Account & Activations Manager

About the role

The Account & Activations Manager owns the full post-sale customer journey for an assigned portfolio of Mobiledock customers — from pre-sales demonstration support, through implementation and go-live, into ongoing account management, support escalation, and renewal. This is a hybrid, hands-on role: the Account & Activations Manager configures and delivers the platform during onboarding, resolves first-line support issues, and assists Sales with product demonstrations, in addition to owning the commercial relationship long-term.

Key responsibilities

• Support Sales on scoping calls and product demonstrations, advising on solution fit and implementation feasibility
• Own end-to-end implementation for new and expanding sites: configuration, setup, data migration, and go-live
• Run onboarding kick-offs and training; monitor early adoption and remediate low engagement
• Act as first point of escalation for portfolio support issues, triaging before routing to platform Support
• Serve as the named point of contact for strategic and commercial conversations across the portfolio
• Build multi-threaded relationships and run regular check-ins and Quarterly Business Reviews (QBRs)
• Own the renewal process, engaging customers at least 90 days before contract expiry
• Monitor customer health and address risk signals proactively to prevent churn
• Identify upsell and cross-sell opportunities, handing qualified opportunities to Sales
• Relay customer feedback and feature requests to Product; represent customer perspective in roadmap discussions

About you

• 2+ years logistics operations experience (with familiarity with dock scheduling or site/compliance processes)
• Excellent communication and presentation skills — written, verbal, and in formal review settings
• Ability to manage competing priorities across implementation, support, and account management workstreams simultaneously
• Must already hold full working rights in Australia (e.g. citizen, permanent resident, or another visa with no work restrictions)
• Demonstrated ability to independently configure and deliver a software platform for a customer (onboarding, training, go-live), not just manage the relationship around it (desirable)
• Comfortable presenting live product demonstrations to prospective customers alongside Sales (desirable)
• Experience working alongside Sales, Professional Services, and Product teams in a growth-stage SaaS environment (desirable)
• Understanding of SaaS metrics including Monthly Recurring Revenue (MRR), NRR, churn, and customer health frameworks (desirable)

About us

Mobiledock's culture is built on four values — CORE. Customer: Run reviews around the customer's goals, not a renewal pitch, and bring real usage feedback back to Product. Outcomes: Track adoption and engagement per account, not just contract value — use the data to flag at-risk accounts early. Respect: Acknowledge frustration before problem-solving; loop in the right teammate rather than guessing an answer. Energy: Genuine enthusiasm for continuously improving the relationships with customers and the Mobiledock solution.