Senior Client Relationship Manager

Location: Southport, Gold Coast, Australia

Work details: Full-time, hybrid setup

Salary: AUD 90,000 + commissions + super

About us

TOA is a global outsourcing powerhouse. We address and solve a major challenge for the Australian and Global Accounting and Bookkeeping industry, which is provide qualified staff to meet the supply needed. We have a team of hundreds that support a team of thousands of team members that are qualified and live in the Philippines - and work for Australian and New Zealand Accounting and Bookkeeping firms. We love that we can provide such a wonderful solution to accounting firms both large and small.

We are a values-based culture, these values guide how we work and what we do. We work hard and genuinely take delight and pride in making difference to peoples' lives all around us.

As a CRM at TOA, your primary focus will be on effectively managing and nurturing our existing customer base. Your role is pivotal in driving growth plans aligned with set targets and goals for our Australian and New Zealand firms. You will play a key role in enabling their expansion by offering a diverse range of solutions. Accountability is at the core of your responsibilities, as you will be safeguarding and growing our customer base. While comprehensive training will be provided, this role demands a high level of autonomy, requiring you to proactively deliver solutions that contribute to the continued success of our clients and the overall growth of our organization. The role is well supported but it is critical you have a sense of humour and resilience to thrive in this role. In this varied role you will have the opportunity to really take ownership of your clients and build relationship to the point you can make positive change in ensuring they have the right people in the right places, doing the right things, so they can ultimately maximise and grow their practices and help more of their clients.

Highlight of Key Responsibilities

Relationship Building:

* Client engagement: Conduct client meetings, roadshows, and other engagement activities to foster strong relationships and better understand client needs.

* External clients: Travel to various locations as needed to represent our company.

* Internal relationships: Leverage internal relationships to identify potential opportunities.

Growth:

* Relationship based selling: Develop and maintain strong relationships with clients 🤝

* Upsell products & services, exploring potential opportunities for staffing requirements in other departments.

Retention:

* Replacements: Ensure a minimum 80% replacement rate for clients with staff resignations.

* Re-engagement: Work towards preventing disengagement and re-engage clients who have disengaged.

Experience and Skills Required

* Growth focus: Demonstrated experience in relationship-style account management, with a history of achieving goals

* CRM expertise: 3 to 5+ years of CRM or Account Management experience.

* Travel: Flexibility to travel locally and internationally. (Frequent local travel, and a chance of international)

* CRM systems experience.

* Autonomous: Ability to work independently, make decisions quickly, and thrive in an autonomous role.

* Customer-centric: Strong customer service focus with excellent communication skills.

* Sales aptitude: Generate sales among client accounts, including upselling and cross-selling.

* Proactive solutions: Ability to provide proactive solutions and innovative thinking.

* Organizational skills: High attention to detail, excellent organizational skills, and the ability to meet deadlines in a dynamic environment.

* Team player: Strong work ethic, and a team focus.

* Resilience is a key skill you will need - we love working hard and smart to provide solutions for our clients.

What TOA Global Can Offer You

* Competitive compensation: Enjoy a competitive base salary along with Super + Comm.

* A team environment that works collaboratively and to a set of business values that shape and drive our culture.

* A business with a passion to change the lives of the people we connect with. To help and guide the Accounting and Bookkeeping industry.

* Office: A world class office environment at Southport with stunning ocean views 🌊

* Parking: Free on-site car parking + easy access to public transport.

* Vibrant culture: Join a genuinely fun, high-performing workplace culture that values vibrancy and collaboration.

* Legacy of excellence: Since 2013, TOA Global has been the go-to provider of top-notch offshore staff to firms across Australia, New Zealand, and North America. We have grown to become one of the largest employers of accountants and bookkeepers in the Philippines, and we expect to double in size again by 2024!

* Career growth: Seize the opportunity to own your space and advance your career as we scale our business.

(Applicants must have working rights and be based in Australia to be considered)

Desired Skills and Experience

* Client Relationship Management

* Account Management

* Sales

* Client retention

* Demonstratable people skills

* Problem solving skills

* A good sense of humour and resilience

* Client Relations

* Sales

* Recruitment