Client Relationship Manager

Location: Australia
Reference: 3080904
Sacha Martini
Email: email Sacha
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To manage and service a portfolio of new and existing clients within the Client Services department.  The role is responsible for establishing, maintaining and developing the relationship for all clients in your portfolio. The role will entail the provision of ongoing service throughout the client’s subscription to ensure we deliver an established ROI and value, to optimise the likelihood the client will renew. It also involves the identification of opportunities to up-sell and cross-sell additional products and services. There is both an account management and sales component to this role.
  • Proactively manage existing clients to maintain and build relationships within a portfolio to meet each account’s target renewal rate
  • Maintain professional relationships with Decision Makers, Administrators, Key Contacts and Licence Users
  • Research, identify and maintain a pipeline of growth opportunities that include upgrades and win backs of previously cancelled clients
  • Use a consultative sales approach with clients; conduct a needs analysis and align with the client’s market research products accordingly
  • Utilise Gainsight to successfully manage your clients with Account Plans and Quarterly Health Checks as a minimum
  • Implement sales processes and account management techniques as best practice Proactively promote awareness and training for your clients to ensure they receive value from their license
  • Identify and approach new contacts within your portfolio to facilitate and foster greater uptake of their licence
  • Respond and document in Salesforce incoming queries, issues and the day to day needs of your clients as they arise
  • Attend department training sessions and other professional development activities
  • Assist in product development initiatives, workshops and gathering client feedback
  • Any other duties as requested
Targets / Expectations
  • Maintain positive relationships with all clients and uphold cultural values
  • Meet all agreed targets, renewal rates, and administration expectations in Salesforce and Gainsight
  • Actively participate in all Client Services training, meetings and activities
Key Competencies
  • Previous customer service, account management or sales experience required
  • Tertiary qualifications highly desirable
  • Excellent phone, email and in-person communication skills
  • Ability to give product presentations across all levels of an organization up to C-Level
  • Ability to engage with clients across a variety of industries and background
  • Understanding of a sales process
  • Demonstrated ability to meet targets
  • Working knowledge of Microsoft Office, particularly Outlook, Excel, PowerPoint and Word
  • Excellent organisational skills and the ability to prioritise work duties to meet deadlines
  • Ability to collaborate and work well with others, but also self-motivating and autonomous
  • Current knowledge of economic and industry trends and business issues
  • Great career progression and opportunities for the right candidate