Senior Client Success Manager

Our National Client offers simplified employee management services including salary packaging, novated leasing and fleet management with a commitment to service excellence, employee engagement and innovation.  Today they are seeking to appoint a Senior Client Success Manager (Senior CSM) to take full accountability for developing, maintaining and nurturing relationships with a newly secured premium client.
  
Your role purpose is playing a key part in the seamless transition from a legacy provider to our client’s solution.  This will include education on the new systems and processes to access their new salary packaging options, (which are recognised as best-in-class solutions), along with customer engagement, retention and satisfaction, and then longer term as a result, achieving agreed growth targets.

Reporting to the Group Manager Client Success as a Senior CSM, you will take responsibility for the short and longer term CX and solution utilisation, which commences with a quality onboarding experience.  You will be proactively collaborating with their highly talented onboarding teams: the broader Client Success team, HR, IT, Marketing and Data teams, along with identified key customer stakeholders to enable a successful integration.
  
This will be an extremely fast paced environment, and one that will require you to leverage off your exceptional planning skills and customer relationship, engagement and management skills, coupled with your project management expertise.
  
What you will bring:

• A track record of success as a Senior Client Success Manager, responsible for the CX and solution utilisation across a complex organisation, ideally Government
• Demonstrated high level of customer centricity.
• Exceptional stakeholder engagement and management (internally and externally).
• Demonstrated resilience and optimism.
• Change agility with high-level planning and organising skills.
• Exemplary written, verbal and presentation skills.
• Team orientation, with an ability to work autonomously.
• Min. 5 years in B2B management and client engagement within a key client portfolio, ideally Government.
• Demonstrated deep understanding of salary packaging and novated leasing.
• C suite influencing & contract negotiation experience along with excellent problem-solving skills.
• Demonstrated experience working strategically with clients to drive business and revenue growth whilst delivering the highest standard of client satisfaction.

  
Your key responsibilities will include:

• Develop long term strategic, trusted advisor relationships & mutually beneficial partnerships with all stakeholders within your client Build, develop, strengthen, maintain and expand strong executive & cross functional client relationships to ensure the highest levels of client satisfaction.
• Oversee all aspects of your client’s account management, including development of strategy and growth plans incorporating client goals and objectives.
• Managing compliance of client contracts and negotiating contracts and agreements to maximise revenue opps.
• Operating as the lead point of contact for your client’s account management matters and the link between your client and internal teams.
• Acquire/maintain a thorough & current understanding of your clients’ needs/requirements.
• Utilising data and insights to identify opps for growth within your client and then defining and agreeing targets, deliverables and success measures, documented in an action plan.
• Partnering and working closely with Customer Education and Marketing Teams to ensure client objectives are met through employee education programs and relevant campaigns.
• Clearly and regularly tracking and communicating the progress and success of your client plans and strategic initiatives.
• Effective partnering with internal stakeholders, developing and implementing marketing and operational initiatives for your clients to ensure a seamless customer exp across the business.
• Support and mentor other Client Success Managers, providing guidance on client queries and escalations.
• Managing and resolving key client customer issues as well as championing continuous improvements in the client and customer journeys, services products and controls.
• Actively role modelling our client's values and behaviours (accountability, care and team).

  
What 's in it for you?

• This is a new role and you will have the opportunity to dedicate your time to this one high profile client, enabling you to develop long term and authentic relationships across government and add genuine value to all those you are supporting.
• It provides the opportunity for you to join their well established and high performing national Client Success Team and have access to their proven contract integration and management methodologies to support your success.
• This is a unique career opportunity to play a key role in a greenfield integration of an all of government best in class managed services solution.
• The opportunity to leverage off your proven customer engagement and partnering skills.
• The ability to operate both strategically and tactically.
• An excellent salary package.

  
Make no mistake, this is a fast paced and business critical role. This is a high-profile contract that is ready for an exceptionally talented Senior Client Success Manager.  You will be joining a market leader and will be empowered to play a key role in the integration of a new solution that brings genuine value and benefit to your clients ’employees. 
  
For a confidential discussion please call Louisa on 0459 991 *** or simply follow the link and apply now as we are proactively shortlisting.
  
Hinchen Recruitment Group are a team of experienced industry recruiters who offer a highly informative honest process, where our genuine goal is to provide a quality and valued service. One that is respectful to all and is as transparent as possible. Confidentiality is assured with all applications, with your privacy our utmost priority.
  
Acknowledgement of Country: Hinchen Recruitment Group pay our respects to the Traditional Owners of country throughout Australia. We pay our respects to Elder’s past and present and acknowledge the valuable contribution Aboriginal and Torres Strait Islander people make to Australian society.