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.

As the National Account Manager, Optus Business Centres, you will lead customer retention and churn reduction strategies across a national portfolio of Mid-Market customers. Working closely with channel partners, customers, and cross-functional Optus teams, you will proactively manage high-value at-risk accounts, mitigate port-out threats, and deliver tailored ICT solutions that strengthen customer loyalty. This highly strategic role combines account management, partner enablement, sales leadership, and commercial acumen to protect revenue, enhance customer experience, and drive long-term business growth across 23 Optus Business Centres.

What You'll Do

• Design and execute targeted retention strategies to reduce churn and protect high-value, at-risk customer accounts nationwide.
• Proactively identify, manage, and respond to port-out threats, implementing early intervention plans to maximise customer retention outcomes.
• Partner with and coach Optus Business Centre partners to deliver effective save plans, strengthen customer engagement, and execute retention initiatives.
• Build and maintain strong relationships with customers, partners, and executive stakeholders to drive loyalty, trust, and long-term value.
• Collaborate with product, CVM, sales, and technical teams to develop whole-of-business ICT solutions that address customer challenges and support retention objectives.
• Analyse customer data, retention trends, and account performance to deliver strategic insights, improve save rates, and achieve retention targets.

What You'll Bring

• 7-10+ years' experience in B2B sales, account management, customer retention, or channel partner roles within the ICT or telecommunications industry.
• Demonstrated success retaining high-value customers, reducing churn, and executing complex multi-product retention and account growth strategies.
• Strong knowledge of telecommunications and ICT solutions, including mobile, fixed, cloud, data, and broader enterprise technology services.
• Proven ability to engage, influence, and negotiate with C-level stakeholders while translating technical solutions into meaningful business outcomes.
• Experience working within partner and indirect channel environments, including Business Centres, Value-Added Resellers, or Systems Integrators.
• Strong commercial acumen with experience managing retention pipelines, forecasting outcomes, and understanding revenue, profitability, and contract management principles.
• Proficiency with Salesforce, uCRM, and customer reporting tools, with the ability to leverage data and insights to drive proactive retention strategies.
• Excellent communication, presentation, relationship-building, and stakeholder management skills, with a collaborative approach to working across cross-functional teams.

The good stuff….

• 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.
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon.

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.

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