• Fantastic career growth opportunity
• Help our members connect with our experts and solutions to thrive
• Predominately an office-based/virtual role

ABOUT US

We are the most influential, independent business body in Victoria with a strong network of over 100,000 small, medium, and large businesses and entrepreneurs. Our members and customers choose us because we’re trusted experts in workplace relations, training, international trade, workplace health, safety and wellbeing, networking events and policy development. Our team of 200 people thrive on putting our members first in everything we do – from providing exceptional customer service to advocating for their interests to all levels of government. The Victorian Chamber of Commerce and Industry works for the success of our members, business and Victoria.

ABOUT THE ROLE

This is a great opportunity for a driven and motivated individual to take their customer service, account management and sales experience to the next level in this account management role. This role is responsible for the retention of members and commercial growth of products and services, with a focus on delivering an excellent membership experience and providing tailored business solutions for our members, customers, and clients.

On a day-to-day basis you will:

• Be the lead point of contact for all members within a defined portfolio.
• Use CRM and Utilisation data to proactively identify retention risks and opportunities for commercial growth.
• Onboard new members to ensure they maximise their engagement with core products and services.
• Explore cross sell and upsell opportunities during all member interactions
• Meet agreed service levels for member Teams meetings, phone calls and engagement.
• Collaborate with internal teams to raise member feedback and ensure all products and services remain fit-for-purpose to member requirements.
• Whilst predominately an office and virtual based role, you will also attend networking events from time to time.

To be successful in this role, you will have:

• Account management or sales experience 3-5 years.
• Network selling experience is desirable.
• Demonstrated ability to achieve revenue and customer satisfaction KPIs.
• Experienced in using CRM (Preferably Salesforce) systems.
• Customer first, “one call solution” approach and sound customer management skills.
• The ability to conduct needs based and solutions focussed conversations with customers.
• Relationship management skills, together with the ability to influence and negotiate.
• Advanced time management skills to ensure optimal customer responsiveness and satisfaction.
• Small business knowledge / exposure and a sound knowledge of key issues Victorian Businesses are facing.
• Team player qualities