About the role

Client Account Manager reports directly to Venture Ezidox CEO

The Client Account Manager is an important and highly visible part of our Headquarters’ Client Service and Sales Team. You will be responsible for the continual management, growth, upsell and renewal of our client base including the support of our growth strategy across Australia, North America and US. With a focus on Enterprise and Financial Services, you will be the principal commercial contact for our AU clients (and prospects) and will work to identify new and expansion opportunities (including diversifying across other industry verticals) ensuring we maintain a consistently high renewal and new business outcome.

We’re looking for the “A” players who are passionate about joining us in maximising the value we deliver to our large, growing and diverse client base.

Key Responsibilities

  • Directly responsible for managing a portfolio of assigned customer accounts to ensure we maximize expansion opportunities
  • Serve as point of contact for our existing customers and contribute with Sales Team and CEO on expansion sales opportunities
  • Collaborate across the various teams (including offshore development and support team) to keep our clients satisfied and continually engaged with our products and services. Including resolution of customer queries, disputes and product issues
  • Facilitate C-Suite ‘Monthly Governance Meetings’ with identified key account clients
  • Direct point of contact regarding all financial and billing queries
  • Direct responsibility for all onboarding requirements including managing and fulfilling client onboarding requirements, working collaboratively with Product & Support Teams
  • Develop new business opportunities with existing clients and identify areas of improvement to meet new business and upsell quotas
  • Facilitate new business introduction and product demonstrations to C-Suite prospects
  • Assess customer requirements to craft customised pricing schedules that include operating and technical expenses aligned to service and performance expectations
  • Run and meticulously record all account management activities within Microsoft Dynamics (CRM)
  • Via CRM, keep records of customer interactions and transactions, recording details of inquiries, progress and comments, as well as actions taken

What we’re looking for

  • Someone who is independent and capable of handling ambiguity
  • Excellent communication and presentation skills, with strong ability to engage and persuade
  • Ability to dynamically craft customised SaaS solutions that meet the needs of customers while capturing maximum value
  • Excellent cross-functional collaboration and consultation, developing good working relationships with other teams
  • Ability to perform and deliver multiple, concurrent projects on time

Qualifications and requirements

  • 3+ years in a Customer Success – Operations Role
  • Results-driven, with a proven record of using reporting metrics/KPIs to track progress against goals
  • Proficiency in Microsoft Office & Dynamics
  • Bachelor’s degree or equivalent preferred
  • You are confident and enthusiastic when presenting information to decision-makers, always working to align needs with our solutions
  • You are highly motivated to achieve your earning potential
  • You are comfortable making calls and web-conference demonstrations, with excellent phone presence
  • You are extremely organized and have a proven ability to exceed performance goals
  • You thrive in a fast-paced, competitive team environment

Required Skills

  • Ability to make informed decisions independently
  • Strong planning, organising, productivity and time management skills
  • High level of commercial acumen and sound decision-making abilities
  • Excellent communication and interpersonal skills with c-suite customers, staff, managers, and partners
  • An ability to negotiate effectively
  • Continually striving for improvement via new and effective work practices
  • Work in a professional and ethical manner and always maintain confidentiality