Account Manager - New Zealand

About the Role

Termina, a platform enabling global brands to manage energy accounts and assets efficiently, is seeking an Account Manager based in Auckland or Melbourne. This role involves being the primary contact and manager for our New Zealand client portfolio, focusing on multi-site clients. The position requires full responsibility for client relationships, tackling complex operational challenges, and fostering growth and retention within the New Zealand market, necessitating a hands-on local presence.

Key Responsibilities

• Lead client retention and expansion by conducting thorough business reviews, identifying opportunities for upselling and cross-selling services, and encouraging growth at client sites.
• Manage client interactions, including leading calls, liaising with retailers, and coordinating with partners across New Zealand to maintain proactive engagement.
• Take full ownership of resolving intricate operational issues—such as meter installations, billing disputes, credit issues, business transfers, move-ins, and escalations—that pose a risk to client retention.
• Maintain ongoing reports to monitor the health of accounts, tracking churn indicators, support trends, contract timelines, and operational concerns.
• Innovate and enhance processes by detecting repetitive, inefficient, or ineffective practices in managing New Zealand accounts and applying AI tools and process design to scale operations.

Candidate Profile

• Excellent communicator who can convey information clearly and calmly, both in writing and verbally, including delivering difficult messages while preserving relationships.
• Proactive problem solver who acts promptly upon identifying issues, balancing speed with accuracy, and seeking support when necessary without hesitation.
• Self-driven professional capable of managing a portfolio of 50+ accounts independently, setting appropriate workflows, understanding quality standards, and owning results.
• Reliable advisor trusted by clients for preparedness, transparency, and consistency, building strong relationships through usefulness.
• Detail-focused troubleshooter who investigates beyond surface information, analyzes data thoroughly, and perseveres until problems are resolved.
• Innovative thinker with a builder mentality who recognizes process deficiencies as growth opportunities and leverages AI tools to enhance productivity.

Experience & Qualifications

• Minimum of 5 years’ experience in Account Management, Customer Success, or similar client-facing commercial roles.
• Proven ability to fully manage an account book with ownership end-to-end.
• Preferably, experience within New Zealand's energy sector; alternatively, a track record of quickly mastering complex industries.
• Demonstrated capability in resolving complex operational and growth-related challenges involving multiple stakeholders.
• Strong written and verbal communication skills.
• Familiarity with modern software tools such as Zendesk, Close or equivalent CRMs, Customer.io, Figma, and AI tools like Claude.
• Comfortable working in startup or fast-paced environments, thriving amidst minimal processes with a strong action orientation.