Client Relationship Manager

3 weeks ago

Melbourne, Australia Polaron Language Services Pty Ltd Full time

Polaron is an award-winning privately-owned provider of translation, interpreting and EU citizenship services. Our operations cover two closely aligned departments - European Services and Language Services. With its head office in Melbourne, Polaron has offices in Australia, US, UK and Europe.

Based in Melbourne, Australia, this is an exciting opportunity for the right person to help grow our language service department. This is a client facing position that requires a friendly and flexible attitude, coupled with strong organisational skills.

**Client Relations and Customer Service**
- Building on existing relationships and generating upselling opportunities clients, including attending industry events, follow up customer satisfaction and modifying and improving services provided to attract further business.
- Actively participate in or originate and coordinate networking initiatives resulting in brand awareness and positive commercial outcomes.
- Reviewing product and service provided and suggesting improvements to increase customer satisfaction and business development opportunities.
- Liaising with business units to identify and respond to customer expectations
- Develop proposals and presentations to create and nurture business opportunities and partnerships.
- Identify trends and respond to customer needs, building a short/medium/long-term pipeline in accordance with targets.
- Develop and maintain comprehensive knowledge of the translation and interpreting industry trends and products to identify and develop a personalised customer experience and assist a pipeline of customers aligned with strategic and operational priorities.
- Providing feedback and input into customer satisfaction and after sales services to assist marketing strategies and materials that would allow for increased brand awareness and amplified enquiries activity.

**Financial**
- Meet budgeted targets (monthly/quarterly) with adequate levels of self-drive and tenacity.
- Consistently build ongoing and developing sales opportunity pipeline.
- Help determine pricing schedules for quotes, promotions and negotiations.
- Ensure product and services profitability guidelines and structures are strictly adhered to
- Develop and prepare reports.

**Clients**
- Work with clients on assessing their requirements.
- Negotiate contracts with prospective clients.
- Cultivate relationships. Maintain the integrity of the CRM data.
- Promote client engagement. Seek client’s support and referrals.
- Assessment of client budgetary and language needs and development of long-term agreements and packaged products arrangements.

**Qualifications and Experience**
- Bachelor or Post-Graduate Degree in Sales, Business or similar
- Minimum of 2 years’ experience in Customer Service and/or Business Development role within a client services environment.
- Understanding of the sales process and dynamics.
- A commitment to excellent customer service.
- Excellent written and verbal communication skills.
- Superb interpersonal skills, including the ability to quickly build rapport with clients.
- Ability to work comfortably in a fast-paced environment.
- Self-driven and highly autonomous nature.

**We offer**:

- Competitive salary package.
- Bonus and Commission scheme.
- Full-time contract with a possibility of some remote work or other flexible arrangements.
- Work in an international company with an established position on the market.
- Opportunity for advancement within the company.
- Friendly and professional atmosphere.
- Professional development opportunities including language learning.

**Salary**: $60,000.00 - $70,000.00 per year

**Benefits**:

- Employee mentoring program
- Professional development assistance
- Work from home

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Commission
- Performance bonus
- Quarterly bonus

**Education**:

- Bachelor Degree (preferred)

**Experience**:

- Sales: 2 years (preferred)
- Customer service: 2 years (preferred)

Work Authorisation:

- Australia (required)

Willingness to travel:

- 50% (preferred)

Application Deadline: 20/03/2023

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