Client Success Manager at RSM US LLP in Melbourne, Victoria, AU

OUR VALUE PROPOSITION

At RSM, our purpose is to instill confidence in a world of change for both our clients and our people.

RSM Australia supports a people-centric and collaborative culture where we are committed to empowering and developing you. As a leading professional services firm, we connect you to an extensive network of global resources and invest in your future. We value the meaningful work that you do and encourage you to be a part of the change.

Our value proposition is our commitment to you; it highlights the experiences, benefits, and value that you can expect as part of RSM. This is underpinned by our three values – integrity in everything that we do, supporting clients everywhere, and developing and valuing everyone.

Who we are:

RSM Australia is a member of RSM, the world’s 6th largest network of audit, tax and consulting firms. We are an award-winning professional services firm with over 100 years experience supporting Australian businesses. We believe in putting people first and we are proud to have developed a work culture that fosters growth, collaboration and success.

About the role:

Position Summary

The ERP Client Success Manager is a client facing individual contributor role with a focus on license and consulting sales for all existing ERP accounts including ongoing Account Management for each client. The role focuses on improving customer satisfaction by engaging clients on an ongoing basis and delivering process driven engagements for effective Account Management and revenue growth. The CSM role will drive license upsells and renewals with clients, sign clients up to support agreements, and engage the ERP Consulting team for any Consulting work required for clients. The CSM will also build strong vendor relationships and manage ongoing marketing activities and track all opportunities and engagement with clients.

The CSM role is responsible for managing the client relationship long term, and provide ongoing engagement and reporting for clients, to deliver on key KPI outcomes for the ERP Consulting practice.

Key Responsibilities

• Building and maintaining Client engagement to maximize client and user satisfaction including developing a strong understanding of their needs
• Reporting on key performance indicators (KPI) and client CSM reporting
• Account Management plans and processes to be setup and managed for each ERP client.
• Gain a good level of understanding of ERP processes, including Oracle NetSuite and Microsoft Dynamics Business Central.
• Lead client engagement through various initiatives and communication channels
• Work with several key vendors and third party vendors to align any license requirements for clients, and drive license sales.
• Vendor and contract management with software suppliers
• Demonstrated experience in driving continuous improvement for innovation, best practice, process improvement
• Manage upsells through prospecting, marketing, forecasting, account strategy, and planning.
• Proactive in the research and evaluation of new technologies and solutions for clients.
• Develop industry knowledge, and create and manage thought leadership content for RSM
• Excellent written and verbal skills with demonstrated ability to work autonomously and produce very high-quality output
• To work outside normal hours where necessary to ensure the provision of critical services where required
• Travel to other RSM offices and client sites as necessary
• Run marketing campaigns and other client engagements to educate clients and build a pipeline of opportunities.
• Maintain current systems, and provide feedback and innovative ideas on business process changes and new technology innovation to drive efficiency within CSM processes

About you:

Education Requirements

Preferable:

• Sales processes education
• Account Management education
• ERP system education

Work Arrangements

At RSM we support flexible work arrangements; with a minimum 3 days in the office and 2 days working remotely. However for the initial 3-5months there is an expectation for 5 days in the office to facilitate induction and on the job training.

Demonstrated Experience & Attributes

Essential:

• 3-5 years in a similar role working as an ERP or SaaS Software Account Manager or Sales Executive / BDM
• Farmer (Upsell) mindset with the ability to construct a deal for clients
• Experience of ERP software
• Ability to work in fast paced environments and balancing competing priorities
• Strong attention to detail
• A self-starter with confidence in their ability to get the job done
• Ability to work autonomously and as part of a team
• Intermediate / Advance with Microsoft Office packages
• Delivering high quality services, proposals, and presentations to clients
• Strong networking and relationship building skills
• Ability to follow processes, and build logical account plans for clients
• Ability to manage vendors and the reporting required.
• Ability to manage internal reporting using CRM and track a strong pipeline with accuracy

Life at RSM:

RSM provides a great environment to build skills and confidence and we help our people achieve their best. We are trusted advisors to our clients, so it is critical for us to find the right people for the job on offer. Our network of offices across Australia and around the world allow us to offer a personal service to all our clients regardless of where they are!

Working for RSM entitles everyone to a wide range of leading health, wellness financial and lifestyle benefits.

How to apply:

Please click on the “apply” button and complete our online application form.

Agencies, thank you for thinking of us, but our recruitment is managed internally, and we will reach out to our preferred suppliers if we need assistance.