Building Strong Relationships
4 days ago
We are seeking a Relationship Management professional who will be responsible for relationship management across a defined list of key customers and for the acquisition of strategic new customers, as agreed in the annual account management plan, or as new opportunities present themselves.
Key Responsibilities- To have a clear understanding of our value proposition, products/services and be able to present this to customers directly and via participation at sector events.
- Handle inbound leads effectively and customer enquiries, resulting proposals, contract renewals and variations, in line with our Delegations Policy for authorisation.
- To establish strong relationships with key staff in each defined customer (see account management list).
- To develop an account plan and opportunity view for each customer, mapping our products across the customer environment and planning appropriate engagement activities.
- To maximise the satisfaction and the value provided by our services for your customers.
- To 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.
- To foster a positive attitude to customer service and customer relations, always representing our Values when working with internal teams.
- To represent us at community sector related forums and deliver presentations on the work we do, as agreed from time to time.
- Contribute to our product strategy as the voice of the customer.
To succeed in this role you will demonstrate:
- 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.
- Experience 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.
We offer additional benefits such as Salary Packaging, Annual Leave Loading, Hybrid-working, welcoming office and many more.
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