Customer Account Specialist

Full-time, permanent position based in Australia (remote). To apply for this role, you must be based in the Australian state of Victoria.

Salary $100,000 - $110,000 plus super (depending on experience) plus profit share. 

Closing date: 30th March 2025

Industry: Education and Software, with a focus on medical and health professional education.

In this role, you will be responsible for effectively building and maintaining key relationships with a number of customers. You will lead and take operational ownership of customer contracts and relationships whilst collaborating with the customer delivery specialists that you will work closely with within the customer success team.

At risr/ our software and services help institutions, such as Universities, Specialist Medical Colleges and regulatory bodies, achieve digital transformation of their assessment processes (written and clinical exams, workplace-based assessments, etc).

Responsibilities

• Customer Relationship Building: Establishing and nurturing long-term relationships with customer stakeholders at multiple levels in their organisation.
• Customer Account Management: Overseeing the customer’s account to ensure they receive the value and products promised as well as prompt and accurate contract and account management.
• Information and Data Management: Utilising a central platform to consistently manage the contract throughout its duration. This includes tracking and monitoring project milestones to ensure timely delivery or recording and reporting any changes in the implementation process.
• Contract and Renewal Management: Facilitating all aspects of the customer's contracts, including preparing licence reconciliations, licence renewal processes, payment negotiations and requirements and opportunities for providing quotations.
• Cross-Selling and Up-Selling: Recognising opportunities to offer additional risr/ products or services that benefit the customer, preparing and delivering quotes and making any required contract revisions.
• Communication: Acting as the primary point of contact between the customer and risr/ for anything that is not day-to-day support.
• Needs Assessment: Identifying customer needs and ensuring they are met through appropriate risr/ solutions.
• Issue Resolution: Addressing and resolving any customer concerns or escalations promptly in collaboration with other team members as required.
• Product Knowledge: Maintaining a good understanding of the risr/ products as they develop and are updated.
• Continuous Improvement: Having a deep understanding of the customer in order to respond and adapt to the way they change and evolve to ensure that we continue to deliver optimal service and value.

Accountabilities

• Customer Retention: Accountable for retaining customers and renewing contracts.
• Customer Satisfaction Scores: Accountable for achieving target satisfaction metrics.
• Revenue Targets from Existing Customers: Accountable for meeting financial goals related to cross-selling and up-selling.
• Accurate Reporting: Providing ongoing transparent and accurate reports on customer health and account status to their team and the rest of risr/ using synchronous and asynchronous methods.
• Customer Advocacy: Ensuring the customer’s voice is heard within risr/ to influence product and service improvements by understanding customer needs and contributing to our product development activities. 

Experience

• At least 5 years experience as an Account and Relationship Manager - ideally within Software as a Service (SaaS), and beneficial if focused on delivering solutions in the context of higher education or health professional education.
• Experience and skill in handling contractual negotiations, reconciliations and revisions.
• Digital Transformation exposure utilising SaaS solutions and services.
• Technical-minded and solution-oriented.
• Excellent communication and stakeholder management skills.
• Ability to build a detailed understanding of assigned clients and their evolving business needs.
• Proven understanding of commercial decision-making.
• Knowledge of the Asia-Pacific region's education and business landscape, trends, challenges, opportunities, buying styles, behaviours, practices and approaches.
• Ability to demonstrate a deep understanding of customer strategies/objectives.
• The ability to take a collaborative approach to relationship building and any sales-related tasks.
• Ideally, experienced with Monday.com for information sharing and process oversight.

Who we are looking for

• Culturally: The nature of our self-managed, remote working culture means that it’s not for everyone. Our cultural principles include having a proactive, can-do attitude that is both positive and enthusiastic.
• Technical Skills: Contract negotiation, execution and renewal skills. Aptitude to develop a good understanding of the risr/ products and services range quickly and to translate customer challenges into value-based solutions.
• Problem-Solving Skills: Problem-solving skills and the ability to think on one’s feet are essential, as well as being capable of devising commercial, technical and creative solutions alongside team members.
• Communication Skills: Effective communication and expectation setting with clear, concise and consistent communication, both internally and externally.
• Time Management: Prioritise tasks, set goals, and allocate time wisely to enhance productivity while remaining adaptable to unexpected events.
• Initiative: Being self-starting and having proactiveness is key when handling multiple customers.
• Team Collaboration: Routinely work and collaborate with other team members such as sales/marketing, delivery and development to resolve customer challenges and provide feedback on market direction.

About us

The risr/ mission is to provide technology to enable every ambition.

The risr/ platform enables doctors, dentists, nurses and other health professionals to apply and pay for assessments, be assessed effectively and advance through their courses and training programmes so that they can ultimately provide high-quality patient care and promote health.

Our software and services help institutions, such as Awarding Bodies, Universities and Postgraduate Specialty Medical Colleges, achieve digital transformation of assessment processes, for example, written and practical exams and workplace-based assessments.

We are growing rapidly in international markets in Australia, Canada, Asia, Ireland and beyond. For example, over 60% of doctors in the UK are assessed using risr/ products. In Australia, we are working with almost 40% of medical schools and are growing rapidly in this region since establishing a local team in 2021.

What you can expect at risr/

We keep things radically simple, we are natural born collaborators, we’re hungry for innovation, and we always do the right thing - even if it’s harder or requires us to go the extra mile.

Due to the nature of our work and having teams based in multiple time zones, there will be a requirement for the successful applicant to work outside of regular office hours, in the evening / early mornings or on the weekend. We are careful to ensure that team members are not required to do this regularly, and with our flexible working arrangements, our team manage their regular working time around any out-of-hours work that may be required.

Our people enjoy a very high level of trust, autonomy, flexibility and transparency, including:

• Work from home, at a co-working space or set up an office near your home. 
• Freedom to choose your equipment and training as you see fit.
• Freedom from corporate bureaucracy which slows people down and stops them from giving their best.
• Access to open-book finances: everyone in the company knows our income, outgoings, what we have in the bank and everyone’s salary.
• A generous salary, benefits package (including enhanced parental leave policies based on length of service) and participation in profit share.
• A Health and Wellbeing Allowance of £1,200 (or equivalent in AUD) per annum.  
• risr/ pays for your internet. 
• risr/ pays for mobile phone and contract. 
• risr/ provides genuinely flexible working and autonomy. 
• risr/ allows you to set your working routine to suit you based on your role and team. 
• risr/ has no defined maximum holiday allowance - you are free to manage your own time.
• Participation in risr/ profit share. 25% of the profits risr/ makes is split equally between the risr/ employees.

If you feel like this is the role for you, please continue to fill out the application form. Please note that we want to hear from you as an individual when you are applying to work at risr/, and all content in your application should be original and your own. Only applications with a cover letter will be considered.

Come and join us – we promise you won’t have worked for a company quite like it!

Please note that the interview process for this role will be a three-stage process, including a skills-based practical interview, and we would endeavour to invite people to the initial interview stages from the week beginning 31st March.

risr/ is an equal opportunities employer, and we do not exclude people on the grounds of sex, gender preference or reassignment, pregnancy, parental status, race, marital / relationship status, disability, age, religion, belief or sexual orientation.