APAC Account Manager

<div class="content-intro"><p></p> <p><strong>About Netcraft</strong></p> <p>Netcraft is the global leader in cybercrime detection and disruption. We’re a trusted partner for three of the four largest companies in the world and many large governments. We've blocked almost 200 million cyber-attacks to date, and we take down around 33% of the world's phishing attacks.</p> <p>Our purpose and passion are focused on just one thing: protecting the world from cybercrime.</p> <p>That passion shapes how we work, too. We’re proud of our talented team and the value each person brings, and we’ve built a workplace where people feel supported and inspired. From strong benefits and wellness programs to meaningful collaboration and team connection.&nbsp;</p> <p></p></div><p><strong>The&nbsp;role</strong>&nbsp;</p> <p>Reporting to the Director of Account Management, you will build and maintain strong, long-lasting relationships with Netcraft’s customers across the APAC region - maximising the value derived from our services, driving renewals and expansion, and becoming a trusted partner to stakeholders at every level. As Netcraft’s APAC presence grows, so will this role. This role is based out of our Melbourne office on a hybrid basis, with the expectation of being in the office on Mondays and Wednesdays each week.</p> <p><strong>Day to Day, You Will:</strong></p> <ul> <li>Manage a book of customers across APAC spanning multiple industries including technology, financial services, and retail — adapting your approach to the size, complexity, and strategic value of each account</li> <li>Utilise automation and high-efficiency processes to manage your book effectively, while delivering high-touch, tailored engagement for key accounts and senior stakeholders</li> <li>Serve as the long-term customer relationship manager — renewing and expanding cybersecurity services throughout the life of each partnership</li> <li>Meet regularly with customers both in person and remotely, flexing your communication style to suit the audience</li> <li>Travel periodically for customer visits and industry events&nbsp;</li> <li>Build and manage relationships across the full stakeholder spectrum, from operational team members through to senior executives</li> <li>Understand customer requirements, objectives, and opportunities, and become the customer’s voice internally to prioritise and drive service improvements</li> <li>Identify and facilitate opportunities for customers to expand services, based on a solid understanding of their business and the cybercrime threat landscape</li> <li>Develop customer knowledge of Netcraft’s services, present service performance results, and respond to customer questions</li> <li>Provide customers with Netcraft’s insights into the cybercrime threat landscape as it applies to their specific business and industry</li> <li>Own the customer renewal and upsell process internally to ensure alignment within Netcraft’s systems</li> </ul> <p><strong>You Will Need:</strong></p> <ul> <li>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</li> <li>Strong renewal rate achievement of 92% and above across your personal book of business</li> <li>The ability to flex your approach — comfortable managing accounts efficiently at scale while delivering personalised, strategic engagement where it matters most</li> <li>Strong communication skills across written, analytical, and presentation formats, with the ability to engage and influence stakeholders at all levels</li> <li>Mandarin proficiency is essential, as a portion of customer interactions will be conducted in Mandarin to support Mandarin-speaking markets within the APAC territory</li> <li>Experience managing complex customer requests: identifying and understanding requirements, communicating them internally, and managing customer expectations throughout</li> <li>Familiarity with CRM and account management tools to support efficient management of a large book of business</li> <li>Self-motivation, determination, resilience, and a positive, solutions-focused approach</li> <li>Strong ability to collaborate cross-functionally and cross-geographically, working effectively with teams across APAC, the UK, and the US</li> <li>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</li> </ul> <p>&nbsp;</p> <p><strong>The Rewards Package:</strong></p> <ul> <li>20 days Annual Leave, and 15 days Personal Leave per annum</li> <li>Enhanced Parental Leave pay</li> <li>Employer contributions to private health insurance&nbsp;</li> <li>Life assurance at 4 x salary&nbsp;</li> <li>Equity Tracking Units allowing you to share in Netcraft's long term success (eligibility criteria apply)</li> <li>Hybrid and flexible working options</li> <li>Meals, snacks, and drinks provided in the office</li> <li>Comprehensive health, safety, and wellness service available 24/7 for you and your family&nbsp;</li> <li>Two paid Learning &amp; Development days per year plus open access to varied learning resources to support your career</li> <li>Two paid Volunteering Days per year, to allow you to contribute to the wider community</li> <li>Spot reward bonus scheme to recognise truly outstanding contributions&nbsp;</li> <li>12% employer superannuation contribution</li> <li>Employee Referral Bonus scheme</li> </ul><div class="content-conclusion"><p></p> <p><strong>Diversity, Equity &amp; Inclusion&nbsp;</strong></p> <p>This is deeply important to us. Through our ally network, we support under-represented groups and&nbsp;maintain&nbsp;a working environment free from bias, harassment, or discrimination. We encourage candidates from all backgrounds to apply.&nbsp;</p> <p>We’re also happy to make adjustments to the hiring process to ensure every candidate can participate fully.&nbsp;</p> <p><strong>Please note:</strong> Netcraft does not accept unsolicited approaches from external recruiters.&nbsp;</p> <p></p></div>