Account Support Manager

Location:: Canberra
Sectors: ICT
Employment type: Permanent
Salary: AU$135000 - AU$143000 per annum + Plus Training, Work From Home Flex
Contact name: Danny Fleming

Contact email: danny@clearedict.com.au
Job reference: BBBH656_1652319427
Published: 9 days ago

Cleared ICT are working with IT services organisation who are looking to hire a Account Support Manager on a full time basis.

This is an exceptional opportunity for an Account Support Manager to provide support to our Federal Government Customer base. In this role, you will perform a range of activities depending on customer need. You will act as a trusted advisor in the National Security environment, you will be a team player with excellent communication skills that takes pride in technical troubleshooting & delivering exceptional customer service. Working within these areas will provide you with unique experiences, & exciting challenges.

This is a hybrid role, requiring leadership and account management experience, with an array of duties from pre-sales to implementation and post-sales service. As an ASM you'll look after major federal accounts and work closely with field support engineers, other account managers, professional services, sales account and support teams. If you are customer centric, self-driven and can remain cool under pressure this is a perfect role for you.

Responsibilities:

  • Single point of contact for customers. A key accountability is to solve problems in a timely & efficient manner while balancing customer satisfaction.
  • Relationship development and maintenance, including regular meeting with customers and vendors
  • Service escalations, review of incident reports and rebuild
  • Continuous involvement in sales and pre-sales, active seeking for new leads
  • Managing and coordinating delivery of a routine maintenance support


To be successful in this role you will:

  • Experience in Account Management.
  • Hold an NV or higher Security Clearance & ability to work within an Australian Government Department in ACT & surrounds.
  • Ability to work independently with a high level of integrity
  • Previous experience in a customer facing IT or Engineering role preferred.
  • FedGov and Defence customer facing experience highly regarded.
  • ITIL Foundation certification highly regarded.
  • Excellent communication skills and experience in writing customer incident reports using technical data.


What's on offer:
The organisation offers industry leading benefits such as commission accelerators, flexible working, enhanced parental leave, Wellness Friday, the ability to participate in Employee Resource Groups activities, volunteering opportunities, constantly evolving career growth & more.

At Cleared, we provide tailored recruitment solutions to individuals seeking their next opportunity and to organisations searching for talent within Defence Industry, Intelligence and National Security.