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Account Manager

3 weeks ago

Macquarie Park, Australia Damstra Technology Full time

Company Description

Damstra Technology is an Australian-based provider of integrated workforce management solutions to multiple industry segments across the globe. We develop, sell and implement integrated hardware and software-as-a-service (Saas) solutions in industries where safety and compliance are of utmost importance. We are dedicated to providing unique solutions to exceed our customers’ expectations as protecting lives is the ethos that runs true in everything that we do.

With a presence across Australia, New Zealand, Southeast Asia, UK and US, we have grown exponentially over the last year after listing on the ASX over two years. We are entering a new phase with great energy and excitement and see this as a year of continued evolution and transformation.

Welcome to join us as we are going through a period of significant and exciting change which presents huge opportunities ahead

**Job Description**:
Looking for a seasoned Account Manager to join our team and you can work from one of the Damstra's offices that is in Sydney, Brisbane, Melbourne or even Perth. The role is critical to manage relationships with TIKS customers where you will champion the power of our solutions to help our client organisations “Protect Their World”. In this role, you are the day-to-day contact for TIKS' customers and are responsible for driving customer satisfaction and success, maintaining and strengthening strategic relationships with key leaders within our customer organisations.

This is a diverse and challenging role, key responsibilities include,
- Look after TIKS existing clients (product and service range), develop client capture/account plans including reliable financial forecasting for revenue, cost of service, overhead costs, and manage client and technical risks and issues
- Client solutions management for client companies or key individuals in the market verticals including routine meetings, SLA reviews, scope reviews and upsell, customer satisfaction surveys, referrals, risk management and all other activities required to retain and grow existing client services
- Overall accountability for the deployment of marketing activities to promote our products and services in the market verticals in collaboration with Sales, Product and Marketing teams
- Management of existing partnership agreements and translation of new client and market demands/needs in product design and commercialization so that they are fit for purpose across the verticals in various markets and jurisdictions
- Ensure that we retain intellectual property rights to content and other product elements in all client contracts
- Manage new and existing client product roll outs including initial project planning, change management including change and communications plans and product training etc.
- Undertake market research and advise executive team and sales teams on strategies and tactics to establish and meet/exceed growth targets
- Create and maintain the entire product manual, training, FAQ and related suite of documentation, knowledge and information related to the industry verticals
- Support on industry sales and marketing campaigns, represent the company at industry forums or events

**Qualifications**:
You are passionate about technology and ideally from a SaaS background company. You are a “people person”, a good listener and of an inquisitive nature who enjoy adding value to your clients’ business by delivering a world class customer experience.

You are a great problem solver, being consultative in your approach as well as a natural collaborator who will take initiative when needed. You will have demonstrated critical thinking and negotiation skills, where you have managed complex customer issues from inception through resolution. You are a confident presenter, work well independently as well as within a team.

Previous experience in a similar role with a strong track record in managing complex portfolio of clients is crucial. Industry knowledge in mining, healthcare, constructions, and resources sectors are desirable. Experience with Salesforce, Zendesk and Office 365 is an advantage.

Most importantly, you have a can do attitude and a helping mind to be supportive to teams across departments. You will also be supported on the job to achieve customer satisfaction, retention and growth.

Additional Information
**What we offer**:
We are a diverse, inclusive, collaborative and transparent organization and live and breathe our core values. Damstra Technology is an organisation that is proud of its great people. We believe in the opportunity to recognise and develop great talent and offer many diverse opportunities for career advancement.