Customer Relationship Development Specialist

1 month ago

Brisbane, Queensland, Australia RELX Trading Australia Pty Limited Company Full time

About the Role

We are seeking a Customer Relationship Development Specialist to join our Large Enterprise team in Australia.

This full-time role will involve delivering exceptional service to key clients, exceeding their expectations and enhancing their experience.

Key responsibilities include acting as the support contact for strategic accounts, managing queries and collating responses as needed.

The ideal candidate will possess excellent communication and interpersonal skills, be able to effectively manage customer escalations and resolve issues, and have a proactive approach to identifying ways of increasing usage and engagement.

In return, we offer a competitive salary of AU$80,000 - AU$110,000 per annum, depending on experience, plus a range of benefits including discounted health plan rate, life assurance, and flexible working arrangements.

We promote a healthy work/life balance across the organisation and offer numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals.

The successful candidate will be based in Australia, preferably in Sydney, Melbourne or Brisbane, with flexibility to work from home and our offices.

Key Responsibilities:

  • Acting as the support contact for strategic accounts, managing queries and collating responses as needed.
  • Provide data-driven insights to the team to help drive strategic engagement activities, identify opportunity and risk with key clients, and provide exceptional client service.
  • Managing customer service escalations, resolving issues, and addressing customer concerns to prevent recurrence.
  • Coordinating with various teams to ensure issue resolution within SLA and proactively identifying service improvements.
  • Supporting Relationship Directors in building proposal documentation and providing overall support for contract renewal and new opportunities.
  • Attending regular operational review meetings with customers and driving service management improvements.
  • FOLLOWING UP ON 'FAIR' CLASSIFIED LEADS FOR ASSIGNED ACCOUNTS, SETTING UP TRIALS, AND MONITORING USAGE.
  • Maintaining regular customer communication and providing product/business updates in collaboration with internal teams.
  • Providing holiday/extended leave and sickness cover for the Strategic Team and resolving urgent emails sent to CRM Group email.

Requirements:

  • Possess excellent communication and interpersonal skills.
  • Be able to effectively manage customer escalations and resolve issues.
  • Possess the ability to collaborate with cross-functional teams.
  • Be capable of supporting Relationship Directors in achieving account objectives.
  • Have a proactive approach to identifying ways of increasing usage and engagement.
  • Be able to understand internal company structure to support global accounts.
  • Possess excellent organizational and project management skills.
  • Be willing to undertake special projects and provide additional support for events as needed.

BENEFITS:

  • Discounted Health plan rate and Optical Assistance
  • Life assurance and income protection
  • Option to buy additional Annual Leave days
  • Employee Assistance Program
  • Flexible working arrangements
  • Benefits for you and your family
  • Access to learning and development resources

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