Account Manager

Summary

Join risr/, a company focused on digital transformation in medical and health professional education, as a remote Account and Relationship Manager based in Victoria or New South Wales, Australia. You will be responsible for building and maintaining key customer relationships, managing contracts, and ensuring customer satisfaction. The role involves overseeing customer accounts, facilitating contract renewals, and identifying opportunities for cross-selling and up-selling. You will act as the primary point of contact for customers and collaborate with other team members to resolve issues. This full-time, permanent position offers a salary of $100,000-$110,000 plus super and profit share. The ideal candidate will have at least 5 years of experience as an Account and Relationship Manager, preferably in SaaS, with a focus on higher education or health professional education.

Requirements

• At least 5 years experience as an Account and Relationship Manager - ideally within Software as a Service (SaaS), and beneficial if focused on delivering solutions in the context of higher education or health professional education
• Experience and skill in handling contractual negotiations, reconciliations and revisions
• Digital Transformation exposure utilising SaaS solutions and services
• Technical-minded and solution-oriented
• Excellent communication and stakeholder management skills
• Ability to build a detailed understanding of assigned clients and their evolving business needs
• Proven understanding of commercial decision-making
• Knowledge of the Asia-Pacific region's education and business landscape, trends, challenges, opportunities, buying styles, behaviours, practices and approaches
• Ability to demonstrate a deep understanding of customer strategies/objectives
• The ability to take a collaborative approach to relationship building and any sales-related tasks
• Contract negotiation, execution and renewal skills
• Aptitude to develop a good understanding of the risr/ products and services range quickly and to translate customer challenges into value-based solutions
• Problem-solving skills and the ability to think on one’s feet are essential, as well as being capable of devising commercial, technical and creative solutions alongside team members
• Effective communication and expectation setting with clear, concise and consistent communication, both internally and externally
• Prioritise tasks, set goals, and allocate time wisely to enhance productivity while remaining adaptable to unexpected events
• Being self-starting and having proactiveness is key when handling multiple customers
• Routinely work and collaborate with other team members such as sales/marketing, delivery and development to resolve customer challenges and provide feedback on market direction

Responsibilities

• Customer Relationship Building : Establishing and nurturing long-term relationships with customer stakeholders at multiple levels in their organisation
• Customer Account Management : Overseeing the customer’s account to ensure they receive the value and products promised as well as prompt and accurate contract and account management
• Information and Data Management: Utilising a central platform to consistently manage the contract throughout its duration. This includes tracking and monitoring project milestones to ensure timely delivery or recording and reporting any changes in the implementation process
• Contract and Renewal Management: Facilitating all aspects of the customer's contracts, including preparing licence reconciliations, licence renewal processes, payment negotiations and requirements and opportunities for providing quotations
• Cross-Selling and Up-Selling : Recognising opportunities to offer additional risr/ products or services that benefit the customer, preparing and delivering quotes and making any required contract revisions
• Communication : Acting as the primary point of contact between the customer and risr/ for anything that is not day-to-day support
• Needs Assessment : Identifying customer needs and ensuring they are met through appropriate risr/ solutions
• Issue Resolution : Addressing and resolving any customer concerns or escalations promptly in collaboration with other team members as required
• Product Knowledge : Maintaining a good understanding of the risr/ products as they develop and are updated
• Continuous Improvement : Having a deep understanding of the customer in order to respond and adapt to the way they change and evolve to ensure that we continue to deliver optimal service and value
• Customer Retention : Accountable for retaining customers and renewing contracts
• Customer Satisfaction Scores : Accountable for achieving target satisfaction metrics
• Revenue Targets from Existing Customers : Accountable for meeting financial goals related to cross-selling and up-selling
• Accurate Reporting : Providing ongoing transparent and accurate reports on customer health and account status to their team and the rest of risr/ using synchronous and asynchronous methods
• Customer Advocacy : Ensuring the customer’s voice is heard within risr/ to influence product and service improvements by understanding customer needs and contributing to our product development activities

Preferred Qualifications

Ideally, experienced with Monday.com for information sharing and process oversight

Benefits

• A generous salary, benefits package (including enhanced parental leave policies based on length of service) and participation in profit share
• A Health and Wellbeing Allowance of £1,200 (or equivalent in AUD) per annum
• Risr/ pays for your internet
• Risr/ pays for mobile phone and contract
• Risr/ provides genuinely flexible working and autonomy
• Risr/ allows you to set your working routine to suit you based on your role and team
• Risr/ has no defined maximum holiday allowance - you are free to manage your own time
• Participation in risr/ profit share. 25% of the profits risr/ makes is split equally between the risr/ employees
• Work from home, at a co-working space or set up an office near your home
• Freedom to choose your equipment and training as you see fit
• Freedom from corporate bureaucracy which slows people down and stops them from giving their best