Head of Account Management

📌 Core Information

🔹 Job Title: Head of Account Management

🔹 Company: Triskele Labs

🔹 Location: Melbourne, Victoria, Australia

🔹 Job Type: On-site, Full-time

🔹 Category: Cybersecurity, Professional Services

🔹 Date Posted: June 18, 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Leading and growing the national account management function
• Building and implementing scalable AM processes
• Managing and coaching a team of three Account Managers
• Collaborating with sales, delivery, and leadership teams
• Ensuring client satisfaction, retention, and growth

ASSUMPTION: This role requires a balance of strategic thinking and hands-on execution. The ideal candidate will have experience in account management leadership, preferably in professional services or cybersecurity, and be comfortable managing a team while building systems and structure from scratch.

📋 Key Responsibilities

✅ Function Leadership and Strategy: Own the national account management function, build and roll out scalable AM processes, develop the account management strategy, and act as the voice of the customer internally.

✅ Team Management and Development: Manage and coach three Account Managers, set clear KPIs, conduct regular performance reviews and coaching, develop onboarding and training programs, and foster a culture of ownership and client care.

✅ Process Design and Execution: Design and implement all AM workflows, ensure processes are followed consistently using HubSpot and other tools, maintain clear documentation and reporting, and align AM processes with service delivery handovers and customer success functions.

✅ Client Engagement and Retention: Maintain oversight of top-tier accounts, identify risk accounts early, support AMs in mitigation and retention, work closely with Delivery to ensure proactive issue management and strong communication loops, and lead by example in building trusted relationships and demonstrating value to clients.

✅ Collaboration and Growth Enablement: Partner with the Sales Director and wider team to identify cross-sell and upsell opportunities, collaborate with Marketing to ensure AMs have the right messaging and materials for outreach and engagement, provide insight into client feedback, trends, and demand to inform go to market and service development, and champion account growth through insight-led, service-aligned conversations.

ASSUMPTION: The responsibilities listed above are based on the provided job description. However, the role may evolve over time, and additional or different responsibilities may be assigned as needed.

🎯 Required Qualifications

Education: Bachelor's degree in Business, Marketing, or a related field. Relevant industry certifications are a plus.

Experience: Proven experience in account management leadership, ideally in professional services or cybersecurity. A minimum of 5-10 years of experience is required.

Required Skills:

• Proven leadership and management skills
• Excellent communication and coaching skills
• Strong commercial acumen and ability to identify growth opportunities
• Process-driven and detail-oriented with a client-centric mindset
• Skilled at influencing across teams and working collaboratively
• Confident using CRM tools (preferably HubSpot) to enforce process, tracking, and visibility

Preferred Skills:

• Experience in the cybersecurity industry
• Familiarity with Triskele Labs' services and market position
• Bilingual or multilingual skills

ASSUMPTION: While the job description does not explicitly mention preferred qualifications, the ideal candidate will have experience in the cybersecurity industry and be familiar with Triskele Labs' services and market position. Bilingual or multilingual skills would also be an asset in this role.

💰 Compensation & Benefits

Salary Range: Based on industry standards for a Head of Account Management role in Melbourne, the estimated salary range is AU$150,000 - AU$180,000 per annum. This range takes into account the required experience level, the size of the company, and the location.

Benefits:

• Competitive salary and benefits package
• Opportunity to work in a fast-growing cybersecurity company
• Collaborative and supportive work environment
• Professional development opportunities

Working Hours: Full-time position with standard business hours, Monday to Friday. Occasional flexibility may be required to accommodate client needs.

ASSUMPTION: The salary range provided is an estimate based on industry standards and should be verified with the employer. Benefits and working hours may vary and should be confirmed with the hiring manager.

📌 Applicant Insights

🔍 Company Context

Industry: Triskele Labs operates in the cybersecurity industry, focusing on advisory, offensive, defensive, and response services. The company specializes in delivering long-term security outcomes and values relationships over transactions.

Company Size: Triskele Labs has 51-200 employees, which means the company is mid-sized and offers opportunities for growth and career development. Applicants can expect a collaborative and supportive work environment with a focus on teamwork and communication.

Founded: Triskele Labs was founded in 2014, and the company has since grown to become one of Australia's fastest-growing cybersecurity companies.

Company Description:

• Triskele Labs delivers services including traditional projects such as Penetration Testing, Compliance and Risk Management, and new breed services such as 247365 Security Operations and outsourced Cybersecurity Managers.
• The company goes the extra mile to demystify cybersecurity and become a trusted partner by developing customised programs that deliver on specific client needs and meet their budget.
• Triskele Labs believes in delivering robust outcomes and solutions that defend, protect, and manage clients' networks and systems to significantly mitigate their risks.

Company Specialties:

• PCI Compliance
• Governance
• Regulations and Compliancy
• Penetration Testing
• Security Compliance Training
• Code Review
• Developer Training
• Security Architecture
• Security Operations Centre
• Social Engineering
• Cyber Awareness and Training
• Cloud Security Reviews and assessments
• Simulated Phishing
• Risk Management Assessments
• Vulnerability Assessments
• Compliance and Assurance
• Asset Recovery
• Incidence response
• Internal Threat Assessments
• Data Recovery
• Cyber Strategy and Planning
• Incident Response Plans
• 24x7x365 Security Operations Monitoring
• Third Party Risk Assessments
• Internal and external network testing
• Pen Testing
• Managed Services

Company Website: http://triskelelabs.com

ASSUMPTION: The provided company information is based on the LinkedIn company page and the job description. However, applicants should verify the information with the employer before making decisions.

📊 Role Analysis

Career Level: This role is a senior leadership position, reporting directly to the Sales Director. The ideal candidate will have experience in account management leadership and be comfortable managing a team while building systems and structure from scratch.

Reporting Structure: The Head of Account Management will report directly to the Sales Director and will manage a team of three Account Managers. The role will collaborate with various teams, including sales, delivery, and marketing, to ensure client satisfaction, retention, and growth.

Work Arrangement: This is an on-site, full-time position with standard business hours, Monday to Friday. Occasional flexibility may be required to accommodate client needs.

Growth Opportunities:

• As Triskele Labs continues to grow, there may be opportunities for the Head of Account Management to expand their team and take on additional responsibilities.
• The ideal candidate will have the opportunity to shape the national account management function and build a high-performing, consistent, and scalable AM team.
• This role offers the chance to work in a business that values service quality, long-term partnerships, and doing what's right, providing a strong foundation for professional growth and development.

ASSUMPTION: Growth opportunities in this role will depend on the company's continued success and expansion. Applicants should discuss potential career growth with the hiring manager during the interview process.

🌍 Location & Work Environment

Office Type: Triskele Labs has offices in Melbourne and Perth, with the Head of Account Management role based in Melbourne. The company offers a collaborative and supportive work environment with a focus on teamwork and communication.

Office Location(s): 380 Collins St, Level 16, Melbourne, Victoria 3000, AU

Geographic Context:

• Melbourne is the capital and most populous city of the state of Victoria, with a population of approximately 4.9 million people.
• The city is known for its cultural diversity, vibrant arts scene, and high quality of life.
• Melbourne is also a major hub for the cybersecurity industry, with numerous companies and organizations operating in the city.

Work Schedule: Full-time position with standard business hours, Monday to Friday. Occasional flexibility may be required to accommodate client needs.

ASSUMPTION: The work schedule and environment may vary, and applicants should confirm the details with the hiring manager during the interview process.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screening with the HR team
• In-depth interview with the Sales Director and other team members
• Final interview with the CEO or another senior leader
• Background check and reference check
• Job offer and onboarding

Key Assessment Areas:

• Leadership and management skills
• Communication and coaching skills
• Commercial acumen and ability to identify growth opportunities
• Process-driven and detail-oriented mindset
• Client-centric mindset and ability to navigate complex challenges
• Influence and collaboration skills
• Familiarity with HubSpot or other CRM tools

Application Tips:

• Tailor your resume and cover letter to highlight your relevant experience and skills for this role.
• Include a cover letter addressed to Frank Papalia, Sales Director, explaining why you are interested in the role and how your background and skills make you a strong fit.
• If you have a portfolio or examples of your work, include them to demonstrate your qualifications and accomplishments.

ATS Keywords: Account Management, Leadership, Process Design, Client Engagement, Team Management, Communication, Coaching, Commercial Acumen, Problem Solving, Collaboration, CRM Tools, Client-Centric Mindset, Detail-Oriented, Growth Opportunities, Strategic Planning, Performance Management

ASSUMPTION: The application process and key assessment areas are based on industry standards and the provided job description. However, applicants should verify the details with the employer before submitting their application.

🛠️ Tools & Technologies

• HubSpot (CRM)
• Microsoft Office Suite (Word, Excel, PowerPoint)
• Project management tools (e.g., Asana, Trello, Jira)
• Communication and collaboration tools (e.g., Slack, Microsoft Teams)

ASSUMPTION: The tools and technologies listed above are based on industry standards and the provided job description. However, applicants should verify the required tools and technologies with the employer before making decisions.

👔 Cultural Fit Considerations

Company Values:

• Trust: Triskele Labs values trust in its relationships with clients, partners, and employees.
• Delivery excellence: The company strives to deliver high-quality services that meet or exceed client expectations.
• Deep client relationships: Triskele Labs focuses on building long-term partnerships with its clients, understanding their unique needs, and providing tailored solutions.

Work Style:

• Collaborative: Triskele Labs values teamwork and encourages employees to work together to achieve common goals.
• Client-centric: The company prioritizes the needs and satisfaction of its clients, ensuring that its services and solutions meet their specific requirements.
• Structured: Triskele Labs values process and systems, ensuring that its services are delivered consistently and efficiently.

Self-Assessment Questions:

• Do you have experience in account management leadership, preferably in professional services or cybersecurity?
• Are you comfortable managing a team while building systems and structure from scratch?
• Do you possess strong communication and coaching skills, with a client-centric mindset and a process-driven, detail-oriented approach?
• Are you confident using CRM tools (preferably HubSpot) to enforce process, tracking, and visibility?

ASSUMPTION: The cultural fit considerations listed above are based on the provided job description and company information. However, applicants should verify the company values and work style with the employer before making decisions.

⚠️ Potential Challenges

• The Head of Account Management role is a new position, and the ideal candidate will need to build and implement processes and systems from scratch.
• The role requires a balance of strategic thinking and hands-on execution, which may be challenging for some candidates.
• The Head of Account Management will need to collaborate with various teams, including sales, delivery, and marketing, which may present communication and coordination challenges.
• The role may require occasional flexibility to accommodate client needs, which may impact work-life balance.

ASSUMPTION: The potential challenges listed above are based on industry standards and the provided job description. However, applicants should verify the specific challenges with the employer before making decisions.

📈 Similar Roles Comparison

• Compared to other account management roles in the cybersecurity industry, this role offers a unique opportunity to build and shape the national account management function for a fast-growing company.
• The role requires a balance of strategic thinking and hands-on execution, which may be more challenging than other account management roles but also offers greater opportunities for growth and impact.
• As a senior leadership position, this role offers a clear career path and the opportunity to work closely with the Sales Director and other senior leaders.

ASSUMPTION: The role comparison listed above is based on industry standards and the provided job description. However, applicants should verify the specific comparisons with the employer before making decisions.

📝 Sample Projects

• Developing and implementing a comprehensive account management strategy that aligns with broader sales and delivery goals
• Building and rolling out scalable account management processes, including account planning, renewal management, and client health tracking
• Managing and coaching a team of three Account Managers to ensure consistent performance and professional development

• Identifying risk accounts early and supporting AMs in mitigation and retention efforts
• Collaborating with the Sales Director and wider team to identify cross-sell and upsell opportunities

ASSUMPTION: The sample projects listed above are based on the provided job description and industry standards. However, applicants should verify the specific projects with the employer before making decisions.

❓ Key Questions to Ask During Interview

• Can you describe the current state of the account management function, and what specific challenges the team is facing?
• How does the Sales Director envision the national account management function evolving over the next 1-3 years?
• What are the key priorities for the Head of Account Management in the first 30, 60, and 90 days in the role?
• How does Triskele Labs support the professional development and growth of its employees?
• What is the company's approach to work-life balance, and how does that apply to this role?

ASSUMPTION: The key questions listed above are based on industry standards and the provided job description. However, applicants should verify the specific questions with the employer before making decisions.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight your relevant experience and skills for this role.
• Include a cover letter addressed to Frank Papalia, Sales Director, explaining why you are interested in the role and how your background and skills make you a strong fit.
• If you have a portfolio or examples of your work, include them to demonstrate your qualifications and accomplishments.
• Follow up with the hiring manager one week after submitting your application to confirm receipt and inquire about the next steps in the process.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.