AddressClient Success Manager - Melbourne - Work from home full-time
The Company
The story of Professional Advantage (PA) begins in Sydney, 1989. Steve Howcroft and Derek Rippingale had a vision to create a leading financial management software and service provider. After servicing over 6000 clients in the past 30 years, this vision has become a reality. Today PA is a Microsoft Gold Partner and is a top-class IT firm. We provide a wide range of services, such as Financial Management Software, Business Intelligence, ERP Systems, CRM Software, Retail Systems, BPM, Infrastructure and Collaboration solutions. We strive to streamline operations for our clients through specialised software solutions and by doing so, we enhance their growth. PA is committed to delivering successful outcomes and continues to thrive in the modern digital world.
Hiring the very best staff is critical to ours and our clients' success.
The Person
Self-Sufficient, confident, diligent and highly motivated - these are some of the qualities we look for in people. You are a go-getter, who can turn requirements into realities. Our people love what they do for a living and want to work for a company where they are given the opportunity to direct their own future.
If you can demonstrate these qualities throughout your career to date, then you are going to appeal to us.
Job Overview:
It is acknowledged that a great client relationship is key to generating a sustainable revenue stream through repeat business and recommendations. Therefore, our community of clients is one of our company's most valuable assets. Like any asset it must:
- Actively (proactively) maintained
- Be kept in good order, and
- Provide a return to the team.
The Client Management Team (CMT) has primary ownership over the company's existing client community and therefore has the responsibility of ensuring the above objectives are achieved. The CMT consists of both Inside Account Managers (IAM) who manage the existing business relationship and Customer Success Managers (CSM) who focus on extending the business relationship into new areas.
CSM Job Responsibilities:
- Work collaboratively and effectively with the Inside Account Manager.
- Keep commitments (standards, KPI's etc) while working within the PA core values.
- Work productively with other teams and team members, focusing on the Clients objective, while considering, standards and processes of the team(s).
- Commitment to use PA systems and standards.
- Provide proposals that include the return on investment/payback the client can expect.
- Identify and develop new business opportunities to expand the PA footprint within every managed client.
- Communicate, via email, to the implementation teams (consulting and/or training), the outcomes the client is looking to achieve through the purchase of the modules.
- Team leaders have committed that these outcomes will be used when implementing.
- Religious use of internal CRM system.
- Good use of SOLO (Internal Document Management System) for managing client information.
- Have relevant reports accurate (i.e. Sales Pipeline and Lead follow up).
- Be innovative, provide suggestions on improvements in our processes.
Job Objectives and core competency:
"To proactively engage with clients and develop a strategic roadmap to identify and generate new business within the existing managed client base."
The core competency is what the team needs to be performing extremely well to meet the client centric objectives of this role.
Why have a core competency?
In achieving our core competency, we will maximise the success of our clients and therefore the success of our team. It will:
- Provide a huge competitive advantage
- Be difficult to imitate
- Provide a true win/win based relationship
- Provide shorter sales cycles
- Provide more opportunity
- Increase trust within the PA/client relationship (which the IT industry is not known for)
- Maintain a long-lasting relationship
At a high level, what steps are involved in achieving the core competency?
- Understanding the clients business, outcomes they want to achieve and why they are important to the client
- Have a strategic roadmap agreed for every customer
- Ask good questions
- Make suggestions (what are other clients doing?)
- Discuss the client with other team members
- Use internal data (CRM cases, opportunities, billing, debtors, etc.) to actively engage with the client
Develop a solution
- Document the solution and outcomes
- Including why they are important and the ROI/payback
- Discuss this document with the client
- Gain agreement that the outcomes will be met by the solution proposed
- Implementation of the solution (via the consulting teams)
- Gain agreement that the outcomes have been met
Job Requirements:
Managing the client relationship requires a wide range of skills. At PA we work across a variety of industries and therefore a range of different business knowledge is important. The expected skills for the role include:
- A business degree (IT, Sales, Marketing, or Accounting)
- An understanding of sales and the sales management process
- Excellent communication and interpersonal skills
- Highly organized
- Business experience in selling and marketing
- An understanding of the IT industry
- Working knowledge of IT business from a Vendor and Reseller perspective
- Passionate about delivering customer service by partnering with clients
- Driven by adding value to the client
- Excellent analytical and problem-solving skills
- Proven client relationship management skills from operations to senior management
- Have a minimum of 2-3 years' experience in Sales / Inside Sales / Account Management
It is also important that every team member operate within our five core values or Customer Focus, Teamwork, Integrity and Ethics, Quality and Courage to drive each and every individual decision.
