SRA Information Technology. Client Relationship Manager - Environmental. Position Description

Transcription

1 SRA Information Technology Client Relationship Manager - Environmental Position Description June 2012 PD_Client Relationship Manager-Environmental Page 1

2 POSITION DESCRIPTION Position: Title: Business Unit: Location: Type: Client Relationship Manager Client Relationship Manager-Environmental Environmental Adelaide Full Time SRA Information Technology SRA is a creator of information management solutions for corporate and government organisations around Australia. We nurture an ongoing dialogue with our customers in order to fully understand their needs before applying our range of analytical and technical skills to create comprehensive and robust solutions. SRA Environmental is a Business Unit of SRA Information Technology. It is a forward thinking unit delivering innovative information management solutions supporting the environment, health and safety and community information markets with a suite of environmental information management products and services. Our flagship product is EnviroSys, a powerful, high capacity data warehousing system that enables the retrieval and storage of all types of fieldmonitored data for analysis, alarming, reporting and measuring against thresholds. Purpose This position is responsible for developing and nurturing relationships with our existing Environmental clients to ensure a sustainable outcome for SRA. Environment Key internal customers include SRA Executive Managers (CEO, COO), Business Development, Managers, Principal/Senior Consultants, Finance & Admin Manager. External customers include existing and potential clients, government, private and professional organisations. Reporting Relationships This role directly reports to the SRA Environmental Sales Manager. Key Accountabilities Key Result Area 1: Client Knowledge 1 Produce and maintain client profiles, in WorkflowMax, for each assigned client, with regular updates to reflect changes such as new opportunities and client contacts. 2 Ensure up to date knowledge of current projects being undertaken by SRA for the client in terms of issues and progress. Key Result Area 2: Client Relationships 1 Under the governance of the SRA values, maintain a positive, honest and open relationship with assigned clients. 2 Contribute to maintaining a relationship with the appropriate personnel for each client. Personnel may include: o Key Users (e.g. Site Environmental Officer, Superintendent) o Business Champions (e.g. CSG Level, Environmental Manager) o IT Support Personnel PD_Client Relationship Manager-Environmental Page 2

3 o IT Contracts Manager 3 Find solutions for account-related issues. Key Result Area 3: Communication 1 Development and adherence to a regular communication plan for each client with regular contact at least once per month. 2 Ensure an appropriate level of face-to-face communication is maintained on a regular basis. 3 Knowledge of regular site visits and participation where necessary. 4 Communication to the Environmental business unit stakeholders of important developments, issues and opportunities specific to a client. Key Result Area 4: Opportunities 1 Promotion of all SRA products and services including SRA IT Services, SRA BI Services, DBA Support, Product (EnviroSys) Administration and LoggerNet Administration. 2 3 Ensure clients are fully aware of new developments, modules and features related to EnviroSys. Delivery of papers at relevant conferences and events that relate to the client s business. 4 Always on the lookout for SRA-wide opportunities. Key Result Area 5: People 1 Under the governance of the SRA values, build and maintain relationships with staff and product & service suppliers 2 Be accountable: o You must always be responsible and accountable for your actions and also your inputs and outputs. 4 Maintain and develop SRA culture and values: o Understand and promote the SRA culture. o Understand and promote the SRA values through leading by example. o Ensure that clients and services are developed and sold with a view to long term sustainability. 5 Professional development: o Seek to continuously enhance your skills and competencies relevant to this role, with particular focus on any development needs. o Ensure that professional development plans are agreed and followed. Key Result Area 6: Processes 1 Ensure SRA processes and procedures are rigorously applied in the areas of Planning and Customer service. 2 Ensure adherence to SRA Project Administration Guidelines. 3 Ensure adherence to SRA Quality Standards and Procedures. 4 Ensure adherence to processes and procedures as documented in the SRA PD_Client Relationship Manager-Environmental Page 3

4 Employee Handbook. 5 Input into the continued improvement of all SRA standards and procedures. Key Result Area 7: Financial 1 Achieve the annual Revenue Targets set for each assigned Client. Key Selection Criteria Qualifications Tertiary studies in Business, Marketing or in relevant field Experience Minimum 5 years experience in Client Account Management, Business Development or Sales Experience in Contract renewal and price negotiating Understanding of Customer & Market dynamics in the Mining, Oil, Gas and Natural resource sector. Skills Excellent Client Relationship skills The ability to communicate well at all levels of the organization, with excellent verbal & written skills and a friendly and professional demeanor Be results focused and have proven success in achieving targets Excellent Time Management, Organisation & Planning Skills The ability to work as a member of a team and autonomously Other Ability to travel Interstate & International PD_Client Relationship Manager-Environmental Page 4

5 SRA Core Values and Behaviours Company Core Values Behaviours Service Respond in a timely, accurate and professional manner Exceed expectations Integrity Act in an honest and ethical manner Do what you say you ll do Accountability Accept responsibility for your actions and decisions Take ownership Do your best Improvement Think outside the square Focus on outcomes not only processes Teamwork Encourage and support others Have a can do approach Respect Team members Quality Produces high quality output consistently Accurate Attention to detail Fun Enjoy the work you do Value work/life balance Standard Behaviours Dependability Punctuality Keeps to Commitments Will do what they say they will do Follows up On time Does not inconvenience others by being late Attendance Not absent on a regular basis Professional Appearance Enthusiastic and Positive Maintenance of Work Area Follows dress code Maintains a confident but not arrogant presence Friendly & welcoming Maintains an upbeat disposition Orderly, files papers away Keeps work area uncluttered Clean PD_Client Relationship Manager-Environmental Page 5