Client Relationship Manager

3 days ago

Perth, Australia Leidos Airborne Solutions Australia Full time

Company Description

Leidos Airborne Solutions Australia provides aerial surveillance services under contract to the Australian Border Force as the largest civil maritime surveillance operation of its kind in the world, and a search-and rescue capability across nearly 10 percent of the earth's surface under Australian Maritime Safety Authority.

**Job Description**:
The Client Relationship Manager (CRM)
- SAR Services reports to the General Manager Special Mission Australia Asia Pacific (GM SM ASPAC) and indirectly reports to the Business Development Manager (BDM) Airborne Solutions Australia.

The CRM is a customer service-based role and serves as the main point of contact between Airborne Solutions and the nominated clients. As part of the Leidos Airborne management team, the role is also responsible for engaging with the key stakeholders to enhance and grow current contracts, as well as developing new leads for future business.

**Key Responsibilities include**:

- Hold Safety as a core value and contribute to the achievement of a Zero Harm and an incident / injury free environment through active participation in all safety programs relevant to the position;
- Demonstrate and commit to the Leidos Core values;
- Ensure company policies and WHS requirements are met;
- Be the main point of contact between the company and the nominated clients and represent the interests of the nominated clients within the company;
- Seek to solve problems for the client as they arise, and then work proactively to implement system and process improvements with the responsible departments/functions to prevent re-occurrence of issues.
- Visiting the client regularly to meet key personnel, as required, actively promoting Airborne's role and developing relationships.
- Assist the BDM to develop and capitalise on growth and expansion opportunities with the Client and/or other projects;
- Oversight of the day to day running of the contracts to ensure the safe, contractually compliant and efficient operations.
- Co-ordination of any agreed weekly, monthly and quarterly client meetings, compiling required information for the reviews and tracking company actions from the reviews.
- Develop and maintain tools to analyse and produce reports on contract performance, ensure that timely reporting to GM SM ASPAC and BDM of any issues or trends.
- Develop and facilitate information sessions on contractual workings for Airborne staff and proactively manage the relationship across the various interfaces with the client.
- Contribute to the management of the contract and budget for the delivery of compliant and reliable services on time and on budget.
- Report to the GM SM ASPAC on matters that have a commercial impact on the performance of our contracts and other clients.
- To look for continuous improvement across the contracts/operation.
- Take the lead role for the stores delivery system development and growth.
- At the conclusion of the mobilisation phase of the AMSA contract take overall responsibility for the close out of any outstanding deliverables during the in-service phase of the contract.

**In a broader Business Development context, this role should**:

- Develop and maintain a network of contacts and relationships throughout the Airborne Solutions Sector, internal to our customers and across government (as required);
- Develop and maintain an awareness of current and emerging business prospects;
- Participate in the monthly winning business process;
- In conjunction with the GM SM ASPAC identify and progress business opportunities adopting the Cobham LCM process; and
- Manage contract deliverables in conjunction with the Commercial and Contracts Manager.

**Reporting Relationships**
- The position reports directly to the General Manager SM ASPAC.
- The position reports indirectly to the Business Development Manager - Airborne Solutions Australia.
- The position has no staff directly reporting to them.

**Qualifications**:
**Previous Experience and/or Qualifications**:

- Australian Year 12 or equivalent (University degree preferred);
- Degree qualified or equivalent in aviation or business management is strongly desirable
- Aircrew qualification and experience highly desirable.
- Experience in Customer Service Management and team working environments.
- Understanding of contracts and financial documents desirable;
- Experience in managing relationships with clients, preferably within the government sector;
- Excellent skills in communication and negotiation;
- Intermediate level of Microsoft Office suite;
- Knowledge of the Australian Special Mission market and competitive environment;
- Knowledge of the Australian domestic major players and programs within the Special Mission market sector (desirable); and
- Create and present data, trends and variations.

Additional Information
- Out of hours work from time to time to meet the requirements of the role;
- Domestic and international travel as required.

**This role requires the

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