Description:
Reporting to our Manager, Customer Relationships, our CRM’s play a pivotal role in nurturing and strengthening relationships with our valued customers. The overall objective of the CRM role is to build and maintain positive relationships with customers to ensure their satisfaction, loyalty, and long-term engagement with AlayaCare.
More Specifically, You Will Be Completing Tasks Such As
- Build and maintain positive relationships with customers, serving as their primary point of contact and trusted advisor for all concerns
- Develop customer success plans
- Maintain detailed and up-to-date records of company information, company contacts, and all customer interactions, updates, and progress in relevant tools
- Conduct regular touchpoints and health checks with customers
- Provide updates to customers about company developments and new product features, driving the adoption and utilisation of those new and existing features and upselling premium features
- Serve as an escalation point for customer concerns where necessary
- Develop and execute strategies to improve the health and satisfaction of customers
- Maintain up-to-date knowledge of AlayaCare’s products and services
What We're Looking For In a Customer Relationship Manager
- 2+ years’ leading a portfolio of customers (including Enterprise level) in a SaaS environment
- Knowledge of the aged & disability care industries in ANZ
- Excellent interpersonal skills – you build relationships easily and are comfortable negotiating as well as diffusing heightened situations
- Great communication skills – you’re comfortable presenting and communicating complex information in an understandable way
- You manage your workload proactively and work independently, though are just as comfortable contributing effectively as part of a team
- Strong problem-solving and analytical skills – you analyse information to create solutions for customers based on their specific situations