Client Relationship Consultant

**A BIT ABOUT US**

Class is a subsidiary of HUB24 Limited (ASX:HUB), a leading provider of integrated platforms, technology and data solutions for financial advisers, accountants, private banks, licensees, stockbrokers and their clients. HUB24 delivers innovative product and technology solutions to empower better financial futures, together.

**But it’s not just about what we do. It’s about empowering the wealth industry to change peoples’ lives for the better. We believe that nothing happens in isolation, so we work together and collaborate with our customers and the industry, building confidence.**

**The Role**

The Client Relationship Consultant (CRC) is responsible for providing outstanding client service to the general pool of Class and Now Infinity Clients.

This role is predominantly an account management role with a focus on meeting clients’ needs and assisting the business to achieve its targets relating to client retention and organic growth. The role requires the individual to promptly respond to the needs of a large pool of clients. The CRC will be expected to take both a reactive and proactive approach to this role, responding to client enquiries on demand, collaborate with internal teams to facilitate client solutions, and utilising client data to drive proactive client engagement.

The CRC will be expected to engage directly with clients to get to know their business, understand and interpret client needs, provide practical product information and support, process orders, solve complex problems, and bring the best of Class to the client. The CRC will be responsible for ensuring the data recorded in Salesforce for each client they engage with is up to date, accurate and relevant.

In the course of engaging with clients, the CRC will be responsible for identifying and opening up new sales opportunities across the full range of Class and Now Infinity products. The CRC will work in conjunction with the new business team to help build a strong sales funnel and pipeline from existing clients, to ensure the business is in a healthy position to achieve short and long-term growth goals.

This role requires the CRC to engage in active teamwork with all members of the Growth Team and build strong relationships across the business. The CRC must develop a strong knowledge of our full range of solutions to provide the highest level of service to our clients

**Key responsibilities**:

- Respond to client enquiries in a timely, professional, and friendly manner.
- Raise awareness of the CRC team with all clients to ensure clients are aware of the ways in which they can contact and connect with the account management team, and the level of service and support they can expect to receive.
- Develop and maintain a thorough knowledge ofthe company’s products and solutions, pricing, promotions, benefits, training, and education.
- Record all client related activity in Salesforce, and actively update Salesforce with current client data and intelligence.
- Liaise between the client and internal teams.
- Act as a client advocate with a focus on improving the overall client’s experience.
- Utilise client data and usage dashboards to identify high growth and at-risk clients, and proactively reach out to connect with these clients for additional service and support.
- Listen to clients and document all feedback and relevant information that will assist the business to plan and respond effectively.
- Raise opportunities in Salesforce for any new or organic growth opportunity identified during the course of engaging with clients.
- Assist clients with inbound sales enquiries relating to organic growth or straight forward orders, while referring more complex inbound sales opportunities to the BDM team.
- Identify opportunities for cross-selling products to existing clients, raise opportunities in Salesforce, and initiate an appropriate sales strategy in conjunction with the BDM team.
- Facilitate introductions between existing clients and the business development team where appropriate, which may include booking in meetings or product demonstrations.
- Assist clients with novation requests, suspensions and terminations as required, ensuring that the GM of Growth is across any event of significance.
- Deliver customer feedback back into the business, namely the product team, data feed team and support team, while also working with the clients to manage expectations and solve problems.
- Identify key clients who would benefit from the allocation of a Client Relationship Manager (CRM) and flag with the Sales Operations Manager for the quarterly portfolio reviews.

**Key requirements**:

- 2+ years sales or customer service experience (phone based desirable).
- Professional and courteous telephone manner.
- Strong data entry/management skills and attention to detail.
- Salesforce experience desirable.
- Proven ability to build and maintain positive stakeholder relationships.
- Self-motivated with a high level of