Senior Manager - Sales & Services

at  Standards Australia

ABOUT THE ROLE

This leadership role is responsible for ensuring the smooth operation of our SA Store, driving sales & retention, and delivering outstanding customer experiences. By enhancing the teams’ capability, this role will deliver exceptional customer-focused services and solutions that align with organisational objectives.
The role is also responsible for SA’s copyright licensing services and portfolio management, driving transformation of its deliverables and overseeing best practice copyright licensing including quote management, customer service, and customer lifecycle account management.

WHAT YOU’LL DO

• Lead the Sales team to achieve and exceed sales targets. Develop and implement effective sales processes and methodologies. Monitor sales performance and provide coaching and feedback to improve team productivity and effectiveness
• Lead the Customer Success team to ensure that customers receive exceptional support and service. Develop to enhance customer satisfaction, retention, and loyalty. Work closely with customers to understand their needs and provide solutions that add value.
• Lead the Licensing team to transform the provision of Copyright Licensing services and the management of its portfolio. The role is tasked with overseeing best practices in copyright licensing and supporting the team in duties such as quote management, customer service, and comprehensive account management throughout the customer lifecycle.
• Monitor and analyses sales, customer success and licensing metrics to assess performance, identify areas for improvement, and report to the executive team and stakeholders
• Support the marketing team to identify and execute plans for market awareness, marketing collaterals, client case studies and opportunity generation
• Lead initiatives to identify, design, and implement automation tools and processes across sales, customer success and licensing functions to increase efficiency, reduce manual efforts, and enhance customer experiences. Champion the adoption of Salesforce (CRM) and other technologies that streamline operations and provide actionable insights
• Establishes a supportive environment with a culture of expectation setting, timely feedback, effective training, 1:1 coaching, mentoring and support, resulting in high performance