Account Manager
Hybrid · Coburg, Victoria, Australia
Job Summary
Account Manager to manage a portfolio of clients in IT services for SMBs, driving client satisfaction, retention, and growth. Responsible for proactive client engagement, regular health reviews, identifying upsell/cross-sell opportunities, coordinating with internal teams to meet client needs, tracking client health metrics, generating reports on client relationships and product usage, and conducting regular check-ins to foster long-term loyalty and product adoption. Must leverage ITIL knowledge and understanding of IT services, infrastructure, cloud, and vendor solutions from HP, Aruba, Fortinet, Microsoft, Cisco, Palo Alto, VMware, and NBN. Hybrid work arrangement in Coburg, Victoria, AU with emphasis on collaboration and blended office/remote work.
Required Qualifications
- Experience in account management in an IT environment
- Strong interpersonal and communication skills
- Basic understanding of customer success principles
- Understanding of ITIL and the role the framework plays in delivering IT Service Management
- Knowledge of IT Services, Infrastructure, Cloud, Applications and Processes that support businesses in their day-to-day operations
- Experience with working with and providing solutions from strategic IT Vendors such as HP, Aruba, Fortinet, Microsoft, Cisco, Palo Alto, VMWare and NBN
- A valid WWCC/Police Check is required
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