Account Management Leader
HybridBundaberg, Queensland, Australia
Job Summary
Lead, coach, and develop the Account Management team by setting clear expectations, ensuring adequate phone and workflow coverage, and monitoring quality and performance. Own the subscription and account administration process end-to-end, including customer invoicing, accounts receivable, product registration, quote preparation, and requests for add-on products. Manage inbound customer contact and enquiry handling to meet agreed service levels, personally resolving escalated or sensitive matters. Oversee customer enablement administration, including welcome packs, outbound follow-up calls, and educating customers on learning aids and resources. Champion accuracy, compliance, and continual improvement across the function by maintaining detailed customer records, producing reports, and improving team workflows.
Required Qualifications
- An established people leader with experience leading an administration, customer service or contact centre team
- A track record of building engaged, capable and high-performing teams
- Professional maturity and a calm, considered approach
- Sound judgement
- The credibility to engage confidently with executives, colleagues and customers alike
- A confident and open communicator
- The ability to set clear expectations
- The ability to share regular and constructive feedback
- The ability to welcome ideas from the team
- The ability to keep communication flowing with stakeholders across the business
- A natural coach
- The ability to invest in people
- The ability to identify strengths
- The ability to support development goals
- The ability to recognise wins
- The ability to create an environment where team members feel trusted and motivated to do their best work
- Strong process discipline
- Attention to detail
- The ability to design workflows
- The ability to document workflows
- The ability to continually improve workflows
- The ability to embed consistent standards across a team
- Skilled at planning workload across a team
- The ability to prioritise competing demands
- The ability to plan ahead for busy periods
- The ability to keep service levels and turnaround times on track
- Highly self-organised
- Reliability with a consistent record of meeting deadlines
- Proven ability to analyse performance metrics
- The ability to identify trends
- The ability to translate data insights into actionable strategies for the team
- A values-driven leader
- The ability to role model honesty
- The ability to model personal accountability
- The ability to model respect
- The ability to lead with kindness
- The ability to lead with empathy
- The ability to actively contribute to a culture people love being part of
- Experience in Bundaberg, Queensland
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