Research Master Pty Ltd is a technology business that provides a fully integrated, research management system to higher education and private research institutions throughout Australia and New Zealand.
The product has been designed, developed and is maintained and supported completely from offices in Melbourne.
About the job: • An exciting and pivotal role to join as a Senior Relationship Manager to provide consistent and effective communication with clients and prospects by building and maintaining strong positive relationships and demonstrating leadership by delivering appropriate outcomes driving to revenue growth Your new role: Your position will see you; • Conduct regular meetings with clients and prospects to ensure proposals, upgrades and implementations are proceeding successfully, identifying, addressing and resolving any issues that may arise and actively driving new revenue opportunities • Actively participate in the training of the new Client Services and BDM staff • Participate/lead in tender responses • Maintain oversight of any project/s being conducted or planned between RMPL and assigned clients via the appointed client contact and Project Managers.
Take a lead role in communications, reporting and monitoring progress • Where required actively manage client support enquiries to the help desk via email and telephone, including logging and follow-up internally and externally.
Take ownership and management of client problems and queries through to resolution • Build and maintain professional relationships with the client, prospect base and staff • Be a consistent and competent point of contact for clients and prospects requiring assistance, updates or advice • Participate in the design, development and maintenance of appropriate client and prospect sales focused material including brochures, advertisements, websites, online communication tools, etc.
• Other duties as may be required from time to time.
What you'll need to succeed: • A relevant tertiary degree or equivalent practical experience • 4+ years of proven experience in Account Management/ Customer Success role • Demonstrated ability to deliver excellent client account service • Demonstrated ability to present to a group in person or on-line • Proven experience in achieving set goals and completing set projects in a given timeframe • Familiarity with windows user interface design • Knowledge and familiarity with Microsoft operating systems • Knowledge of relational databases (Oracle and SQL Server) and the research and development sector is highly desirable What you'll bring to the role: • Commitment to the highest standards of client account service • Excellent time management and personal organisation skills • Exemplary written and verbal communication skills, with ability to communicate clearly and concisely in plain English to a wide audience • Ability to listen and extract key information from clients and co-workers in order to accurately resolve or escalate issues • Goal orientated and work well under pressure • Ability to work autonomously • High attention to detail • Must be available to travel What's next? • Click the 'Apply' button to submit your application including a cover letter addressing how your skills and experience meet the position requirements and take the first step towards joining a reputable and innovative organisation! Please quote Job Reference: DCA/061223/2.
• Research Master is an Equal Employment Opportunity employer committed to supporting a working environment of mutual respect, teamwork and trust and a workplace that attracts, develops and retains highly skilled people.
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