Client Relationship Manager

4 weeks ago

Sydney, New South Wales, Australia Avetta Full time

Avetta's cloud-based platform connects leading organizations with qualified suppliers, contractors, and vendors, providing unparalleled visibility through innovative technology and human insights. Our solutions drive sustainable growth for businesses and their supply chains, with over 85,000 active users across more than 100 countries.

POSITION OVERVIEW

The Client Relationship Manager is tasked with cultivating long-term partnerships with a designated portfolio of 10-25 Clients, ensuring optimal utilization and satisfaction with our offerings to facilitate ongoing growth. This role involves representing the full spectrum of company products and services to assigned Clients, steering the account planning process, and guaranteeing that Clients' needs and expectations are met. The Client Relationship Manager will oversee Client Renewals and provide valuable feedback regarding each Client's success, acting as a crucial voice for the Client within the Sales Team. Collaboration with Client Implementation, Customer Success, and Product Management Teams is essential. This position serves as the primary contact for our most significant Clients and is focused on achieving sales and retention targets based on metrics related to Renewals, Client Expansion, and Client Satisfaction. Frequent travel is a requirement. For those residing within 30 miles of an Avetta office, this role offers a hybrid work model.

KEY RESPONSIBILITIES:

  • After initial setup, the Client Relationship Manager will take ownership of the account and serve as the main point of contact for all client-related matters.
  • Build and nurture relationships with key stakeholders and executive sponsors within Safety, Procurement, Finance/Risk, and Legal departments at both Client Site and Corporate levels.
  • Work closely with Client Implementation and Customer Success teams to ensure high satisfaction levels with our solutions and services.
  • Develop and document a strategic account plan for each assigned Client.
  • Conduct remote and onsite Client Reviews, identifying opportunities for enhancing satisfaction and managing follow-up engagements. These reviews may occur weekly, monthly, or quarterly based on client requirements, aligned with the strategic account plan.
  • Communicate new features and products to assigned Clients.
  • Demonstrate all products and features to current and potential expansion opportunities.
  • Identify opportunities for growth within assigned Clients and collaborate with other Teams as necessary to achieve expansion goals.
  • Contribute to the continuous improvement of the Account Management Team.
  • Identify and communicate top customer issues, assisting in the development of action plans for resolution.
  • Adhere to all sales processes, ensuring accurate and timely updates to relevant systems.
  • Monitor and manage your Account Management Metrics, Client Satisfaction, Client Call Plans, Client Reviews, Reference Status, and provide comprehensive Sales Forecasts.
  • Achieve assigned sales quotas successfully.

REQUIRED QUALIFICATIONS:

  • Accountable for results and deliverables, with the ability to work independently and proactively.
  • Exceptional negotiation and presentation skills.
  • Strong verbal and written communication abilities.
  • Proficient in Microsoft Office.
  • Excellent time management capabilities.
  • Technically adept with computer skills, familiar with CRM applications.
  • Strong problem analysis and problem-solving skills.
  • Willingness to invest the necessary hours to fulfill job responsibilities.
  • Consultative/Challenger approach to Account Management.
  • Structured and organized methodology.

KEY PERFORMANCE INDICATORS:

  • Conduct quarterly business reviews with each assigned Client.
  • Meet or exceed new billings assigned quota, maintaining a consistent pace throughout the year.
  • Ensure 100% quota attainment on revenue retention.
  • Be prepared to present all current account plans at any time.

EDUCATION AND EXPERIENCE:

  • Bachelor's Degree preferred.
  • 3-5 years of Account Management experience in an enterprise software or complex sales environment, ideally within a SaaS context.
  • Proven track record of managing Renewal and/or Expansion/Upsell quotas successfully.
  • Global experience is highly preferred.

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