APAC Account Manager

About the role

Netcraft, a global provider of cybercrime detection and disruption, is looking for an APAC Account Manager reporting to the Director of Account Management. The role builds and maintains long-term relationships with customers across the APAC region, driving renewals and expansion, and becomes a trusted partner at every stakeholder level. It is based in the Melbourne office on a hybrid basis, with the expectation of being in the office on Mondays and Wednesdays. Fluency in English and Mandarin is required.

Key responsibilities

• Manage a book of customers across APAC spanning technology, financial services and retail, adapting to the size and strategic value of each account
• Use automation and efficient processes to manage the book while delivering high-touch engagement for key accounts and senior stakeholders
• Serve as the long-term relationship manager, renewing and expanding cybersecurity services throughout each partnership
• Meet customers regularly in person and remotely, travel for customer visits and industry events, and build relationships from operational staff to senior executives
• Act as the customer's internal voice to prioritise service improvements, and identify opportunities to expand services based on the customer's business and the cybercrime threat landscape
• Present service performance results, share Netcraft's cybercrime threat insights, and own the renewal and upsell process internally

Required profile

• 3-4 years of account management experience with a varied book of business, strong renewal and expansion results, and consistently meeting or exceeding upsell targets
• Renewal rate of 92% or above across your personal book
• Ability to manage accounts at scale while delivering personalised, strategic engagement
• Strong written, analytical and presentation communication skills, able to influence stakeholders at all levels
• Experience handling complex customer requests and managing expectations
• Mandarin proficiency is essential, as part of customer interaction will be in Mandarin
• Genuine interest in cybercrime topics such as phishing and malware; a background in cybercrime or internet security is ideal but not required

Required skills

• Familiarity with CRM and account management tools
• Cross-functional and cross-geographic collaboration with teams across APAC, the UK and the USA