Customer Relationship Professional

1 week ago

Melbourne, Victoria, Australia beBeeCustomerRelationship Full time $100,000 - $160,000

This role encompasses customer relationship management across a defined list of key customers and the acquisition of strategic new customers, as agreed in the annual account management plan or as new opportunities present themselves.

Key Responsibilities
  • Develop a clear understanding of our value proposition, products/services, and be able to present this to customers directly and via participation at sector events.
  • Effectively handle inbound leads and customer enquiries, resulting proposals, contract renewals, and variations, in line with our delegations policy for authorisation.
  • Establish strong relationships with key staff in each defined customer.
  • Develop an account plan and opportunity view for each customer, mapping our products across the customer environment and planning appropriate engagement activities.
  • Maximise the satisfaction and value provided by our services for customers.
  • Act as a point of escalation contact for the customer in relation to contractual performance of obligations.
  • Collaborate with our marketing and communications team, identify and capture customer 'stories of impact' that reflect our value proposition.
  • Lead or participate in strategic initiatives as agreed, including developing our 'Voice of the Customer' program.
  • Foster a positive attitude to customer service and customer relations, always representing our values when working with teams.
  • Represent us at community sector-related forums and deliver presentations on our work, as agreed from time to time.
  • Contribute to our product strategy as the voice of the customer.
Requirements
  • A passionate commitment to the development of the not-for-profit sector, including an understanding of technology as a driver in sector capacity development and alignment to our vision, mission, and values.
  • Experience working with technology-based product and service teams, including business development and execution of sales, account management, and customer retention strategies in a rapidly growing, fast-paced, and customer-driven environment.
  • Establishing or leading a Voice of the Customer program is highly desirable.
  • Tertiary qualifications in an appropriate field are highly desirable.
  • Strong stakeholder and account management skills, with a proven ability to work with internal teams to manage customer relationships.
  • Knowledge and experience working with customers and partners across the not-for-profit, government, corporate, and academic sectors.
  • Demonstrated ability to interpret technology and market trends to position our products and services effectively with our customers.
  • Excellent verbal and written communication and influencing/ negotiation skills.

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