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March

Solutions Architect

NEXON - Summer Hill, NSW

Any Industry
Source: uWorkin

JOB DESCRIPTION

Solutions Architect

Developing customer relationships that promote retention and loyalty within the End to End (E2E) portfolio. E2E encompasses all business lines within Nexon - network, security, cloud, unified communications, end user solutions (modern workplace, service desk) and applications.

Be invested in the success of the customer relationship with Nexon.

Responsibilities:

  • Retention and loyalty, convert relationship and value to solid advocacy
  • Identify cross sell and up sell opportunities and work with the E2E team to successfully manage through to execution
  • Periodic health checks
  • Work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.
  • Responsible for creating policies and procedures that optimize the customer experience.
  • Gather feedback from their customers and analyse customer data to identify the best practices.
  • Customer onboarding
  • Account escalations
  • Manage the day to day relationship for assigned client accounts and responsible for overall client satisfaction
  • Provide coaching and advice to clients
  • Monitor accounts for change in strategy, financial conditions, competitor footprint and any other areas that could affect the clients engagements and/or satisfaction with Nexon
  • Provide strategic heath and commercial updates on client performance to management
  • Contract renewal management
Experience:
  • 5 years+ equivalent work experience
  • Strong customer facing skills (executive presence, writing skills, phone skills).
  • Demonstrates a highly professional demeaner
  • Strong consulting skills. Ability to gather and analyse information and produce strategic insights into clients' organizational and technical challenges
  • Ability to foster credibility at all levels of stakeholders and influencers
  • Ability to set and communicate expectations; skill in mediating and resolving problems
  • Must be highly organized and able to prioritize and process a number of tasks concurrently
  • Ability to build lasting relationships based on value and trust
  • Takes ownership of customer issues and drives to resolution
  • Self-motivated, strong work ethic, creative, customer-centric personality
KPI’s:
  • Overall portfolio growth
  • MRR retention
  • Account retention
  • Referrals
  • New business line adoption
  • Lower the number of support tickets
  • Onboarding speed and success
  • Position customer health checks

Only Australian PR or Citizenship holders with full Australian working rights need apply.