Account Manager

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. This role is a fixed term vacancy for 5 months

About the fixed term opportunity  

 

The purpose of this role is to be the single point of accountability for a portfolio Medium Business customer

within a defined location area market, with a requirement to meet customer 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).

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, provide industry leady 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’ll also  

• 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.

About you  

You will have extensive experience face to face with customers and a deep knowledge of our network. 

You’ll also   

• 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 $2.5 m 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

barrier to performance within existing business

processes and recommended solutions for continuous

improvement.

What else is in it for you? 

• Bring your whole self to work every day and be met by a welcoming bunch of people who respect and support you 
• Flexible and hybrid working arrangements, like the opportunity to work from home two days per week 
• Opportunities for growth and development through formal programs or mentorship 
• Exclusive team member discounts and offers for more cash in your pocket, evolving policies for flexible working, leave types and access to health and wellbeing resources 

All walks, one route 

It takes a lot of us to deliver for every Australian – and it’s important to us that our people behind the parcels reflect the people receiving them. We come from all walks. Different backgrounds, different ages, different genders, different sexualities and different abilities, but we all believe in the same purpose.   

We welcome people all ages, genders and backgrounds – including Aboriginal and Torres Strait Islander peoples, people with disability, LGBTQIA+ communities, and refugees. We’re a Disability Confident Recruiter, committed to making our hiring process and workplace inclusive and barrier-free. We’re also working hard to remove bias and build a gender-equitable experience for everyone who joins us. If you’ve got questions about accessibility, reach out to our Diversity & Inclusion team at inclusivecareers@auspost.com.au or on 03 8737 9415.