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About the Role

The ERP Client Success Manager is a client-facing individual contributor role focused on license and consulting sales for existing ERP accounts, including ongoing account management. The role aims to improve customer satisfaction by engaging clients regularly and delivering process-driven engagements for effective account management and revenue growth. The CSM drives license upsells and renewals, secures support agreements, and collaborates with the ERP Consulting team for client consulting needs. This role also involves building strong vendor relationships, managing marketing activities, and tracking client opportunities and engagements to manage the client relationship long-term and deliver on key performance indicators for the ERP Consulting practice.

Responsibilities

Building and maintaining client engagement to maximize client and user satisfaction.
Developing a strong understanding of client needs.
Reporting on key performance indicators (KPI) and client CSM reporting.
Setting up and managing account management plans and processes for each ERP client.
Gaining a good understanding of ERP processes, including Oracle NetSuite and Microsoft Dynamics Business Central.
Leading client engagement through various initiatives and communication channels.
Working with key vendors and third-party vendors to align license requirements and drive license sales.
Managing vendor and contract agreements with software suppliers.
Driving continuous improvement for innovation, best practice, and process improvement.
Managing upsells through prospecting, marketing, forecasting, account strategy, and planning.
Proactively researching and evaluating new technologies and solutions for clients.
Developing industry knowledge and creating/managing thought leadership content for RSM.
Producing very high-quality output with excellent written and verbal skills.
Working outside normal hours when necessary to ensure critical service provision.
Traveling to other RSM offices and client sites as necessary.
Running marketing campaigns and other client engagements to educate clients and build a pipeline of opportunities.
Maintaining current systems and providing feedback and innovative ideas on business process changes and new technology innovation to drive efficiency within CSM processes.

Requirements

3-5 years in a similar role working as an ERP or SaaS Software Account Manager or Sales Executive / BDM.
Farmer (Upsell) mindset with the ability to construct a deal for clients.
Experience of ERP software.
Ability to work in fast-paced environments and balance competing priorities.
Strong attention to detail.
A self-starter with confidence in their ability to get the job done.
Ability to work autonomously and as part of a team.
Intermediate / Advanced proficiency with Microsoft Office packages.
Ability to deliver high-quality services, proposals, and presentations to clients.
Strong networking and relationship-building skills.
Ability to follow processes and build logical account plans for clients.
Ability to manage vendors and the required reporting.
Ability to manage internal reporting using CRM and track a strong pipeline with accuracy.

Skills

ERP software
SaaS Software Account Management
Sales Executive
BDM Farmer (Upsell)
Microsoft Office packages
CRM
Networking
Relationship building
Vendor management
Process improvement
Innovation
Thought leadership content creation

Location

Remote
Onsite

Work Type

Flexible work arrangements
Minimum 3 days in the office
2 days working remotely
Initial 3-5 months: 5 days in the office for induction and training

Experience Level

3-5 years in a similar role

Education Level

Sales processes education (preferred)
Account Management education (preferred)
ERP system education (preferred)

Benefits

Leading health, wellness, financial, and lifestyle benefits

About the Company

RSM Australia supports a people-centric and collaborative culture.
RSM Australia is a leading professional services firm.
RSM Australia is a member of RSM, the world’s 6th largest network of audit, tax and consulting firms.
RSM Australia is an award-winning professional services firm with over 100 years of experience supporting Australian businesses.
RSM Australia fosters a work culture that promotes growth, collaboration, and success.
RSM provides an environment to build skills and confidence.
RSM is trusted advisors to clients.
RSM has a network of offices across Australia and around the world.
RSM is an esteemed accounting firm recognized for its excellence.
RSM has been recognized as Best Accounting and Consulting Firm for five consecutive years.
RSM connects you to an extensive network of national and global resources.