- On or above target for APAC Net Revenue Retention (NRR).
- Increased upsell deal conversion rates and volume growth.
- Reduction in preventable and NB churn.
- Elevated AM commercial competency and client adoption, interaction and growth.
- Reduced reactive escalations through proactive portfolio management and quick problem solving with collaborative teams.

Core Competencies

- Demonstrated history of driving measurable revenue growth within an account portfolio.




- Strong commercial acumen with ability to translate data into actionable growth strategies.
- Proven ability to coach others to improve expansion performance and retention outcomes.
- Demonstrated leadership presence and ability to influence team standards.
- Advanced analytical skills with strong financial literacy.
- Executive presence and ability to influence both internal and client stakeholders.
- High accountability standard with a focus on measurable business impact.

Requirements

- 2–3+ years of high performance within Account Management or equivalent commercial role.
- Proven track record of exceeding retention and expansion targets.
- Demonstrated experience mentoring, leading initiatives, or influencing peer performance.
- Demonstrated success navigating complex commercial negotiations and escalations.
- Proven track record of coaching and mentoring others with clear impact.

Benefits

- Global leave benefit
- 22 weeks paid parental leave
- 2 weeks paid grandparent leave
- Extended care and bereavement leave
- Life insurance policy

- Opportunity to share your ideas and make a difference in a growing company.
- Fast‑paced, high‑energy and engaging work environment.
- 25 days of annual leave
- Work‑from‑home assistance
- Educational Opportunities
- Social hours & events and team‑building
- Hybrid friendly
- Wellness benefits (Headspace subscription & wellness webinars)

Full‑time role is open to candidates with Australian Citizenship, Permanent Residency or New Zealand residency or those who have a minimum 2.5 years remaining on a valid Australian working visa and do not require sponsorship to work.

At FareHarbor, we believe making experiences better for everyone starts with fostering a workplace where every voice is heard and everyone is empowered to thrive. We’re committed to inclusion, welcoming all qualified job seekers to apply and join our ‘ohana.

FareHarbor is an equal‑prospect employer in accordance with all applicable federal, state and local laws. We do not discriminate on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, national origin, disability, age, or veteran status, or any other classification protected by federal, state, or local law. If you need adjustments during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.

To learn more about how we use your information, see our Privacy Statement for Applicants. By submitting your application, you confirm that you understand and agree that your information will be processed in accordance with our Privacy Statement for Applicants.

Any offer of work (e.g. employment, assignment) will be subjected to the successful completion of pre‑employment screening.

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📌 Lead, Account Management (City of Sydney)
🏢 Fareharbor
📍 City of Sydney