Customer Account Manager

Location: Brisbane
Salary range: Dependant of experience
Contact: Clodagh Flynn



Key purpose:

• Overall coordination and management of the Datalex customer engagement teams ensuring that Customer Satisfaction and Revenue Generation are maximized at all times.

Key Result Areas:

• Be the customers champion within Datalex and the day-to-day “face” of Datalex with the customer
• Establish, manage and strengthen relationships at the key decision levels within the customer.
• Overall coordination and management of the Datalex customer engagement teams. Manage the overall Customer Engagement experience, from submitting proposals for new business, through project delivery and ongoing customer support.
• Contract and billing support.
• Revenue forecast planning.
• Co-ordinate pre-sales proposal work and produce high-level delivery plan and associated costing.
• Quarterly resource planning and agreement with customer.
• Evolve and continually improve the Datalex Account Planning Process with the customer and achieve the stated objectives of the Account Plan.
• Drive more business to Datalex, transactions and/or services related. Review and contribute to future customer projects and ensure Datalex are considered when appropriate.
• Manage communication within Datalex and with customer – ensure engagement status and issues are consistently understood by all parties
• Interface with other vendors involved in the Customer Engagement process.
• Manage the Change Management process during all projects to ensure Datalex are compensated for all work undertaken outside of the defined scope of any project.
• Ensure all project work is completed in line with the Datalex Project Management Framework.

Experience required:

• Experience managing major accounts and software projects with overall project, schedule and budget responsibilities.
• Experience in management of major supplier projects including complex web site implementation and custom software development desirable
• Familiarity with the travel industry and their associated systems/technologies would be beneficial

Skills/qualifications required:

• Excellent customer facing skills
• A good understanding of travel industry and Datalex's role within it
• Business Degree
Personal attributes:
• Self motivated - be able to work on their own with limited support from head office
• Be flexible in their work hours. Be available for real time communication with other offices globally.
• Willing to travel. Frequent travel is essential.
• Ability to use own initiative, anticipate and resolve issues
• A love of customers and be comfortable in the supplier role
• Patience, tenacity and the ability to work with demanding customers.

Datalex is an equal opportunities employer

To apply now for this position, please send your CV to Clodagh Flynn