Vcci Account Manager

1 day ago

Melbourne, Australia Victorian Chamber of Commerce and Industry Full time

**Fantastic career growth opportunity**:

- **Help our members connect with our experts and solutions to thrive**:

- ** Flexible working arrangements available**

**About us**

We are the most influential, independent business body in Victoria with over 65,000 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**

We have a new opportunity for a Telephone Account Manager. This could be a great opportunity for a driven and motivated individual to take your customer service or reactive sales experience to the next level in this telephone-based account management role. This role is responsible for the growth and retention of membership, focused on delivering an excellent member experience and providing tailored business solutions for the member.

On a day-to-day basis you will:

- Be a lead membership contact point, ensuring members are receiving an exceptional experience
- Use CRM and Utilisation data to proactively identify members at risk of resignation and develop personalised retention plans
- 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

**About you (Key Selection Criteria)**

To be successful in this role, you will have:

- Account management or reactive sales experience 3-5 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
- The ability to conduct needs based and solutions focussed 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

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