About the opportunity
Join our Education Vertical as an Account Management Team Lead in Melbourne and help us drive customer satisfaction and growth.
Reporting into the Customer & Marketing Director and managing a team of direct reports across our Account Management Team in Australia, you will be responsible for sales coaching, eliminating blockers, and reinforcing ways to drive continuous improvement. This is a “people manager” and a “process manager” role combined into one.
Some of the other responsibilities you'll have:
- Act as Direct Line Manager for a team of Account Managers
- Drive retention across the existing customer base by establishing frameworks for proactive communication and education to increase product and feature adoption and speedy resolution of customer issues
- Provide a consistent, professional customer experience that drives positive sentiment and CSAT results
- Coach and enable your team to build long-term customer relationships with Xplor Education by generating migration, Playground and My Waitlist opportunities and by booking demos from existing customers, in collaboration with the Account Executive team
- Meet and exceed monthly recurring revenue targets by coaching and enabling your team to generate and close up-sell opportunities from Payments, Premium Training (Xplor University), SSO and higher pricing/feature tiers on Xplor, QikKids and Discover.
- Drive Expansion revenue from our existing customer portfolio by generating leads for cross-sell products, including Playground and My Waitlist
- Collaborate with your peers to establish and improve ways of working, directed at improving the experience for all existing customers
- Ensure a high degree of CRM data integrity across your team by maintaining up-to-date customer records in Salesforce
- Possess a broad understanding of industry trends to ensure customers are offered tailored solutions.
- Attend staff trade shows, in-person events, or meetings when required to build relationships in person.
For this position, we offer a hybrid and flexible working model, where you’ll spend three days per week in the office and two working from home.
