ICT Account Manager

The Polyglot Group; Melbourne; On-site; AUD 80,000 - 90,000; Full time

Job summary

Vusion is seeking an ICT Account Manager to lead strategic retail customer relationships across the APAC region. You will drive customer success, align solutions with business goals, and collaborate with Sales, Professional Services, Product, and Support teams to maximize value.

Responsibilities include managing an account portfolio, conducting Business Reviews, and driving renewals and growth while maintaining strong stakeholder relationships.

Qualifications

• 3–5+ years in Account Management, Customer Success, or strategic B2B roles.
• Experience managing strategic/enterprise customer relationships across lifecycle.
• Experience leading Business Reviews and developing customer success or account growth plans.

Responsibilities

• Manage and develop a portfolio of strategic retail customers across the APAC region.
• Serve as the primary contact for assigned accounts and build trusted relationships.
• Identify opportunities for renewals, upsell and cross-sell to drive growth.
• Collaborate with Sales, Professional Services, Product, and Support teams to ensure success.
• Monitor customer health, product adoption, and engagement to mitigate risks and drive value.
• Conduct Business Reviews to demonstrate value and align on priorities.
• Maintain accurate account plans, forecasts, and CRM records in Salesforce.

Skills

Account management

Salesforce

Customer success metrics

Stakeholder engagement

Cross-functional collaboration

Tools

Salesforce CRM

Job description

Our client, Vusion is a global leader in retail technology, delivering AI-powered connected commerce solutions that help retailers digitize stores, optimize operations, and enhance the shopping experience. Through Electronic Shelf Labels (ESLs), IoT infrastructure and real-time data platforms, Vusion enables retailers to improve operational efficiency, increase agility and create smarter, more sustainable stores worldwide.

About the Role

As an ICT Account Manager, you will manage and develop a portfolio of strategic retail customers across the APAC region, building long-term partnerships that drive customer success and commercial growth.

Acting as the primary point of contact for your customers, you will combine strategic account management with a strong customer success approach to ensure customers fully adopt Vusion's solutions, achieve their business objectives and maximise the value of their investment.

Working closely with Sales, Professional Services, Product, and Technical Support teams, you will strengthen customer relationships, support retention, identify growth opportunities, and contribute to Vusion's continued commercial growth in Australia and the APAC region.

Key Responsibilities

Strategic Account Management

• Manage and develop a portfolio of strategic retail customers throughout their lifecycle.
• Build trusted relationships with key customers stakeholders and serve as the primary point of contact for assigned accounts.
• Develop a deep understanding of each customer's business priorities, operational challenges, and strategic objectives.
• Maintain strategic account plans to support long-term customer partnerships and sustainable business growth.

Customer Success & Customer Experience

• Drive customer adoption and long-term success of Vusion's solutions.
• Ensure customers realise the full value of Vusion's products and services by aligning solutions with their business objectives.
• Monitor customer health, product adoption, satisfaction and overall account performance, and proactively identifying risks and opportunities.
• Develop and execute customer success plans to strengthen engagement, mitigate risks, and improve long-term outcomes.
• Conduct regular Business Reviews to assess performance, demonstrate business value, and align on future priorities.
• Act as the Voice of the Customer by sharing customer insights and feedback with internal teams to support continuous improvement.

Account Growth & Retention

• Identify opportunities to expand customer accounts through additional products, services, and new business initiatives.
• Support customer renewals and retention by proactively addressing risks and strengthening customer engagement.
• Contribute to revenue growth objectives while maintaining a customer first approach.
• Maintain accurate account plans, forecasts, and CRM records using Salesforce.

Cross-functional Collaboration

• Partner closely with Sales, Professional Services, Product, Customer Success, and Technical Support teams to ensure successful customer outcomes.
• Coordinate internal stakeholders to ensure seamless delivery of products and services.
• Manage customer escalations and ensure timely resolution while maintaining customer confidence.
• Collaborate across teams to continuously improve the overall customer experience.

Technical Skills

• Strong account management and executive stakeholder engagement and skills.
• Proven ability to build trusted customer relationships and influence decisionmakers.
• Experience using Salesforce CRM and customer success tools.
• Ability to analyse customer health metrics, product adoption, and business performance data to identify risks and growth opportunities.
• Experience conducting Business Reviews and presenting business insights to customer stakeholders.
• Strong project coordination and cross-functional collaboration skills.
• Commercial acumen with experience supporting renewals, upsell, and cross-sell opportunities.
• Excellent analytical, problem solving, and conflict resolution skills.
• Excellent written and verbal communication skills in English.

Experience & Qualifications

• 3-5+ years' experience in Account Management, Customer Success, Customer Experience, or another strategic, customer-facing B2B role.
• Proven experience managing strategic or enterprise customer relationships throughout the customer lifecycle.
• Demonstrated success in driving customer adoption, retention, and long-term customer value.
• Experience leading Business Reviews and developing customer success or account growth plans.
• Familiarity with customer success metrics such as Customer Health Score, product adoption, NPS, CSAT, and customer retention.
• Experience working cross-functionally with Sales, Professional Services, Product, Support, and Operations teams.
• Experience with Retail Technology, SaaS, IoT, or enterprise technology solutions is highly desirable.
• Experience working across multiple countries or within an international environment is an advantage.

Attributes & Working Style

• Customer-focused with a passion for delivering exceptional customer outcomes and long-term partnerships.
• String relationship builder and trusted advisor with excellent stakeholder management skills.
• Commercially minded, with the ability to balance customer success and business growth.
• Proactive, solutions-oriented, and results-driven.
• Collaborative, with the ability to influence cross-functional teams, and build alignment.
• Highly organised and able to manage multiple strategic accounts and priorities.
• Adaptable, resilient, and comfortable working in a fast-paced environment.
• Analytical mindset with string attention to detail and a continuous improvement approach.

Salary Range: $80,000 - 90,000 plus superannuation.