About the Role
As a Client Service Specialist, deliver exceptional service to key clients, exceeding expectations and enhancing their experience. Drive revenue and usage growth through your efforts.
Reporting to the Head of Sales, this is a full-time role working within the Large Enterprise team. Ideally This role will be based in Australia, preferably in Sydney, Melbourne or Brisbane with flexibility to work from home and our offices.
Responsibilities
1. Acting as the support contact for strategic accounts, managing queries and collating responses as needed.
2. Provide data-driven insights to the team to help drive strategic engagement activities, identify opportunity and risk with key clients, and provide exceptional client service.
3. Managing customer service escalations, resolving issues, and addressing customer concerns to prevent recurrence.
4. Coordinating with various teams to ensure issue resolution within SLA and proactively identifying service improvements.
5. Supporting Relationship Directors in building proposal documentation and providing overall support for contract renewal and new opportunities.
6. Attending regular operational review meetings with customers and driving service management improvements.
7. Following up on "Fair" classified leads for assigned accounts, setting up trials, and monitoring usage.
8. Maintaining regular customer communication and providing product/business updates in collaboration with internal teams.
9. Providing holiday/extended leave and sickness cover for the Strategic Team and resolving urgent emails sent to CRM Group email.
Requirements
10. Possess excellent communication and interpersonal skills.
11. Be able to effectively manage customer escalations and resolve issues.
12. Possess the ability to collaborate with cross-functional teams.
13. Be capable of supporting Relationship Directors in achieving account objectives.
14. Have a proactive approach to identifying ways of increasing usage and engagement.
15. Be able to understand internal company structure to support global accounts.
16. Possess excellent organizational and project management skills.
17. Be willing to undertake special projects and provide additional support for events as needed.
Work in a way that works for you
We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
Working for you
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer
18. Discounted Health plan rate and Optical Assistance
19. Life assurance and income protection
20. Option to buy additional Annual Leave days
21. Employee Assistance Program
22. Flexible working arrangements
23. Benefits for you and your family
24. Access to learning and development resources