Account Manager

About the Role

At Xtremepush, we enable companies to build, grow, and retain strong customer relationships by delivering exceptional technology, expertise, and customer service. As a leading provider of customer engagement solutions, our mission is to empower businesses to create meaningful, personalised experiences for their audiences.

As we continue to grow across the APAC region, we’re seeking an Account Manager to join our high-performing team in Australia. As our dedicated Account Management presence in Melbourne, you will play a key role in fostering long-term, trusted partnerships with our customers across the region. By driving revenue retention and growth through relationship building, cross-selling, and upselling, you’ll directly contribute to our continued success in the APAC market.

As an Account Manager, you will play a key role in ensuring our customers achieve exceptional outcomes through our platform. By leveraging your expertise and interpersonal skills, you’ll help customers realise the full value of their investment, driving product adoption, expansion, and retention. You’ll work closely with our wider APAC team while taking ownership of the day-to-day account management and customer relationships across your portfolio.

This is a remote role based in Melbourne, Australia. #LI-Remote

Key Responsibilities

Client Account Management & Relationship Development:

• Serve as the primary point of contact for all customer account management matters for assigned accounts.

• Help build and strengthen Xtremepush’s presence in the Australian market by developing strong client relationships and establishing the company as a trusted partner locally.

• Build and maintain strong, long-lasting client relationships, checking in frequently and regularly with clients.

• Conduct Quarterly Business Reviews (QBRs) with clients to review performance, discuss strategic goals, and align on upcoming initiatives.

• Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors 

Business Development:

• Identify and pitch cross-sell and upsell opportunities to drive revenue growth.  

• Negotiate contracts and close agreements to maximise profits.

Reporting & Operations:

• Ensure meticulous and regular tracking and updating of all tasks, client interactions and progress within HubSpot.

• Clearly communicate the progress of monthly and quarterly initiatives to internal and external stakeholders.

• Prepare detailed reports on account status.

• Forecast and track key account metrics, such as quarterly sales results and annual forecasts. 

Client Partnership:

• Resolve conflicts and provide solutions to customers in a timely manner.

• Escalate complex client requests or issues as necessary.

• Act as the voice of the customer within Xtremepush, ensuring their needs and feedback are effectively communicated and addressed.

• Collaborate with cross-functional teams to ensure the successful execution of customer strategies.

• Develop and implement strategic plans to enhance customer satisfaction and loyalty.  Ensure the timely and successful delivery of our solutions according to customer needs and objectives.

Your Experience and Qualifications

• Proven work experience in an Account Manager, Customer Success Manager or relevant role  
• Have at least 5 years experience in a tech / SaaS company.
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organisation, including executive and C-level 
• Experience delivering client-focused solutions to customer needs 
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail 
• Excellent listening, negotiation and presentation abilities 
• Strong verbal and written communication skills 
• Familiar with SaaS customer management or have a background in data with a flair for client communication and understanding consumer behaviour is desirable 
• Comfortable working independently and collaboratively across teams, with the ability to manage accounts across APAC and GMT time zones.

Location

This is a remote role based in Melbourne, Australia. #LI-Remote