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 robust 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 solid 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 quick-changing environment

Flexible, resilient, and persistent with a proactive approach to problem-solving

Strong relationship-building skills with both customers and internal stakeholders.

📌 Smb Account Manager Adelaide (Australia)
🏢 VOCUS
📍 Australia