Vivian Osorio

Outsourced Account Management
for Perth manufacturers and distributors

Your key customers need more attention than you have time to give.

Your existing customers could be your biggest growth opportunity.As your outsourced account manager, I keep in regular contact with your key customers, follow up quotes and reorders, and reconnect with accounts that have gone quiet.Experienced, hands-on support without the cost of a full-time hire.

Sound familiar?

You're still the main contact for most of your customers: Your time gets pulled away from running the business, and you become a bottleneck for important decisions.
Quotes go out and nobody follows them up: Potential sales slip away to competitors who follow through.
A good customer quietly starts ordering less, and you notice months later: Lost revenue adds up before you even realise there's a problem.
Existing customers could be buying more, but no one is looking for those opportunities: You're leaving potential revenue on the table.
Your salesperson left, and some of the relationships went with them: Customer knowledge is lost, and valuable accounts are left unattended.
You need an account manager, but a full-time salary doesn't add up yet: You're stuck doing the work yourself or paying for more capacity than you need.

How it works

1. We choose your priority accounts. Together we go through your customer list and pick the accounts that matter most or need the most attention. The number depends on the package you choose: up to 5 or up to 10.2. I get to know your business. Your products, pricing, lead times and who does what. I work as an extension of your team, following your processes and representing your business professionally.3. I look after those accounts. I:

Stay in regular contact with each priority account, by phone, email or in person around Perth.
Follow up quotes, samples and upcoming orders.
Track reorder patterns and flag customers who are slowing down.
Spot products your customers could be buying from you but aren't yet.
Meet with you in person once a month to review a one-page report: what happened, what's at risk and what's next. I'm also available by phone and email throughout the month for ongoing communication and updates as needed.

Account Management Packages & Pricing

Essentials

$2,400 per monthUp to 20 hours a month
Up to 5 priority accounts
Monthly in-person review and one-page reportBest for owners who want their most important customers properly looked after.

Growth

$4,400 per monthUp to 40 hours a month
Up to 10 priority accounts
Monthly in-person review and one-page reportBest for businesses with a larger customer base, or that have lost a salesperson and need cover.

Minimum 3-month engagement. Travel within the Perth metropolitan area included. Travel outside this area can be arranged as needed, with additional expenses agreed upon in advance.Hours cover account management activities, customer communication, meetings, travel and reporting.

Why work with me

Experienced B2B Account Management in Perth

I'm Vivian Osorio, a Perth-based business professional who understands what it takes to manage customers, operations and business growth.

17+ years in manufacturing and business management, including leading a family-owned manufacturing business.
Account management experience in Australia, managing B2B customer relationships and identifying growth opportunities.
MBA from Edith Cowan University, combining commercial strategy with hands-on business experience.
A business owner's perspective, understanding the challenges of balancing customer needs, daily operations and growth.
I understand how important it is to give your customers the attention they deserve, and how easily that can take a back seat when you're busy running a business.

Frequently Asked Questions

Is this right for my business?

If you're a Perth manufacturer, distributor or B2B supplier with an established customer base that needs more attention than you or your team can provide, this service could be a good fit.

How do you protect our customer information?

Before we begin, we'll sign a Non-Disclosure Agreement (NDA) to protect your confidential business and customer information. All information will be used exclusively for the agreed services, with access and data handling arrangements clearly established.

Will my customers know you're an external contractor?

That's entirely up to you. I can be introduced as part of your team or as an external account management partner, depending on your preference. All customer email communication will be handled through an email account provided by your business, ensuring correspondence remains within your company's systems.

How do we decide which accounts you'll manage?

We'll review your customer base together and select the accounts that need the most attention or offer the greatest potential. You retain control over which customers are included, within the limits of your chosen package.

Do you work remotely or visit customers in person?

Both. Most account management activities can be handled by phone and email, but I can also visit customers across the Perth metropolitan area when agreed and appropriate. Meetings and travel time count towards your monthly hours.

Will you need access to our systems?

Yes. I'll need a company-provided email account and access to relevant customer information, including contact details, purchasing history, quotes and product information. We'll agree on appropriate system access and permissions before starting.

Can you manage customer complaints or delivery issues?

I can be the customer's point of contact, communicate with your internal team and follow up to ensure issues receive attention. Production, logistics, technical decisions and order fulfilment remain the responsibility of your business.

How will I know what you're doing?

We'll meet in person once a month to review a concise, one-page report covering account activity, sales opportunities, potential risks and follow-ups. We'll discuss the results and agree on priorities for the month ahead.

What if my business needs more or fewer hours?

We can review your requirements and discuss moving between packages, subject to availability. Any additional work beyond the agreed monthly allocation would need to be approved separately.

Is there a minimum commitment?

Yes. The initial engagement is three months, allowing time to understand your business, build customer relationships and establish a consistent follow-up process. After that, the service continues on a month-to-month basis.

Who owns the customer relationships?

You do. All customer relationships, account information and correspondence remain with your business. If our engagement ends, I'll provide an organised handover of account activity, outstanding follow-ups and relevant information to ensure continuity.

Do you find new customers?

My focus is on managing and growing relationships with your existing customers, rather than cold prospecting or lead generation. If you're also looking for new business development support, we can discuss your needs.

Ready to Give Your Customers More Attention?

Let's discuss your priority accounts, the opportunities you might be missing and how dedicated account management can help.

Book a Free 20-Minute Call

Let's Get in Touch

Have questions or wondering if this service is right for your business?Tell me a bit about your company, the challenges you're facing and what you're looking to achieve. I'll get back to you to discuss how I might be able to help.I look forward to hearing from you.

Ready to Give Your Customers More Attention?

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