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Trident Customer Relationship Manager

Spirit Telecom (Australia) Pty Ltd - Brighton, VIC

Source: uWorkin


Trident is an ASX listed business with over 30 years of experience delivering tailored information technology, infrastructure and services to schools and organisations across Australia.

From PC installation through to end-to-end IT solutions, we deliver solutions that are unique to your individual organisation’s needs. Off-the-peg has never really been our style!

In 2020, Trident merged with Spirit, Australia’s leading provider of fixed-wireless Internet, to become one of Australia’s most trusted Internet and technology businesses. Our partnership means we can offer even more IT solutions to keep your organisation performing at its best. Just think of us as your favourite new power couple… or not. That’s cool too.

We understand that every organisation is different - because we are too! Our expert team and dedicated account managers work with our clients at every stage to ensure they find the technology solutions that suits their needs. And even better? They can count on us for ongoing support to make sure that once they are connected, they stay that way

In this role you will be responsible for managing relationships within a portfolio of existing managed service clients/accounts. The position will uncover sales opportunities for various competencies and services of the company. You will also be responsible for contributing significantly to ongoing customer satisfaction and retention.

Typical tasks include defining the key business problems and translating them into process/technical solutions, as well as managing client relationships. The Customer Relationship Manager will be responsible for engaging the appropriate resources, working with Sales Specialists to design and provide solutions for customers. Successful professionals will bring to bear thorough understanding of the consulting services and methods. This position requires exceptional communication skills.

Skills and Experiences:
Responsibilities include but not limited to:
  • Consult, develop and manage relationships in IT and C-level and become a trusted technology advisor;
  • Lead customer satisfaction and account development efforts by proactively identifying opportunities with existing clients;
  • Leading Quarterly Business Reviews and Technology Roadmap sessions with managed service customers to uncover sales opportunities;
  • Engage with customers daily to answer questions, resolve complaints, handle sales escalations, initiate follow-up on leads, and set up new accounts;
  • Working with our Business Development Managers and Sales Specialists on large or specialist opportunities;
  • Working with the customer and our Sales Support Team to process run-rate sales requests;
  • Keep CRM updated to ensure accurate forecasting and pipeline.
Skills required:
  • Minimum 4 years’ service delivery experience (infrastructure, cloud and managed services);
  • Strong customer focus with excellent customer service and business communication (both written and verbal) skills;
  • Demonstrated ability to work independently and exercise sound judgment and discretion;
  • Strong time and priority management capabilities;
  • Ability to work autonomously;
  • Experience in Microsoft Dynamics 365 is advantageous.
And a bit more:
  • Based out of our offices in South Melbourne and Brighton;
  • Self-motivated and driven to achieve;
  • Demonstrate ability to work autonomously;
  • Both team player and individual self-leader;
  • Sets and delivers high standard of customer service and quality solutions;
  • Passionate about telecommunications and technology;
  • Good sense of humour and loves a bit of banter;
  • Enjoy learning and continuing to develop your industry and product knowledge and expertise;
  • Generous with your experience and knowledge to support the development and success of others;
  • Solutions focused with proven stakeholder engagement.
Have you got what it takes?

We are a values and behaviours first team that are passionate about achieving our targets and goals to grow our network and connect more customers to the Spirit network, providing services to businesses and consumers with the speed and reliability they deserve.

We think you’ll have fun working here. Trident and Spirit can help you continue to grow your knowledge and career. We’ve got a cool office in South Melbourne with great views, another in Brighton and Spirit’s own super-fast Internet connected.

Apply now so you can come and see for yourself how fast and friendly we are.

You must be an Australian Citizen or Australian Permanent resident to be eligible for this role.

Only shortlisted applicants will be notified.