Client Resolutions Manager

Flexible Work Options | Balance Work and Life | Located in Fortitude Valley - Full time opportunity | Competitive salary + attractive bonus's - Birthday Leave | Professional Development | Rewards & Recognition **About us** At Disrupt Digital, we've been revolutionising digital marketing for over 18 years, establishing ourselves as industry leaders. We are a Google Premier Partner and we are recognised for being among the top 3% of Google Partners in Australia We're the go-to agency for exceptional digital marketing strategies that help small to medium businesses thrive and grow. Our workplace is dynamic, our culture is all about positivity and growth, and working with us is an experience like no other **About the role**: As the Client Resolutions Manager, you will play a pivotal role in shaping the success of our clients by developing strategies and operating procedures that positively impact customer service, reduce cancellation rates, and enhance ROI. You will be responsible for resolving escalated client complaints, building strong relationships with clients as a trusted advisor, and ensuring that our clients' needs are met and exceeded. Reporting directly to the Client Success Team Manager, you will be a key member of the team, ensuring all employees receive the necessary support, training, and mentorship to achieve our mission and goals. **Key Responsibilities**: - Owning the entire relationship with assigned escalated clients, including retention, and satisfaction - Establishing relationships as a trusted and strategic advisor to help ensure the continued value of our products and services - Developing and maintaining customer-success strategies and best practices - Communicating effectively with both internal and external senior managers to better understand customer needs, maximise retention and growth, and share learnings - Using a consultative and mediator approach to help clients overcome issues and achieve their goals - Collaborating, problem-solving, and/or strategising with team members on upcoming client meetings - The most important part of the role is focusing on the "Save Rate" percentage - Demonstrating model behaviour and leading the teams to develop specific strategies that will enhance save rate and ROI; - Effectively addressing client satisfaction, renewal, and escalation issues until resolved; **Your Skill Set**: - 2 to 3 years of hands-on experience in communications, marketing, sales, account management, or customer success, with a particular focus on guiding re-strategy and resolution efforts. - Demonstrating adeptness in both oral and written communication, leveraging these skills to collaboratively develop and communicate re-strategic plans and resolution strategies. - Employing a mindset inherently drawn to analysis and systematic processes, essential for dissecting complex challenges and devising effective resolutions and re-strategic initiatives. - Showcasing your ability to thrive across multiple departments within a dynamic and fast-paced environment, contributing your expertise to drive re-strategic alignment and successful resolution outcomes. - Acting as an active collaborator, initiating positive dialogues to facilitate resolution-focused discussions and fostering a culture of proactive re-strategy implementation. - Displaying self-initiative and an innate ability to multitask, allowing you to swiftly adjust priorities and efficiently manage both re-strategy initiatives and resolution processes. - Exhibiting a natural commercial acumen and robust strategic sensibilities, ensuring that re-strategic decisions and resolution approaches are aligned with overarching business objectives. - Demonstrating outstanding client service skills, enabling you to not only extend but also meticulously maintain client relationships, effectively addressing concerns and leading resolution-focused conversations. - Cultivating a positive and proactive outlook that fuels an unwavering commitment to exceeding expectations, both in terms of re-strategy outcomes and the effectiveness of resolution efforts. - Only applicants currently residing in Queensland, & with full working rights will be considered for this position._ **Perks and Benefits**: Some amazing benefits under our 'unDisrupted' Program: - **Flexible Working Options**: We understand that everyone has unique needs, so we provide flexible working arrangements, including work-from-home Find a work setup that suits your lifestyle and enhances productivity. - **Birthday Leave Day**: We want you to celebrate your birthday, so take a company-paid day off to celebrate - **Professional Development**: We provide access to some great courses, and once you hit your 1 year anniversary, you'll also have the option to access $1,500 towards your development which increases to $2,500 each year after you've been with us - **Exciting Rewards and Recognition**: We have a fantastic 'unDisrupted' program that offers benefits like rewards and