Account Manager

**Reapit - Who are we?**

Reapit is the original, end-to-end business technology provider for estate agencies of all sizes. We’ve been helping sales and lettings agents to build relationships and grow their businesses for more than 25 years. Our technology connects property professionals in Europe, the Middle East, Australia, and New Zealand with buyers, sellers, tenants and landlords to power the relationships that change lives.

In Australia, Reapit stands as the preferred technology choice among the nation's leading estate agents and agencies. Tailored to the unique demands of the Australian property market, Reapit provides successful leaders with unparalleled tools across sales, property management, client relations, and data analytics, reinforcing their position at the pinnacle of real estate excellence.

**What you’ll be doing**

Reporting to the Head of Account Management you’ll be involved in:

- Conduct client deep dives, check in’s, steer co’s either online or face to face, as required.
- Uncover all business requirements, challenges etc.
- Uncover all internal relationships within each client site.
- Provide solutions to address client needs.
- Discuss the commercial reality of the business with the client.
- Monthly forecast based on current pipeline.
- Manage the growth of portfolio including expansion and contraction of each client.
- Maintain a positive CSAT and RAG ratings towards Reapit and its products with each client.
- Uncover and execute ways to reduce potential churn of each client.
- Demonstrate and speak to all of Reapit products with clients to establish value for the client.
- Update and maintain data and client records in Salesforce, Monday and any other business systems.
- Monitor and maintain client opportunity pipeline.
- Collaborate across internal teams to achieve agreed outcomes.
- Identify complaints and provide a business plan with potential solutions for discussion with the client.
- Assist clients to transition from legacy software to new software.
- Serve as the initial/primary point of escalation for client concerns, ensuring prompt, empathetic, and solutions-focused responses
- Investigate billing and contract issues, collaborate with the appropriate internal stakeholders to resolve and provide solutions to our customers.
- Monitor all of your customer contracts and execute the recontracting process.
- Actively participate in all Reapit driven campaign e.g., usage of SMS etc.
- Respond, engage and close any inbound marketing leads.
- Respond, engage, resolve and close on customer enquiries e.g., billing enquiries.
- Complete all training requirements for products, systems and development.

**Who we're looking for**

At Reapit, we prioritise hiring individuals who share our values and possess the right attitudes and behaviours for success. Whilst some of the listed requirements may be important, don’t worry if you don’t meet all of them, we’d still like to hear from you.
- Must be residing in the Melbourne area
- Excellent Organisation and Time Management skills
- Min 3-5 years' experience in a similar role
- Real Estate Industry experience
- Trustworthy and professional, with positive can-do attitude
- Strategic solutions approach, with a hunger to grow customer spend and maintain revenue
- Team player with strong work ethic and self-motivation
- Consistent record of exceeding targets and KPI’s
- Attention to detail and accuracy, with excellent presentation and communication skills
- Proven experience working with technology/Saas
- Driver Licence and trustworthy vehicle

**What your impact and success looks like**

We expect your success and impact in the early stages of your career with us to look something like this:
**Within 1 month**:

- Get acquainted with the Reapit business, people, products & services
- Commence Product learning
- Internal department introductions, mapping & understanding
- Internal Process learning & sourcing
- Knowing your KPI’s & SLA’s, reporting
- Internal systems training
- Introduction to your portfolio
- Handover & Introduction to your customers
- Communication cadence with your portfolio commenced
- Portfolio Growth plans being built
- Responding to customers queries
- Building internal relationships
- Expanding product knowledge & participating in knowledge share discussions
- Maintaining records and data as required

**Within 3 months**:

- Receiving 5-star Customer Satisfaction rating
- Successfully offering solutions and achieving KPI’s
- Maintaining a regular cadence of face-to-face meetings with your customers as required
- Participating in forums and events
- Providing feedback to our internal stakeholders

We operate a Flexible Working Policy and we would like for you to work from our Melbourne office 2 days per week. You must have a comfortable appropriate working space at home accommodating your office needs

**Don't tick all the boxes? Neither do we**

We care about our industry and want it to become a more inclusive and di