SMB Account Manager - VIC

Nexon Asia Pacific; Melbourne; On-site; AUD 70,000 - 110,000; Full time

Job summary

Nexon Asia Pacific is seeking an SMB Account Manager to join our Melbourne sales team. You will manage an assigned portfolio of existing customers, protect and grow revenue, and identify new opportunities across up-selling, cross-selling and renewals.

Success requires a customer-focused approach, strong relationship-building, and solid IT industry knowledge. You will work with CRM and Office tools to drive pipelines, forecasts and targets while delivering Nexon's premium customer experience.

Qualifications

• Minimum two years' experience in account management, client services, customer service or sales within the IT industry.
• Demonstrated success in solution-based selling and achieving sales targets.
• Experience managing contract renewals and growing existing customer accounts.
• Strong understanding of the sales process.
• Working knowledge of CRM systems.
• Technical knowledge or experience within the IT industry will be highly regarded.

Responsibilities

• Manage and maintain strong relationships with an assigned portfolio of existing customers.
• Maintain regular contact with customers to understand their needs, priorities and level of satisfaction.
• Protect and grow revenue across existing customer accounts.
• Identify and progress upsell, cross-sell and renewal opportunities.
• Achieve and exceed agreed monthly sales targets and KPIs.
• Develop, maintain and actively manage a pipeline of sales opportunities.
• Manage contract and service renewals within required timeframes.
• Identify accounts at risk and develop appropriate retention strategies.
• Escalate customer, commercial or retention risks where additional support is required.
• Respond to customer issues and support their effective and timely resolution.
• Maintain accurate customer, sales activity, opportunity and pipeline information within the CRM.
• Prepare and maintain accurate sales forecasts and updates.
• Follow Nexon's sales processes and required approval procedures.
• Work collaboratively with colleagues to support customer outcomes and team performance.
• Maintain a strong understanding of Nexon's products, services and customer value proposition.

Skills

Communication

Relationship building

Commercial acumen

Sales target achievement

CRM proficiency

Microsoft Office

Problem solving

Team collaboration

Attention to detail

Tools

CRM software

Microsoft Excel

Office tools

Job description

Role Purpose

Nexon is seeking an SMB Account Manager to join our Sales team. This role is responsible for managing relationships with existing customers, protecting and growing revenue, identifying new sales opportunities and supporting the renewal of customer services. The role will maintain regular customer contact across phone, email and CRM platforms, respond to customer needs, identify accounts at risk and contribute to individual and team sales targets. This role would suit someone looking to build a career in account management and sales, with the opportunity to develop their commercial capability, customer relationship skills and understanding of Nexon's solutions. The successful candidate will be customer-focused, commercially minded and committed to delivering Nexon's premium customer experience.

Key Responsibilities

• Manage and maintain strong relationships with an assigned portfolio of existing customers.
• Maintain regular contact with customers to understand their needs, priorities and level of satisfaction.
• Protect and grow revenue across existing customer accounts.
• Identify and progress upsell, cross-sell and renewal opportunities.
• Achieve and exceed agreed monthly sales targets and KPIs.
• Develop, maintain and actively manage a pipeline of sales opportunities.
• Manage contract and service renewals within required timeframes.
• Identify accounts at risk and develop appropriate retention strategies.
• Escalate customer, commercial or retention risks where additional support is required.
• Respond to customer issues and support their effective and timely resolution.
• Maintain accurate customer, sales activity, opportunity and pipeline information within the CRM.
• Prepare and maintain accurate sales forecasts and updates.
• Follow Nexon's sales processes and required approval procedures.
• Work collaboratively with colleagues to support customer outcomes and team performance.
• Maintain a strong understanding of Nexon's products, services and customer value proposition.

Key Performance Measures

• Achievement of sales and revenue targets.
• Customer retention and renewal outcomes.
• Growth within existing customer accounts.
• Pipeline development and conversion.
• Forecast accuracy.
• Customer satisfaction.
• Timely management of renewals.
• CRM accuracy and sales process compliance.
• Identification and management of at-risk accounts.

Experience and Qualifications

• Minimum two years' experience in account management, client services, customer service or sales within the IT industry.
• Demonstrated success in solution-based selling and achieving sales targets.
• Experience managing contract renewals and growing existing customer accounts.
• Strong understanding of the sales process.
• Working knowledge of CRM systems.
• Technical knowledge or experience within the IT industry will be highly regarded.

Skills and Capabilities

• Strong communication and interpersonal skills.
• Demonstrated ability to build and maintain effective customer relationships.
• Strong commercial and financial acumen.
• Ability to identify customer needs and convert them into sales opportunities.
• Strong organisational and time-management skills.
• Excellent attention to detail.
• Ability to manage multiple customers, renewals and priorities in a fast-paced environment.
• Proactive, self-driven and motivated to exceed targets.
• Ability to work independently and as part of a team.
• Strong problem-solving and issue-resolution skills.
• Proficiency in Microsoft Office and CRM software.
• Commitment to team excellence and customer service.

Personal Attributes

• Customer-focused and commercially driven.
• Passionate about technology and sales.
• Accountable for delivering on commitments.
• Proactive and responsive.
• Motivated to learn and grow within a sales environment.
• Committed to delivering Nexon's premium customer experience.