APAC Account Manager

Netcraft; Melbourne; Hybrid; AUD 100,000 - 140,000; Full time

Job summary

Netcraft is seeking an experienced APAC Account Manager to build and sustain strong customer relationships across the APAC region. Based in Melbourne on a hybrid model (in-office Mondays and Wednesdays), you will focus on renewals, expansions, and serving as the customer’s voice to drive service improvements.

You will renew and upsell cybersecurity services, collaborate with senior stakeholders, and travel as needed to client sites and industry events.

Qualifications

• 3–4 years of Account Management experience with renewals and upsell
• Strong renewal rate achievement (≥92%) across own book
• Ability to manage accounts at scale while delivering personalised engagement

Responsibilities

• Manage a book of customers across APAC with various industries
• Utilise automation and high-efficiency processes alongside high-touch engagement
• Renew and expand cybersecurity services throughout each partnership
• Meet customers in person and remotely, adapting communication style
• Travel periodically for customer visits and events
• Build relationships across stakeholders from operational staff to executives
• Identify customer requirements and prioritise service improvements
• Develop customer knowledge of Netcraft’s services and present performance results
• Provide insights into cybercrime threat landscape for clients
• Own renewal and upsell process within Netcraft systems

Skills

Account management

Renewals & upsell

Stakeholder management

English & Mandarin

CRM software

Tools

CRM software

Job description

Netcraft is the global leader in cybercrime detection and disruption. We’re a trusted partner for three of the four largest companies in the world and many large governments. We've blocked over 225 million cyber-attacks to date, and we take down around 33% of the world's phishing attacks.

Our purpose and passion are focused on just one thing: protecting the world from cybercrime.

That passion shapes how we work, too. We’re proud of our talented team and the value each person brings, and we’ve built a workplace where people feel supported and inspired. From strong benefits and wellness programs to meaningful collaboration and team connection.

Therole

Reporting to the Director of Account Management, you will build and maintain strong, long-lasting relationships with Netcraft’s customers across the APAC region - maximising the value derived from our services, driving renewals and expansion, and becoming a trusted partner to stakeholders at every level. As Netcraft’s APAC presence grows, so will this role. This role is based out of our Melbourne office on a hybrid basis, with the expectation of being in the office on Mondays and Wednesdays each week.

***Fluency in English and Mandarin required.***

Day to Day, You Will:

• Manage a book of customers across APAC spanning multiple industries including technology, financial services, and retail — adapting your approach to the size, complexity, and strategic value of each account


• Utilise automation and high-efficiency processes to manage your book effectively, while delivering high-touch, tailored engagement for key accounts and senior stakeholders


• Serve as the long-term customer relationship manager — renewing and expanding cybersecurity services throughout the life of each partnership


• Meet regularly with customers both in person and remotely, flexing your communication style to suit the audience


• Travel periodically for customer visits and industry events


• Build and manage relationships across the full stakeholder spectrum, from operational team members through to senior executives


• Understand customer requirements, objectives, and opportunities, and become the customer’s voice internally to prioritise and drive service improvements


• Identify and facilitate opportunities for customers to expand services, based on a solid understanding of their business and the cybercrime threat landscape


• Develop customer knowledge of Netcraft’s services, present service performance results, and respond to customer questions


• Provide customers with Netcraft’s insights into the cybercrime threat landscape as it applies to their specific business and industry


• Own the customer renewal and upsell process internally to ensure alignment within Netcraft’s systems

You Will Need:

• 3–4 years of Account Management experience managing a varied book of business, with a track record of strong renewal and expansion outcomes and consistently meeting or exceeding upsell targets


• Strong renewal rate achievement of 92% and above across your personal book of business


• The ability to flex your approach — comfortable managing accounts efficiently at scale while delivering personalised, strategic engagement where it matters most


• Strong communication skills across written, analytical, and presentation formats, with the ability to engage and influence stakeholders at all levels


• Mandarin proficiency is essential, as a portion of customer interactions will be conducted in Mandarin to support Mandarin-speaking markets within the APAC territory


• Experience managing complex customer requests: identifying and understanding requirements, communicating them internally, and managing customer expectations throughout


• Familiarity with CRM and account management tools to support efficient management of a large book of business


• Self-motivation, determination, resilience, and a positive, solutions-focused approach


• Strong ability to collaborate cross-functionally and cross-geographically, working effectively with teams across APAC, the UK, and the US


• A background in cybercrime or internet security is ideal but not required. A genuine interest in developing knowledge in the cybercrime space, including threats such as phishing and malware, is essential

Diversity, Equity & Inclusion

This is deeply important to us. Through our ally network, we support under-represented groups andmaintaina working environment free from bias, harassment, or discrimination. We encourage candidates from all backgrounds to apply.

We’re also happy to make adjustments to the hiring process to ensure every candidate can participate fully.

Please note: Netcraft does not accept unsolicited approaches from external recruiters.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Netcraft’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.