APAC Account Manager

About the Position

We are seeking a dedicated APAC Account Manager to join our team in Melbourne, Victoria, Australia. Reporting to the Director of Account Management, you will play a pivotal role in building and maintaining strong, long-lasting relationships with Netcraft’s customers across the APAC region.

Responsibilities

• Manage a diverse book of customers across APAC, spanning multiple industries including technology, financial services, and retail.
• Utilize automation and high-efficiency processes to manage your book effectively, while delivering high-touch, tailored engagement for key accounts and senior stakeholders.
• Serve as the long-term customer relationship manager, renewing and expanding cybersecurity services throughout the life of each partnership.
• Meet regularly with customers both in person and remotely, adapting your communication style to suit the audience.
• Travel periodically for customer visits and industry events.
• Build and manage relationships across the full stakeholder spectrum, from operational team members through to senior executives.
• Understand customer requirements, objectives, and opportunities, and become the customer’s voice internally to prioritize and drive service improvements.
• Identify and facilitate opportunities for customers to expand services, based on a solid understanding of their business and the cybercrime threat landscape.
• Develop customer knowledge of Netcraft’s services, present service performance results, and respond to customer questions.
• Provide customers with Netcraft’s insights into the cybercrime threat landscape as it applies to their specific business and industry.
• Own the customer renewal and upsell process internally to ensure alignment within Netcraft’s systems.

Requirements

• 3–4 years of Account Management experience managing a varied book of business, with a track record of strong renewal and expansion outcomes and consistently meeting or exceeding upsell targets.
• Strong renewal rate achievement of 92% and above across your personal book of business.
• The ability to flex your approach - comfortable managing accounts efficiently at scale while delivering personalized, strategic engagement where it matters most.
• Strong communication skills across written, analytical, and presentation formats, with the ability to engage and influence stakeholders at all levels.
• Mandarin proficiency is essential, as a portion of customer interactions will be conducted in Mandarin to support Mandarin-speaking markets within the APAC territory.
• Experience managing complex customer requests: identifying and understanding requirements, communicating them internally, and managing customer expectations throughout.
• Familiarity with CRM and account management tools to support efficient management of a large book of business.
• Self-motivation, determination, resilience, and a positive, solutions-focused approach.
• Strong ability to collaborate cross-functionally and cross-geographically, working effectively with teams across APAC, the UK, and the US.
• A background in cybercrime or internet security is ideal but not required. A genuine interest in developing knowledge in the cybercrime space, including threats such as phishing and malware, is essential.

We Offer

• 20 days Annual Leave, and 15 days Personal Leave per annum
• Enhanced Parental Leave pay
• Employer contributions to private health insurance
• Life assurance at 4 x salary
• Equity Tracking Units allowing you to share in Netcraft's long term success (eligibility criteria apply)
• Hybrid and flexible working options
• Meals, snacks, and drinks provided in the office
• Comprehensive health, safety, and wellness service available 24/7 for you and your family
• Two paid Learning & Development days per year plus open access to varied learning resources to support your career
• Two paid Volunteering Days per year, to allow you to contribute to the wider community
• Spot reward bonus scheme to recognise truly outstanding contributions
• 12% employer superannuation contribution
• Employee Referral Bonus scheme

About the Company

Diversity, Equity & Inclusion

This is deeply important to us. Through our ally network, we support under-represented groups and maintain a working environment free from bias, harassment, or discrimination. We encourage candidates from all backgrounds to apply.

We’re also happy to make adjustments to the hiring process to ensure every candidate can participate fully.

Please note: Netcraft does not accept unsolicited approaches from external recruiters.