Customer Success Manager

2 months ago

Perth, Australia NRI Australia Full time

As a Customer Success Manager focused on renewals at NRI Australia, you will play a key role in managing and renewing our consulting engagements with existing clients. You will work closely with clients to understand their evolving needs, ensuring they continue to derive maximum value from our services. Your goal will be to drive contract renewals, enhance customer satisfaction, and identify opportunities for additional growth.

This role requires a proactive, client-centric professional who can navigate complex client relationships, collaborate effectively with internal teams, and contribute to the overall growth strategy of NRI Australia.

**Key Responsibilities**:

- **Renewal Management**: Own and manage the renewal process for existing consulting engagements, including preparing proposals, negotiating terms, and securing contract renewals.
- **Client Engagement**: Develop and maintain strong relationships with key client stakeholders, acting as their trusted advisor to ensure their goals and objectives are being met.
- **Strategic Account Planning**: Conduct regular account reviews to assess client satisfaction, identify challenges or areas for improvement, and develop strategies to secure renewals.
- **Value Demonstration**: Effectively communicate the value and impact of NRI Australia's consulting services to clients, using data-driven insights and success metrics to support renewal discussions.
- **Risk Mitigation**: Identify potential risks to client retention, such as service dissatisfaction or changing business needs, and develop proactive strategies to address them.
- **Cross-functional Collaboration**: Work closely with consulting, delivery, and sales teams to ensure alignment on client needs, service delivery, and renewal strategies.
- **Upsell and Cross-Sell Opportunities**: Identify opportunities to expand the scope of existing engagements, including upsell and cross-sell opportunities, and collaborate with sales teams to drive additional revenue.
- **Client Feedback**: Act as a customer advocate by capturing and conveying client feedback to internal teams, driving continuous improvement in service offerings.
- **Reporting and Analytics**: Maintain accurate records of renewal activities, client interactions, and engagement health in CRM systems. Provide regular reports on renewal performance and forecasts to management.

**Qualifications**:

- Bachelor’s degree in Business, Marketing, Management, or a related field.
- 3+ years of experience in customer success, account management, or client-facing roles, preferably within a consulting or professional services firm.
- Demonstrated experience managing and negotiating contract renewals.
- Strong understanding of consulting services and the ability to articulate the value proposition to clients.
- Excellent communication, negotiation, and interpersonal skills.
- Proven track record of meeting or exceeding targets related to client retention, renewal rates, or account growth.
- Strong problem-solving skills with a proactive and results-oriented approach.
- Experience working with customer relationship management (CRM) tools.
- Ability to work independently and as part of a collaborative team in a fast-paced environment.
- Familiarity with the Australian consulting market and client landscape is a plus.

To be successful in this role you will be an enthusiastic professional with the ability to engage and work closely with our clients and gain their trust and they see you as the NRI expert. You will have excellent communication, presentation and organisational skills and you will have a friendly enthusiastic and ambitious personality to fit in to our team.

**WHAT’S IN IT FOR YOU?**

In exchange for your exceptional technical skills, customer-focused performance & out of the box thinking you’ll be rewarded with a career-changing experience only consulting can provide.
- Competitive salary and performance-based incentives.
- Opportunities for professional development and career advancement.
- Flexible work arrangements, including remote work options.
- Paid time off, holidays, and additional leave benefits.
- Vibrant and inclusive workplace culture.
- Paid certifications
- Committed health & well-being plan
- Corporate partnerships

**DIVERSITY & INCLUSION**

We value our collaborative culture and work together to support a variety of community organisations and social issues.

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