Sales & Customer Retention Manager

**About us**:
.id (Informed Decisions) is Australia's leading provider of online tools and consulting services to support local area decision making. Our clients span all levels of government and a wide range of industries. We are passionate about informing decisions that contribute to a good society.

**What we are doing**:
For the past 25 years,.id has supported Australia's local government sector through the provision of small area demographic, population forecasting and economic insights and data. In recent years, the range of services provided to local government has expanded to include small area housing and community sentiment services.

**We need someone to join the team**:
We are seeking a results-driven Sales & Customer Retention Manager who will focus on increasing the number of products servicing the local government market. You will build strong relationships, understand client needs, and drive product adoption across government agencies involved in place-based decision-making. You
- have a bold and entrepreneurial disposition with demonstrated commercial capability.
- are a proven 'market maker' with previous success introducing new and disruptive approaches to help solve client problems.
- are motivated not only by sales, but by helping clients get genuine value from our offer.
- approach sales collaboratively and with transparency.
- build relationships quickly and have an innate ability to ask the right questions.
- are able to work independently while enjoying being part of a close-knit team.
- share our values and vision to make a contribution to a good society by supporting evidence based decision making.
- (ideally) have experience working with the local government sector.

**About the role**:
The primary function of this role is to help introduce and sell online tools and consulting to the local government sector. You will also champion customer retention, developing and executing strategies to deepen engagement, maximise satisfaction, and ensure long-term partnerships with existing clients.

Functions of this role include:

- Achieving a deep understanding of discrete online tools we provide for local government, ranging from service features, client benefits, and use cases.
- Co-developing and executing go-to-market sales strategies in consultation with.id's product and marketing functions.
- Designing and executing strategies that leverage existing customer success in service of new customer acquisition.
- Working with.id client relationship and sales staff to design and execute strategies that leverage existing local government relationships in service of new customer acquisition.
- Converting marketing leads into sales qualified opportunities.
- Identifying new avenues and approaches to increase the volume and quality of marketing and sales qualified leads.
- In time, proposal writing and conducting sales negotiations that bring deals to a close.
- Ensure prospective client sales activity is captured in our CRM (currently HubSpot).
- Collaborating with sales and client management colleagues across.id's teams, sharing opportunities and identifying better ways of working in service of build organisational sales capability.
- Establish and maintain strong relationships with key contacts at local councils to gain in-depth insights into their priorities, challenges, and specific needs.
- Collaborate with and engage.id's experts and specialists to provide tailored solutions that address the unique requirements of local councils.

**Desired skills and qualifications**:
**Relationship management**:

- Excellent communication skills - abilities to write, present, converse and _listen_
- Ability to engage diverse stakeholders, from executives to council officers

**Customer retention**:

- Experience in reducing customer churn and improving lifetime value through targeted interventions and support
- Strong problem-solving abilities to address client concerns or challenges effectively

**Sales and business development**:

- Demonstrated abilities in a sales and scaling business revenue.
- At least 5 years of experience in relevant professional sales and customer success roles.
- Proficiency in identifying new opportunities, upselling, and cross-selling products or services to existing and potential clients
- Ability to introduce and promote solutions tailored to client needs, driving revenue growth
- Understand how to represent our products, selling based on value rather than cost

**Industry knowledge**:

- Familiarity with the local government sector and the unique challenges and opportunities within that sector
- Strong interest in demographic trends, urban economics, liveability and the dynamics of how cities and regions function.

**Adaptability, Teamwork and Growth Mindset**:

- Strong time management skills; the ability to manage multiple concurrent leads
- A commitment to working transparently and collaboratively with your team
- A curious disposition
- Self-motivated a