Strategic Account Manager

Position Title: Strategic Account Manager (NSW)

Reports to: Head of Major Accounts

Direct Reports: NIL

Location: Sydney

We are committed to building a diverse and inclusive workplace where everyone feels valued, supported, and empowered to succeed. We strongly encourage applications from Aboriginal and Torres Strait Islander People, women and underrepresented groups, including those who may not meet every listed requirement but believe they can bring valuable skills and perspectives to the role. If this role excites you and your experience aligns with most of the criteria, we encourage you to apply.

Role Purpose:

The Strategic Account Manager (NSW) is responsible for the retention, growth and long‑term success of assigned strategic accounts, acting as Baidam’s primary trusted advisor while ensuring delivery alignment and commercial performance.

This role is ideal for a relationship focused professional who thrives on building meaningful partnerships, influencing outcomes, and creating long-term value for clients and internal teams alike. We welcome candidates who bring collaborative engagement, commercial insight, emotional intelligence, and a proactive approach to client success.

“Glass Balls”:

When juggling all aspects of your role, “glass balls” need to be kept in the air and cannot be dropped. These are the absolute priorities that define success in your role:

• Take primary responsibility for building, nurturing, and maintaining strong, long-term relationships with key decision-makers and stakeholders within assigned accounts.
• Ensure consistent, open communication and proactively addressing client needs and concerns to foster loyalty and confidence in Baidam’s solutions and service delivery.
• Drive strategies to retain existing clients by delivering consistently high levels of service and value, while also identifying growth opportunities within these accounts.
• Expanding Baidam’s footprint by deepening engagement and increasing the overall value of each account.
• Ensure that all solutions, services, and project deliverables are closely aligned with each client’s unique goals, KPIs, and expectations.
• Take accountability for the overall relationship and commercial success of each assigned account, including meeting or exceeding revenue targets, maintaining profitability, and managing commercial risks.

The “Rubber Balls” - BAU

Business as usual responsibilities mean routine, ongoing tasks and duties that are essential to keeping your core functions and daily operations running smoothly and efficiently. These include the following:

Account Management & Client Experience

Minimum Expectations

• Schedule regular check-in meetings with senior client stakeholders, either face-to-face or virtually, to discuss progress, gather feedback, and address any concerns.
• Proactively send updates via email, share relevant industry news, and keep clients informed about upcoming milestones or changes.
• Make yourself available for ad hoc queries and ensure prompt responses to urgent requests.
• Draft and update client success plans by identifying key goals and mapping out action steps.
• Track progress against objectives, circulate key statistics and follow up on action items to keep everyone accountable.
• Hold regular stand-ups or planning sessions with internal teams to align priorities, clarify client requirements, and delegate tasks.
• Share client feedback and escalate urgent needs to relevant team members.
• Coordinate appropriate leadership and executive peering

Performance Metrics

• Account retention
• Account expansion
• Client satisfaction
• Reduction in reactive escalations

Commercial Outcomes

Minimum Expectations

• Actively seek out and analyse client needs or market trends to spot opportunities for additional services or solutions that deliver value.
• Regularly review account performance, chat with clients about their challenges, and propose tailored improvements or upselling.
• Stay on top of contract timelines by monitoring renewal dates, tracking any changes in scope or requirements, and ensuring all paperwork is accurate and submitted on time.
• Update financial forecasts regularly based on current project data, client feedback, and market signals.
• Document assumptions, double-check figures for accuracy, and keep detailed records so forecasts can be easily defended if questioned.
• Share updates with relevant stakeholders and adjust projections as new information comes in.

Performance Metrics

• Revenue growth within accounts
• Margin performance

Leadership & Capability

Minimum Expectations

• Run regular client check-ins (calls/meetings), confirm next steps, and document actions/owners.
• Maintain a personal development plan; schedule learning time, seek feedback, and apply improvements in your client and internal interactions.

Performance Metrics

• Internal stakeholder feedback

Risk & Governance

Minimum Expectations

• Maintain and review account risks.
• Escalate early using the agreed pathway (internal then client as needed);
• Propose options/impacts, confirm what support you need, and track the escalation through to closure.

Performance Metrics

• Reduction in unexpected client escalations
• Client confidence in account communications

Strategic Planning & Continuous Improvement

Minimum Expectations

• Update goals/KPIs, milestones, risks and actions.
• Run a regular account health rhythm to review delivery status, satisfaction signals, commercials/renewals, and pipeline; log decisions and follow-ups.
• Turn feedback and data into improvements and track outcomes through to implementation (then close the loop with the client).

Performance Metrics

• Account growth aligned to strategy
• Improvement in client advocacy
• No. of new initiatives proposed

Expected Behaviours and Competencies

• Demonstrates genuine commitment to understanding client needs, proactively seeking feedback, and tailoring solutions to deliver tangible value.
• Takes initiative to identify risks, dependencies, and improvement opportunities.
• Acts promptly and responsibly to resolve issues, follows through on commitments, and accepts ownership for outcomes.
• Understands the financial and strategic drivers impacting the account and adapts approach.
• Tailors communication style to suit audience and context, ensuring information is accessible and actionable.
• Engages confidently with all levels of stakeholders and maintains effective professional relationships across teams.
• Builds trust through consistency and maintains integrity by being consistent in actions, decisions, and communications, creating an environment of psychological safety and respect.
• Demonstrates curiosity and openness to feedback, driving innovation and efficiency without introducing unnecessary complexity.
• Role models professional standards and CHOICE values in all interactions, acting as an ambassador both internally and externally.