Account Manager

About the Role

As an Account Manager at StarRez, you will play a key role in ensuring customer satisfaction, driving account growth, and strengthening long-term relationships with our customers. You will be responsible for, managing ongoing relationships, and identifying new business opportunities within existing accounts. The role also involves supporting product and process improvements, and representing the voice of the customer across internal teams.

This position includes both strategic and tactical responsibilities—ranging from proactive customer engagement and on-site visits to supporting marketing initiatives and contributing to product management processes.

What You Will Own

Account Management & Growth

• Manage an assigned territory to achieve new customer revenue goals.
• Identify and cultivate upsell opportunities, supporting company marketing and sales initiatives.
• Develop and maintain a pipeline from lead generation through to closure.
• Manage campaigns to generate new leads and opportunities within existing accounts.
• Deliver compelling product demonstrations (online and in person), supported by our Sales Engineering team.
• Perform on-site and remote product demonstrations and develop prototype solutions tailored to customer needs.
• Manage licensing, invoicing, and credit collection inquiries for assigned accounts.
• Represent StarRez at trade shows and customer events across Australia and the APAC region.
• Travel nationally and internationally (30–40%) for customer visits, trade shows, and industry events.

Customer Satisfaction & Relationship Management

• Build and maintain strong relationships with customers and industry leaders.
• Manage and maintain strong, trusted relationships with customers to ensure high satisfaction and advocacy.
• Employ tactical and strategic measures to exceed customer expectations.
• Provide internal support for Project Managers and consultants to drive resolution and maintain satisfaction.
• Support our Customer Success team by monitoring customer health through feedback, NPS survey results, and on-site visits.
• Provide customer insights to inform product development and positioning.

Subject Matter Expertise & Best Practice Consulting

• Collaborate with internal teams to scope and tailor solutions to customer needs.
• Contribute to team policies, procedures, and product management processes.
• Provide input into licensing configurations, pricing policies, and special campaigns.
• Assist in designing and executing outreach programs and marketing initiatives.
• Ensure Salesforce data is accurate and up to date.
• Leverage tools like Salesforce, Gong, and SharePoint for data tracking and market insights.
• Build sufficient product knowledge to perform assigned tasks efficiently, involving senior account managers and SMEs when needed.
• Support marketing and sales initiatives, including RFP responses and contract negotiations.
• Support any other initiatives within the Community Relations team.
• Assist with scoping, prototyping and developing tailored customer solutions proposals.

Required Qualifications

• Broad knowledge and experience with software technology.
• Strong customer service background with a proven ability to build rapport with stakeholders.
• Proficiency in Salesforce or equivalent CRM systems.
• Excellent attention to detail and strong organizational skills.
• Ability to prioritize, manage multiple tasks, and meet deadlines in a fast-paced environment.
• Self-motivated, disciplined, and capable of working independently.
• Strong written and verbal communication skills.
• Willingness to travel interstate and internationally (up to 40%).
  
  

Preferred Qualifications

• Experience in the Higher Education sector — particularly in residential housing or hotel accommodation management.
• Accounting basics knowledge (concepts like charging, invoicing, payments, and reporting).
• Previous experience using StarRez software.

Reasons to join our team:

• You will be part of a vibrant and supportive culture, with weekly team lunches.
• We are a flexible and hybrid workplace.
• You will have access to professional development opportunities.
• Be part of a global team, participate in monthly global meetings and partner with team members in different countries.
• Z-Factor: Our most celebrated value, you will work with a team of caring, energetic, high-performing, and passionate people who have fun supporting our vision, innovation & continuous improvement.

We are proud of our diverse workforce and are dedicated to creating a safe and welcoming environment for all employees. People from various ethnicities, ages, genders, and abilities are encouraged to apply.

Please note, StarRez requires all candidates to have full work rights in Australia

Notice to external Recruiters and Recruitment Agencies:

StarRez will not accept unsolicited resumes from recruitment agencies, headhunters, or any other third parties for this role through this website or directly to any employee. StarRez and any of our subsidiaries will not pay fees to any third-party agency or company. In addition, we ask that you do not reach out to any employee with regards to this position, or any other positions, now, or in the future.