Head of Account Management

TNS is hiring a Head of Account Management in Sydney, Australia to join our fast-growing business. An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives.  Come join the excellence

Overall Objective:

This position has ownership for managing a team of account managers that are responsible for the management, retention and growth of clients in Australia.

The role is responsible for leading TNS' positioning of Complete Commerce with its existing client in Australia, Complete Commerce is TNS' unified payment and connectivity platform that enables businesses to accept any type of transaction, connect any device, and orchestrate any transaction in a fully PCI-DSS compliant solution stack. It simplifies payments by integrating multiple providers and technologies into one secure, managed solution—ideal for omnichannel environments and specializes in verticals like unattended payments, specialty retail, parking, and fuel and convenience.

The full complete commerce solution stack includes the following TNS products:

Accept any transaction (Products and VAS - Features)

• TNSPay Unattended - 3rd party system equipment integrations - parking, vending, kiosks, EV
• TNSPay Attended (integrated) - Fuel pump and forecourt controller integrations
• TNSPay Fuel
• TNSPay BYOT (bring your own terminal)
• TNSPay Checkout (online)

Connect Any device, any location, anywhere (Products and VAS - Features)

• Smart multi-carrier global SIM - SD-WAN - Fortinet
• TNSLink - Unattended
• TNSLink - Retail
• TNSConnect
• Secure Internet Gateway (SIG)

Orchestrate omnichannel transactions (Products and VAS - Features)

• TNSPay Orchestration - All major schemes, including local debit schemes

• TNSPay Protect (Tokenization & P2PE):

• Alternative payments: Apple Pay, Google Pay, PayPal, QR, BNPL, loyalty, fleet, WeChatPay

• Tokenization: TNS Token Vault and scheme tokenization
• Multi-Acquirer and Smart Routing (over 30 Acquirers integrated globally)
• Point-to-point encryption (P2PE), online PIN and PIN translation
• Protection against fraud: AVS, 3DS, scan, Blacklist, 3rd party fraud services

The position will have a leadership role in setting the tactical and long-term go to market direction for the account management team, including developing key account strategies and relationship maps to deliver the GTM plans. This role is responsible and accountable for delivering 3 components of Strategic Value and increasing TNS revenues by:

1. Achieving and exceeding incremental ACV growth targets for TNS offerings
2. Expanding the TNS footprint within current customer accounts through cross-sell and up-sell opportunities.
3. Assisting as needed in securing large renewal contracts.

The Role:

• Participate as a member of a world-class sales organization who is a leader in the global payment and network business providing community-based networks and processing solutions to the Payments Industry.
• Collaborate with experienced pre-Sales support and high-quality Partner organizations for whom TNS solutions are part of a broader customer proposition.
• Experience income and career growth potential within a company who is a leader in the marketplace
• Sell a portfolio of leading solutions into a rapidly growing marketplace via TNS existing customer base.
• Benefit from a customized B2B selling process that includes Sales Aids, guidance, a Playbook, and a tightly linked CRM
• Sell a broad portfolio of products and solutions that are constantly being upgraded and improved and where new products are being released
• Experience career potential in a high-growth company

Accountabilities:

The role will carry a financial and retention quota and be responsible for driving sales of TNS solutions within Australia's existing account portfolio.

The role and the Account Manager Team will be the "quarterback" and the overall account leader, leading all aspects of the sales process including lead management, qualification, Partner strategy, evaluation, close and ongoing account management.

Our expectations of you include...

• Provide guidance on customer and prospect corporate strategic initiatives
• Identify customer needs and effectively understand and respond to customer objections
• Connect client's business objectives with TNS offerings and solutions
• Effectively sell a broad portfolio of products across a wide range of industries
• Assist the customer in maximizing the return of their investment with TNS
• Be proactive in all aspects of opportunity development
• Build and expand relationships with Economic Buyer in prospect and customer accounts
• Establish yourself as a 'Trusted Advisor' to the prospect or customer
• Collaborate with peers and management around ways to continually improve the sales organization
• Define and execute / account sales plans and then meet and exceed sales goals through prospecting, qualifying, managing and closing cross-sell and up-sell sales opportunities.
• Develop and manage sales pipeline, prospect and assess sales, and move multiple transactions simultaneously through the sales pipeline.
• Coordinate resources throughout the sales cycle, including product support and sales engineering
• Provide or facilitate product demonstrations and general support to prospective customers
• Nurture and expand the company's relationship with customer accounts
• Provide regular reporting of pipelines and forecast through the CRM system
• Keep abreast of competition, competitive issues and products
• Practice effective, excellent communication with management, customers and support staff
• Participate in team-building and company-growth activities including strategy setting, sales training, marketing efforts and customer care
• Travel to customer locations in support of sales efforts

Key Performance Indicators (KPIs)

Specific quantifiable measures define success for this role will be tied to the following categories:

Renewal ACV: Renewed ACV / Baseline ACV

Cross-sell ACV: ACV from new product(s) sold into installed base accounts

Up-sell ACV: Incremental ACV from existing product(s) in installed base accounts

Major Interactions per week/month: Sales calls, in person and virtual

Professional Development: Classroom or virtual product and skills training

The Ideal "You" …

Experienced Performer

• You will need to have a detailed understanding of the payments and / or networking industry in the product sets outlined in this position description
• 7+ years of software, payments or telecommunications industry experience or complex solutions sales experience.
• Orchestrator:  Experience managing an array of opportunities simultaneously, from small initial transactions to complex multi-hundred thousand-dollar "land" or "expand" deals.
• Executer: Consistent overachievement of sales goals in a large geographic or Named Account territory.

Sales Cycle Expert

• You are a problem-solver, an exceptional listener, and delve deeply into "top five, next five" accounts to seek out prospective buyers.
• You create demand with prospects and customers as opposed to reacting to them.
• You work effectively with Partners to expand your ability to generate and cover more opportunities.

Hi-EQ Communicator.

• You judge well, both what to say and how to say it.

Talent Magnet

• Your presence at TNS makes other A-Players want to join one of the best companies in the world

Competencies Required: Summary of competencies necessary to be successful in this position:

Selling Skills:

Sales Approach

Handling different sales scenarios; setting agenda; using Call Plans; following sales process guidance and tool usage; adopting best practices; serving as a sales role model to others; thought-leading customers

Organization/ Planning

Planning time; separating productive vs. non-productive time; reconciling conflicting high priority commitments; managing time to complete 'A' priorities before 'B' and 'C' ones; balancing professional and personal schedules; meeting deadlines; managing meeting times; adapting to customer and prospect schedules

Active Listening

Captures verbal cues; repeats back input; working with reluctant talkers; frequency of interruption; obtains (and documents) insight from verbal interactions with peers, superiors, and subordinates

Retaining Customers

Gaining customer loyalty; possessing personal connections with accounts; asking for references; preventing customer attrition; serving as a trusted advisor; generating repeat business

Territory Knowledge

Possessing territory knowledge; understanding individual accounts within the territory; managing account-specific business plans; understanding territory potential; leveraging accounts across personal territory and between territories within the sales region; demonstrating grasp of macro-environment (competition, government impact, consumer demands, business trends, regional issues, vertical factors, technology improvements) and how it impacts the territory

Conflict Management

Managing customer conflict; contributing to solutions of company conflict; acting as the source of conflict; anticipating and addressing drivers of conflict; managing peer conflict

Cost Justification

Understanding & presenting cost justification methodologies relevant to the business; quantifying cost information that is relevant to the buyer, utilizing a value case to differentiate a solution from competitive offerings; building multiple evaluation criteria compelling to the buyer; developing business models that can be replicated and used by others

Objection Handling

Planning and assessing level of objection risk; achieving success in sales campaigns when obstacles are presented from customers, due to competitive pressure, prices restrictions, or unforeseen external challenges; following corporate objection handling guidelines; advancing sales campaigns by handling objection

Selling Knowledge:

Learn new products

Demonstrating understanding of new products and solutions;  presenting new products to customers; integrating new product solutions into existing campaigns; upselling; generating interest in new products; attaining customer understanding of new solutions and products

Competitive Intelligence

Knowing the key competitors for each market space; predicting what competitors will do in select sales situations; leveraging competitive success; articulating differentiators between their solutions and competitors; acquiring insight from sources of intel and putting that into play in sales campaigns

Motivational Assertiveness

Showing initiative; exploiting openings in sales campaigns; asking difficult questions; getting sales rep agenda items to be adopted as customer priorities; leading groups; sharing strong opinions with peers and managers

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about

Please note: We are not engaging recruitment agencies at this stage and will not accept resumes or applications submitted through agencies. All applications must be submitted directly by candidates.