Job Description

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

The Account Manager – Optus Business Centers is responsible for reducing customer churn and proactively managing port-out threats across 28 Business Centers nationally. The core focus of the role is to design and execute a targeted customer retention strategy for the top at-risk accounts, working in close partnership with channel partners to protect revenue and strengthen customer loyalty.

This role serves as a strategic connector between Partners, existing customers, and Optus’ cross-functional teams—leading the end-to-end retention approach. The National Strategic Account Manager will leverage Optus’ hospitality experiences, executive sponsors, and technical experts to deliver relationship-led save motions. A key responsibility is to coach and enable partners to articulate Optus’ value, build tailored retention plans, and execute with consistency and discipline. A tailored retention and engagement strategy is required for the 20–99 FTE segment, developed in close collaboration with the CVM team.

Success in this role requires deep ICT sales expertise and the ability to align complex, whole-of-business IT and telecommunications solutions with evolving customer needs. The ideal candidate will effectively translate technical capabilities into commercial value, helping Mid-Market customers make confident, future-focused decisions. The role also plays a pivotal part in ensuring a seamless customer journey, supporting the transition from acquisition working with the BDM to ongoing account management to maintain continuity and trust.

This role reports to the Director of Business Centre Transformation and requires a high level of motivation, a can-do attitude, and the ability to exceed retention goals while executing strategies aligned to broader business objectives.

What You’ll Do

1. Customer Retention & Churn Reduction - Lead the design and ex ecution of targeted retention strategies to reduce churn, with a focus on protecting the top high-value, at-risk accounts nationally.
2. Port-Out Threat Management - Proactively identify and respond to port-out threats across all 28 Business Centres, ensuring timely and strategic intervention for high-risk customers.
3. Partner Enablement & Retention Execution - Empower and coach channel partners to deliver tailored retention plans, position O’s value effectively, and engage strategic customers with business-relevant, solution-led conversations.
4. Technical Solution Alignment & Cross-Functional Collaboration - Collaborate with CVM, product, and technical teams to align retention strategies with whole-of-business IT and telecommunications solutions—ensuring technical relevance and long-term value for strategic customers.

What makes you perfect for the role?

• Bachelor’s degree in Business, Marketing, Information Technology, or a related discipline.
• Experience in B2B sales, account management, or channel partner roles within the ICT or telecommunications sector.
• Strong understanding of end‑to‑end business IT and telecommunications solutions, including mobile, fixed, cloud, and data services.
• Proven ability to manage high‑value, mid‑market accounts, reduce customer churn, and execute complex, multi‑product retention strategies.
• Solid knowledge of customer lifecycle management, churn dynamics, retention levers, and partner/channel sales models.
• Demonstrated experience engaging C‑suite stakeholders and leading cross‑functional teams, with sound awareness of enterprise IT architecture and solution design principles.

What’s in it for you?

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity