Offer summary

Qualifications:

Strong background in client relationship management or customer success with a focus on retention., Proven experience managing a portfolio of corporate or education-sector clients., Excellent interpersonal, communication, and negotiation skills., Proficient in Microsoft Office and CRM platforms, preferably Zoho CRM..

Key responsabilities:

Build and maintain strong, long-term relationships with key clients to drive satisfaction and retention.

Actively manage a portfolio of accounts with regular outreach and business reviews.

Identify at-risk clients and implement strategies to reduce churn.

Collaborate cross-functionally to resolve client issues and support onboarding of new clients.

Job description

This is a remote position.

Grow your career with Australia's largest training resources provider

Work from the comfort of your own home
Be part of a dynamic & successful team
Great career progression in a rapidly expanding company
No weekend work

Role Overview

We are looking for an experienced and proactive Client Relationship Manager to manage and grow key client accounts, with a strong focus on retention and long-term relationship building. This role is essential in ensuring client satisfaction, maximizing account value, and identifying opportunities to expand the use of our products and services.

Responsibilities:

Reporting to the Customer Success Manager, your responsibilities will include:

Build and maintain strong, long-term relationships with key clients to drive satisfaction, loyalty, and retention.
Actively manage a portfolio of accounts, including regular outreach, business reviews, and ongoing needs analysis.
Identify at-risk clients early and implement engagement strategies to re-establish value and reduce churn.
Collaborate cross-functionally to address and resolve client issues, ensuring timely and effective outcomes.
Identify opportunities to upsell or cross-sell additional services or features that meet client goals.
Support onboarding and training of new clients, ensuring they have the tools and knowledge to succeed.
Monitor and report on client health and activity using CRM tools, maintaining accurate and up-to-date records.

Requirements

An ideal candidate for this role will have:

Strong background in client relationship management, account management, or customer success with a retention focus.
Proven experience managing a portfolio of corporate or education-sector clients.
Ability to quickly understand client needs and translate them into actionable solutions.
Excellent interpersonal, communication, and negotiation skills.
Results-oriented mindset with a proactive and positive approach to challenges.
Experience in or familiarity with SMS, LMS, or vocational education/training environments is highly desirable.
Proficient in Microsoft Office and CRM platforms (preferably Zoho CRM).
Organised, responsive, and capable of managing multiple client accounts effectively.

Key Performance Indicators:

Productivity:

Client Onboarding – number of clients successfully onboarded and trained per month
Monthly Revenue Achievement – tracks revenue achievements vs revenue goals

Quality:

Client Satisfaction Score (CSAT) – clients' satisfaction with the CRM’s support and overall customer experience.
Client Retention Rate – percentage of clients who stay with the company after a certain period, indicating long-term satisfaction and product fit.

SLA:

Resolution Time – percentage of clients' issues or concerns addressed within SLA.
Monthly Follow-Up SLAs – percentage of check-ins or follow-ups with clients completed within agreed timeframe

What’s in it for You?