Client Success Partner

3 days ago

Melbourne, Victoria, Australia RELX Trading Australia Pty Limited Company Full time
About the Role

We are seeking an experienced Client Success Partner to join our Large Enterprise team in Australia. As a key member of our team, you will play a vital role in delivering exceptional service to our strategic clients, exceeding their expectations and enhancing their experience.

This is a full-time role reporting to the Head of Sales, working collaboratively with various teams to drive revenue and usage growth. Ideally based in Sydney, Melbourne, or Brisbane, with flexibility to work from home and our offices.

Key Responsibilities
  • Act as the primary support contact for strategic accounts, managing queries and responding promptly to ensure client satisfaction.
  • Provide data-driven insights to the team to inform strategic engagement activities, identify opportunities and risks with key clients, and deliver exceptional client service.
  • Manage customer service escalations, resolving issues efficiently and addressing client concerns to prevent recurrence.
  • Coordinate with internal teams to ensure timely issue resolution within Service Level Agreements (SLAs) and proactively identify service improvements.
  • Support Relationship Directors in developing proposal documentation and providing overall support for contract renewal and new business opportunities.
  • Attend regular operational review meetings with clients and drive service management improvements.
  • Follow up on leads for assigned accounts, setting up trials, and monitoring usage.
  • Maintain regular client communication, providing product/business updates in collaboration with internal teams.
Requirements
  • Possess excellent communication and interpersonal skills to build strong relationships with clients and colleagues.
  • Be able to effectively manage customer escalations and resolve issues in a timely manner.
  • Collaborate with cross-functional teams to achieve shared goals and objectives.
  • Support Relationship Directors in achieving account objectives and driving business growth.
  • Have a proactive approach to identifying ways to increase usage and engagement.
  • Understand the company's internal structure to provide effective support for global accounts.
  • Possess excellent organizational and project management skills to prioritize tasks and meet deadlines.
  • Be willing to undertake special projects and provide additional support as needed.
Working with Us

We value a healthy work-life balance and offer a range of benefits to support your well-being and happiness. Some of these include:

  • A competitive salary range of AU$80,000 - AU$110,000 per annum, depending on experience.
  • 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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