Posted 28 days ago

Account Manager

SydneyHybrid

AI Summary

Manages client relationships and project delivery as the primary point of contact, ensuring projects are delivered on time and within budget while identifying upselling and cross-selling opportunities.

About this role

Be Part of Our Next Chapter

For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!

We’re a global technology company focused on creating dynamic, smart, personalised and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.

Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.

The Account Manager plays a key role in building strong client relationships and making sure projects run smoothly from start to finish. As the main point of contact, the role involves getting to know clients, understanding their needs and working closely with internal teams to bring projects to life, on time and within budget.

From keeping communication flowing and proactively managing any issues, to identifying opportunities to grow existing accounts through upselling and cross-selling, this role is all about adding value and delivering a great client experience.

Key responsibilities for the role

Develop a strong understanding of client objectives, challenges and opportunities to proactively manage and grow accounts.
Build and maintain strong relationships with key client stakeholders, acting as the primary point of contact.
Manage client expectations, communications, issues and escalations to ensure high levels of satisfaction.
Identify and pursue upselling, cross-selling and new business opportunities to drive account growth and revenue.
Develop account plans that identify priorities, opportunities, risks and actions to grow and strengthen client relationships.
Work with internal teams to coordinate solutions and ensure client requirements and commitments are delivered effectively.
Coordinate project requirements, timelines and deliverables to ensure projects are delivered on time, within scope and budget.
Maintain accurate account, opportunity, forecast and client records.
Monitor account performance and proactively identify risks, opportunities and actions required to achieve commercial and client outcomes.

Qualifications and experience

Bachelor's degree in business administration, marketing, project management or a related field.
Proven experience as an account manager or project manager in a customer-facing role, preferably in the same industry.
Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
Strong problem-solving and negotiation skills to address client concerns and achieve win-win outcomes.
Results-oriented mindset with a proven track record of meeting or exceeding sales targets.
Proficiency in using CRM/ERP software and other relevant sales and productivity tools.
Adaptability and resilience to thrive in a fast-paced and dynamic environment.
Strong organisational skills to manage multiple clients and prioritise tasks effectively.
Knowledge of the industry and understanding of the client's business domain an advantage.

Skills

Account ManagementBudget ManagementClient Relationship ManagementCRMCross-sellingERPForecastingProject ManagementRecord KeepingRisk IdentificationSales Productivity ToolsStakeholder ManagementTimeline ManagementUpselling