The role

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.

***Fluency in English and Mandarin required.***

Day to Day, You Will:

• 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
• Utilise 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, flexing 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 prioritise 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

You Will Need:

• 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 personalised, 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