Account Manager

About the role

The Account Manager is responsible for managing and growing Cogent's offerings into the customer base. The role ensures customer satisfaction, drives retention, and identifies opportunities for growth through upselling and cross-selling. The position requires a proactive, relationship-driven individual who can deliver consistent customer engagement and collaborate effectively across internal teams to enhance the customer experience.

Looking for 2 candidates - one based in Auckland and other in Wellington

Key responsibilities

• Develop and maintain strong, trust-based relationships with customers to promote loyalty and long-term engagement
• Deliver customer updates to share product developments and supplier partner offerings
• Identify and pursue upsell and cross-sell opportunities across Cogent's full suite of products and services
• Monitor and report on customer retention rate
• Track growth in monthly recurring revenue (MRR)
• Measure customer satisfaction and feedback metrics
• Identify and convert upsell and cross-sell opportunities

About you

• Strong relationship-building and communication skills
• Customer-centric mindset with a proactive approach
• Ability to manage multiple customer accounts effectively
• Commercial awareness and ability to identify growth opportunities
• Experience in managed services, technology, or telecommunications (desirable)
• Familiarity with MSP agreements or service delivery environments (desirable)