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Member Account Manager
2 weeks ago
**About us**
We are the most influential, independent business body in Victoria with over 47,000 members, customers and clients. Our members choose us because of our network and connectivity, policy influence, professional development opportunities, and range of business services (we’re trusted experts in workplace relations, international trade, workplace health, safety and wellbeing, and policy development). Our team of 200 people thrive on putting our members first in everything we do - from providing exceptional customer service to advocating for their interests to all levels of government. The Victorian Chamber of Commerce and Industry works for the success of our members, business and Victoria.
**About the role**
On a day-to-day basis you will:
- Be a lead membership contact point, ensuring members are receiving an exceptional experience
- Drive member engagement through actively promoting VCCI services, products and events.
- Use CRM and Utilisation data to proactively identify members at risk of resignation and develop personalised retention plans
- Identify opportunities to grow membership
- Onboard new members to ensure they are well informed on what benefits they have and how to access them
- Explore cross sell and upsell opportunities during all member interactions
- Meet agreed service levels for inbound and outbound calls, utilising a “one call solution” approach
- Partner with internal teams to develop, implement and drive campaigns to increase opportunities
- Represent VCCI at networking events and tradeshows as required.
**About you (Key Selection Criteria)**
To be successful in this role, you will have:
- Account management or reactive sales experience 2-5 years
- Network selling experience is desirable
- Demonstrated ability to achieve revenue and customer satisfaction KPIs
- Experienced in using CRM (Preferably Salesforce) systems
- Customer first, “one call solution” approach and sound customer management skills
- Ability to conduct needs based and solutions focused conversations with customers
- Relationship management skills, together with the ability to influence and negotiate
- Advanced time management skills to ensure optimal customer responsiveness and satisfaction
- Experience in building sales plans and performance reports desirable
- Small business knowledge / exposure and sound knowledge of key issues Victorian Businesses are facing
- Be a team player
**How to apply
