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 Strategic Account Manager, you will lead the retention and growth strategy for Optus Business Centre customers nationally, focusing on reducing churn and protecting high-value accounts. Working closely with channel partners, customers, and cross-functional teams, you will drive proactive save strategies, manage port-out threats, and align ICT solutions to customer business needs. This highly strategic role combines account management, partner enablement, stakeholder engagement, and commercial leadership to strengthen customer loyalty and deliver long-term business outcomes.

What You’ll Do

• Develop and execute targeted retention strategies to reduce churn and protect high-value, at-risk customers across Optus Business Centres nationally.
• Proactively identify and respond to port-out threats, leading timely interventions that preserve customer relationships and revenue.
• Coach and enable channel partners to deliver effective save plans, strengthen customer engagement, and position Optus solutions with confidence.
• Build trusted relationships with strategic customers and executive stakeholders, leveraging senior leadership, technical experts, and hospitality experiences to drive successful retention outcomes.
• Collaborate with CVM, product, delivery, and technical teams to develop tailored whole-of-business ICT solutions that address evolving customer needs.
• Analyse customer trends, retention performance, and risk indicators to continuously improve retention strategies, partner capability, and customer loyalty outcomes.

What You Bring

• 7-10+ years' experience in B2B sales, account management, customer retention, or channel partner management within the ICT or telecommunications industry.
• Demonstrated success managing high-value customer relationships, reducing churn, and executing complex retention or turnaround strategies.
• Strong knowledge of telecommunications and ICT solutions, including mobile, fixed, cloud, data, and broader enterprise technology services.
• Proven ability to engage and influence senior stakeholders, translating technical solutions into clear commercial value and business outcomes.
• Experience working within indirect sales channels, partner ecosystems, or Business Centre environments, with a track record of driving partner performance.
• Exceptional stakeholder management, coaching, and collaboration skills, with the ability to coordinate cross-functional teams to deliver customer-focused outcomes.

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.

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