APAC Account Manager

About Netcraft

The role

Day to day

• Manage an APAC customer portfolio across technology, financial services, retail, and other industries, adjusting engagement to account needs.
• Use automation and efficient processes alongside tailored, high-touch engagement for key accounts.
• Manage customer relationships, renewals, and expansion of cybersecurity services.
• Meet customers in person and remotely; travel periodically for customer visits and industry events.
• Build relationships across stakeholder levels and represent customer needs internally to advance service improvements.
• Identify service expansion opportunities using customer business knowledge and the cybercrime threat landscape.
• Explain Netcraft services, present performance results, answer questions, and share relevant threat insights.
• Own internal renewal and upsell processes and ensure alignment in company systems.

You will need

• 3–4 years of account management experience, with strong renewal and expansion outcomes and a record of meeting or exceeding upsell targets.
• A personal-book renewal rate of 92% or above.
• Essential: Mandarin proficiency for customer interactions in Mandarin-speaking APAC markets.
• Ability to manage accounts efficiently at scale while providing strategic, personalized engagement where needed.
• Strong written, analytical, and presentation communication skills, with the ability to influence stakeholders at all levels.
• Experience managing complex customer requests, communicating requirements internally, and managing customer expectations.
• Familiarity with CRM and account management tools.
• Ability to collaborate across APAC, the UK, and the US; self-motivation, resilience, determination, and a solutions-focused approach.
• Cybercrime or internet security experience is ideal but not required; genuine interest in learning about threats such as phishing and malware is essential.

Work arrangement

• Hybrid role based in the Melbourne office, with attendance expected on Mondays and Wednesdays.
• Customer meetings may be in person or remote, with periodic travel for visits and industry events.