Account Manager

About Audit Express

Audit Express is an audit and advisory firm that provides solutions for assurance, compliance, governance, and risk management to a range of industry sectors. We focus on building the capability within teams we work with. We achieve this by building systems for continuous improvement, helping organisations to recognise good governance, and implementing controls in their business. We are an Australian-owned and operated firm with a global reach. Our head office is located in Melbourne, with a distributed workforce, our team and partners located throughout Australia and across the globe.

In addition to the tasks outlined below, it is expected that the person in this position will be able to adapt, assist, and undertake additional duties as required within their skills and ability. This position may be required to undertake activities outside of regular business hours, and some regional and interstate travel will be required.

About the Position

The position of Account Manager is a senior-level management position which plays a crucial role in business development by building and maintaining strong relationships with existing clients and accounts. Your primary responsibility is to ensure clients are satisfied with the services the company provides and to identify opportunities for growth and expansion within those accounts. This position will require the person to work closely with clients, industry representatives, and other stakeholders to deliver excellent customer service, responsiveness to requests, and timely proposals and tenders to facilitate company growth. This role will be privy to confidential and sensitive information; therefore, a high level of confidentiality and discretion is required.

Relevant industry experience in Education (eg, VET, Higher Education, K – 12…) will be highly regarded.

Responsibilities

Client Relationship Management

• Responsible for establishing and nurturing relationships with clients.
• Serve as the primary point of contact, and act as a liaison between the client and Audit Express.

Understanding Client Needs

• Establish and maintain a deep understanding of our clients' needs, goals, and challenges. This involves actively listening to clients and conducting needs assessments to determine how the company's products or services can address those needs.
• Monitor changes and updates to the regulatory environment, with a focus on being able to rapidly respond to, and advise clients on key changes and updates to registration standards and funding contract requirements (particularly in the Education Sector).

Account Planning

• Create and implement account-specific business plans and strategies, with a focus on outlining objectives, sales targets, and the steps needed to achieve them.
• Prioritise opportunities and allocate resources effectively.

Cross-Selling and Upselling

• Identify opportunities to upsell or cross-sell additional products or services to existing clients, presenting new solutions, upgrades, or complementary offerings.

Problem Resolution

• Addressing client concerns and resolving issues in line with our clients strategic goals. Ensure clients are satisfied and any problems are resolved promptly and effectively.

Communication

• Regular and clear communication with clients. This includes providing updates on products or services, sharing relevant industry insights, and being responsive to client inquiries and requests.

Account Growth

• Work to expand the business within existing accounts. Identify opportunities for expansion, negotiate contracts, and work with other departments within the company to deliver on promises made to clients.

Reporting and Analysis

• Generate reports and analyse data related to client accounts. Track progress, measure key performance indicators (KPIs), and identify areas for improvement.

Client Success

• Work with clients to understand what drives their organisation, and to define what success looks like for their organisation. Identify opportunities where Audit Express can support its clients to achieve their desired goals and targets, and to celebrate the success our clients achieve.

Customer Feedback

• Gather feedback from clients to facilitate making improvements and maintaining high levels of client satisfaction. Conduct surveys or interviews to collect feedback and act on it.

Market Knowledge

• Stay informed about industry trends, competitors, and market conditions. Provide valuable insights and solutions to their clients.

Retention

• Responsible for retaining clients and preventing client churn. Ensure clients are receiving value from the company's products or services and are satisfied enough to continue their business relationship.

Qualifications

• Minimum of a bachelor's degree in marketing, Communications, Business, or related field.
• Minimum of 2 years of experience in an account management or business development position.
• Education industry experience (eg, VET, Higher Education…)
• Strong leadership skills with the ability to inspire, guide, and develop a high-performing team.
• Excellent written and verbal communication skills.
• Strategic thinker with the ability to translate ideas into actionable plans.

Key Responsibility Areas

• Business Development
• Client Retention
• Client Relationship Management
• Sales and Revenue Generation
• Customer Support and Issue Resolution
• Product or Service Knowledge
• Identify Opportunities for New Products and Services

Audit Express is an equal opportunity employer and we encourage women, parents returning to work, our LGBTI friends, people with disabilities and Aboriginal and/or Torres Strait Islander peoples to apply for this incredibly awesome role.