Account Manager VitalCALL
Sydney
Chubb Fire & Security Pty Ltd
About Us
VitalCALL is Australia’s original provider of 24/7 personal emergency response alarms, helping keep people safe every day. Backed by Chubb and powered by API Group, global leaders in fire safety and security, you’ll join an organisation with over 200 years of experience protecting people, property, and communities worldwide.
At VitalCALL, everything we do is centred around helping people feel safe and supported. In this role, you’ll deliver caring, professional service built on empathy, respect, and genuine human connection. You’ll be joining a global organisation where your work truly matters making a real and measurable
About the Role
Grow relationships | Change lives | Deliver with purpose
At VitaCALL, we believe great account management is about more than maintaining relationships; it’s about creating meaningful partnerships that support people to live safely and independently. We’re looking for an Account Manager who brings commercial focus, emotional intelligence, and genuine care to every interaction.
As our Account Manager, you’ll be responsible for managing and growing a portfolio of existing customers, referral partners, and business accounts across NSW & ACT.
You’ll take a proactive, consultative approach to account management, building trusted relationships, uncovering opportunities, and ensuring customers receive a high standard of service at every stage of their journey.
This role is ideal for someone who can balance commercial performance with strong customer care; someone who knows that long-term success comes from building trust, delivering value, and creating lasting partnerships.
Key Responsibilities
Account Growth and Commercial Performance
• Manage and grow a portfolio of existing accounts across your territory or sector
• Identify opportunities for upselling, cross-selling, renewals, and service expansion
• Deliver against account growth, retention, and activity targets
• Lead account conversations around pricing, proposals, service solutions, and renewals
• Maintain accurate account plans, forecasts, pipeline activity, and CRM records
Relationship Management
• Build strong, long-term relationships with clients, referral partners, and stakeholders
• Become a trusted point of contact by providing proactive, responsive, and solutions-focused support
• Conduct regular account reviews to understand customer needs and identify growth opportunities
• Strengthen partnerships through consistent engagement and high-quality service
• Collaborate with internal teams to ensure a seamless customer experience
Customer Outcomes and Service Excellence
• Support onboarding and implementation for new and existing accounts
• Resolve issues and escalations in a timely, professional, and customer-focused way
• Monitor customer satisfaction, engagement, and retention across your portfolio
• Ensure account activity aligns with internal processes, service standards, and compliance requirements
• Share customer insights and feedback to support continuous improvement
About You
We’re looking for someone who is confident, professional, and highly relationship-focused, with the ability to manage accounts strategically while delivering a great client experience.
To be successful in this role, you will ideally have:
• Experience in account management managing multiple complex accounts
• A strong track record of growing accounts and building long-term client relationships
• Excellent communication across all stakeholder engagement
• Strong commercial awareness and the ability to identify opportunities for growth
• A proactive, organised, and self-motivated approach
• Experience using CRM systems, ideally Salesforce
• A current driver’s licence
Highly Regarded
• Experience in aged care, healthcare, or a related industry
• Knowledge of the PERS industry
Benefits and Perks
• Comprehensive training and ongoing development to support your career progression
• Competitive salary, car and sales incentive plan
• Flexible working arrangements
• Free onsite parking
• A supportive, collaborative team environment
• Access to a company discount portal across thousands of retailers, including insurance, health, and groceries
• Fitness Passport access for you and your family
We believe in diversity and inclusion and welcome applicants from different backgrounds. This includes First Nations people, people with disability, LGBTIQA+ and all cultural and language backgrounds.
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