Account Manager

About the role

We are seeking a dedicated and client-focused Account Manager to join our team. This role is centred on managing and nurturing a portfolio of existing clients, ensuring service excellence and long-term retention. You will be the primary point of contact for your accounts — coordinating internally, managing renewals, and driving satisfaction across every touchpoint. This is not a new-business sales role. Your success will be measured by client satisfaction, portfolio retention, renewal rates, and the timely resolution of client requests.

Key responsibilities

• Manage the day-to-day needs of an assigned portfolio of existing clients, acting as their primary point of contact

• Build and maintain strong, long-term relationships with key stakeholders at each account

• Proactively identify client needs and coordinate with internal departments (technical support, provisioning, billing) to ensure timely delivery

• Delegate and escalate tasks to the appropriate internal teams, following up to ensure resolution within agreed timeframes

• Manage and drive the renewal of client services, ensuring continuity and minimising churn

• Maintain regular communication with client decision-makers, including scheduled quarterly business reviews

• Monitor account health and flag at-risk clients to management with recommended actions

• Maintain accurate and up-to-date records in the CRM system

• Meet quarterly KPI targets including retention rate, renewal conversion, portfolio growth (upsell/cross-sell), and client satisfaction scores

• Manage client expectations professionally during service disruptions or delivery delays

About you

• Prior experience in an Account Management, Client Services, or Customer Success role

• Background in telecommunications, IT, or managed services is highly regarded

• Demonstrated ability to meet and exceed KPI targets in a structured environment

• Strong interpersonal and communication skills — confident, professional, and relationship-driven

• Highly organised with excellent attention to detail and the ability to manage competing priorities

• Comfortable working at pace and adapting to ongoing change

• A true team player who collaborates effectively across departments

• Proficient in CRM platforms and Microsoft Office Suite

About us

Broadband Solutions is a 100% Australian-owned corporate voice and data service provider, recognised as a BRW Fast 100, Deloitte Technology Fast 50, Deloitte Technology Fast 500 Asia Pacific, and CRN Top 50 company. We are a growing team of passionate professionals across Australia who are genuinely invested in our customers' success and in each other.

Benefits

• $70,000 base salary + superannuation

• Performance-based bonus tied to portfolio growth — rewarding upsell, cross-sell, and net revenue expansion within your accounts, on top of base salary

• Supportive and collaborative team culture

• Ongoing training and career development opportunities

• Access to a wide portfolio of cutting-edge telecommunications and IT solutions

• Recognition within a nationally awarded, fast-growing organisation