Account Manager (TBTC Sydney West)

Job Summary

We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice.

What is the focus of the role?

Day to day, you will support the development of deep customer relationships, managing and growing your own defined portfolio of accounts. Your role will be critical in maintaining strong customer relationships that grow TBTC and Telstra’s revenue across our business customer portfolios.

What We Offer

• Performance-related pay
• Access to thousands of learning programs so you can level-up
• Purchased annual leave scheme
• Additional Telstra day off
• Additional 30% off Telstra products and services
• Toolkit provided (laptop + mobile phone + plan paid for)

About the team

Telstra Business - Telstra Business Technology Centres provides IT and business support to Telstra's business customers.

Telstra Business Technology Centres provides Communications and ICT solutions to small and medium Telstra business customers. The TBTC network is part of a fully branded Telstra channel designed to provide professional services to support business customers to integrate tailored tech solutions. That means less time troubleshooting tech, and more time taking care of business.
FY26 Is the year of growth and as a team we have a laser sharp focus on four pillars:

• Brilliant people and partnerships
• Customer obsession
• Execution excellence
• Responsible growth and returns

About the role
As an Account Manager you support the development of deep customer relationships, managing and growing your own defined portfolio of accounts.

This role is critical to maintaining strong customer relationships that grow Telstra Business Technology Centre (TBTC) and Telstra’s revenue across our business customer portfolios. Your ability to listen and to deeply understand our customers, combined with your exceptional organisational skills will ensure you support our business customers to find the best ICT solutions to achieve their business goals.

You will use your excellent customer service skills to deliver against the following responsibilities:

• Take ownership for managing relevant customer relationships to support ongoing development, drive customer satisfaction and achieve revenue and sales objectives for the defined portfolio.
• Contribute to implementing the segment and portfolio strategy (including outbound campaigns) to support the retention and growth of customer portfolios.
• Take accountability for managing inbound/outbound customer sales and service contracts, exploring sales opportunities, responding to queries and escalating complaints and leads to more experienced team members as required, to ensure timely remediation and positive customer experiences.
• Authentically collaborate with peers, team members and key stakeholders across the TBTC channel (e.g. Field Sales Team and internal Telstra team and partners) to support the identification and qualification of leads.
• Participate in customer initiatives such as developing and maintaining relevant account and portfolio plans that support ongoing relationship development and contribute to the achievement of financial and customer targets (revenue, profitability, NPS) & exceptional customer data quality.
• Meet individual and team sales and performance KPIs
• Continue to upskill and develop capability and knowledge across Telstra’s portfolio of products and business solutions
• Identify areas of improvement and actively embrace change and technology to better support our business customers

Work Location: 366 Church St Parramatta NSW 2150 AUSTRALIA (On-site)

To be successful in the role, you'll bring skills and experience in:

• Exceptional verbal communication: Clear, confident, and persuasive phone manner.
• Proven Sales Experience - Expertise in end-to-end sales, with a strong focus on account management and portfolio ownership.
• Sales acumen: Proven ability to identify customer needs, tailor and pitch solutions, and close deals.
• Resilience and persistence: Comfortable in overcoming rejection and maintaining motivation.
• Time management: Ability to efficiently manage call volumes, alongside competing priorities and tasks, while maintaining a high call quality.
• Objection handling: Skilled in navigating and overcoming basic customer issues, hesitations or objections, and able to convert them into opportunities.

 
Skills that will be favored but not essential:

• Demonstrated success in consistently meeting or exceeding KPIs such as call targets, conversion rates, and revenue generation.
• Understand the business plus and Telstra SMB customer base.
• Understand the day-to-day operations and what to expect in a TBTC
• Sound knowledge of how channels work and a strong understanding of the market
• Experience in Cisco Meraki and Microsoft products and solutions.

Professional Attributes

• Results-driven with a competitive edge.
• Team-oriented with a collaborative mindset.
• High level of integrity and professionalism.
• Adaptable to fast-paced, target-driven environments.

If this sounds like the perfect fit, we’d love to hear from you.

We're amongst the top 2% of companies globally in the CDP Global Climate Change Index 2023, being awarded an 'A' rating. If you want to work for a company that cares about sustainability, we want to hear from you.

As part of your application with Telstra, you may receive communications from us on +61 440 135 548 (for job applications in Australia) and +1 (623) 400-7726 (for job applications in the Philippines and India).

When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and disabilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive. 

As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application.

When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.

We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information or the application form, and require this in an alternate format, please contact our Talent Acquisition team via the contact details found at www.telstra.com.au/careers/diversity-equity-and-inclusion/disability-employment