Account Manager, Medium Business ACT

Description & Requirements

Being in a business support role at Australia Post means helping our people deliver for every Australian. Just like our Posties, you’re still the people behind every parcel. Whatever your team or role, you’re helping grow our people, grow our business and making a lasting impact on the Australian community. You’ll find a culture of connection in our great people and the flexibility to balance work with life outside of it.

The purpose of this role is to be the single point of accountability for a portfolio of Medium Business customers within a defined location area market, with a requirement to meet customers face to face on a regular basis. Each portfolio will contain a maximum revenue of $30M per annum and comprise 30 to 50 Medium Business customers. The role has end-to-end ownership of its customer account including operational efficiency identification and resolution, relationship management (customer satisfaction/NSP and retention), financials (revenue and sales) and driving sustainable growth (by extending on current services and identifying opportunities for cross‑sell into complex client solutions).

This portfolio is for ACT customers.

The role will drive a strategic approach to account planning for its portfolio, and is accountable for building senior relationships, retaining existing revenue (by closing contract renewals), driving improvements in service quality through MSM, providing industry lead service solutions of systemic issues for a customer account. This is a key role in customer retention and is the single point of contact for Australia Post Medium Business customers.

You will have a target of 8 customer meetings a week with a stretch of 10.

• Operate as the key customer custodian to facilitate customer onboarding, set up of systems access, monitor service level performance, ongoing contract compliance, be the primary escalation point for systemic issues and communicate major service outages.
• Manage customer relationships by leading regularly planned sales and service meetings to explore new cross‑sell business opportunities, identify pain points and ensure an excellent customer experience.
• Engage with customers on key retention activities through the full lifecycle of the customer contract, including renewing existing contracts, conducting annual price reviews, and reviewing surcharge compliance.
• Deliver a seamless customer experience by coordinating engagement and interaction between the customer and AP’s specialists across all activities, including service, sales, solution design, product and implementation.
• Document all sales and account management activity in Salesforce to provide AP’s sales enablement functions (e.g. Sales Operations, Segment Development, etc.) with quality data to develop appropriate improvement strategies and initiatives.

We are looking for someone with the capacity to build long-term trusted advisor relationships with Senior Executive stakeholders (internal and external) and the ability to influence these stakeholders. These stakeholders include business Sales Team (General Manager and Sales Manager), Solutions Team (Sales, Solutions, Bids and Business Specialists), Segment Development & Marketing, Sales Operations teams. The external stakeholders include the Customer Account Contact (CEO to Director Level).

• Experience in face‑to‑face selling of standardised B2B solutions to small and medium business customers including identifying, qualifying, proposing and closing sales opportunities.
• Ability to design and implement account management strategies for a portfolio of medium business customers (ranging from $100k to $2.5m revenue), with a strong track record of meeting and exceeding sales targets.
• Capacity to resolve problems and issues, identify and develop mitigation strategies to systemic issues and barriers to performance within existing business processes and recommend solutions for continuous improvement.
• Sales discipline knowledge including sales techniques, account planning, opportunity planning and reporting.
• Understanding of solutions, products, services, new and possible technology offerings, industry players and latest developments in digital e‑commerce.
• Detailed understanding of the AP product and solution portfolio is a bonus.

We welcome people of all ages, genders and backgrounds, including Aboriginal and Torres Strait Islander peoples and people with disability. We are a Disability Confident Recruiter and are committed to creating an inclusive and barrier-free workplace.