Business Account Manager

Job Title
Telephone Account Manager

**Business Channels, Account Manager**

Reporting to: Territory Manager - OBC Parramatta

Location**:Parramatta**

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The primary purpose of the Telephone Account Manager (TAM) role is to retain existing business to grow company revenue and subscriber market share focusing on a select list of accounts within SMB.

Reporting to the Territory Manager, the TAM will need to be highly motivated, energetic with a can-do attitude to exceed business targets and execute strategies to grow market share across the portfolio and to acquire new business via customer acquisition. The role will also involve working closely with the BDM team when onboarding new Soho Micro customers and Solutions Consultant to drive whole-of-business sales and grow wallet share within the portfolio.

In addition to winning new customers to Optus, the TAM will be allocated a portfolio of accounts to manage with the objective of retaining and growing the share of wallet by increasing the multi-product holdings of the customer.

A proven track record of successful account management, face-to-face relationship selling and prospecting new customer opportunities is vital and success in this role will be evident through the achievement of business targets such as new gross ads in mobiles, mobile broadband, fixed voice/data. The TAM must have the ability to effectively differentiate from our competitors in the experience that Optus can provide customers and to engage with Business Owners across a range of SMB organizations.

**KEY ACCOUNTABILITIES/ KPIs**

Deliver upon agreed sales targets in both acquisition of new SMB customers and retention
- with particular emphasis on SMB 1-50 employees.
- The identification of potential high value SMB customers to grow market share.
- Development, implementation and improvement of tactical segmentation to support the acquisition of new customers.
- Identify growth opportunity within the designated portfolio by diversifying the product portfolio to increase per customer wallet share.
- Retain current revenue through a multi relationship approach.
- Achieve/exceed all set targets in all lines of business.
- All plans presented to State Sales Manager, displaying knowledge of territories and market.
- KPI's targeted quarterly
- Pipeline build targeted monthly - with weekly up-dates.
- Revenue growth

**Manage the development of a balanced and sustainable pipeline to deliver long term sales goals.**
- Implementation and execution of successful sales strategy
- Conduct regular meetings with State Sales Manager to review activity, pipeline, and performance against targets.
- Achievement of satisfactory pipeline to achieve set KPI's across all products
- Pipeline management through CRM
- Growth of Optus market share in the 1-5 segment

**Execute upon customer experience strategies to minimize churn and improve Optus Brand in Soho Micro market**
- In conjunction with Territory Manager and customer management team implement retention strategies in sales team
- Understanding of global and national trends and issues affecting the mobile, fixed and digital sector
- NPS KPI is met and exceeded.
- Farming customer loyalty to gain valuable referrals.

**Account / Relationship Management within an assigned portfolio and with potential customers**
- Manage portfolio of circa 300+ accounts
- Attend opportunity meetings to take control as their Account Manager.
- Development of Account Plans to deliver upon an effective contact, retention and revenue growth strategy.
- Education of new products and services
- Review accounts, including spend, usage profile, online usage.
- Campaign management on cross sell and re-contracting
- Port Threat management
- Creation of pipeline of opportunities with the base
- Effective handover of accounts with other sales teams.
- First level Optus contact for contractual enquiries & first point of escalation
- Build and maintain strong customer relationships
- Increase customer/product ratio
- Achieve/exceed AOP targets
- Achieve set churn targets
- Logging and management of port threats
- 100% completion and ongoing management of account plans
- Enter and maintain100% accuracy of customer data in CRM systems
- 100% completion of welcome calls once account assigned
- Face to face customer meeting cycle

MAJOR CHALLENGES / TYPICAL PROBLEMS ENCOUNTERED **Achieving sustained market share growth in the SOHO-MICRO.**
- Driving growth in new product streams - such as Loop, Evolve - to new and existing customers.
- Understanding key internal metric s (ARPU, WAAF, CHURN, NPS, etc) so as to work effectively with the SMB commercial team to position special pricing requests for large, complex solutions that are competitive in the marketplace.
- To provide thought leadership in delivering a superior customer experience for Soho-Micro customers - including on-boarding, etc.

This includes effectively working with the Optus Customer 'Care' team to ensure that 'sale