Member Success & Growth Manager

Victorian Chamber of Commerce and Industry; Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

The Victorian Chamber of Commerce and Industry in Melbourne is seeking an experienced account manager to retain members and grow revenue across products and services. This role blends office-based and virtual work to deliver tailored business solutions.

You will be the lead contact for a defined member portfolio, onboard new members, and explore cross-sell and upsell opportunities while meeting service levels for engagements. CRM data will guide your proactive retention and growth strategies.

Qualifications

• Account management or sales experience 3-5 years.
• Network selling experience is desirable.
• Demonstrated ability to achieve revenue and customer satisfaction KPIs.
• Experienced in using CRM (Preferably Salesforce) systems.
• Customer first, “one call solution” approach and sound customer management skills.
• The ability to conduct needs based and solutions focussed conversations with customers.
• Relationship management skills, together with the ability to influence and negotiate.
• Advanced time management skills to ensure optimal customer responsiveness and satisfaction.
• Small business knowledge / exposure and a sound knowledge of key issues Victorian Businesses are facing.

Responsibilities

• Be the lead point of contact for all members within a defined portfolio.
• Use CRM and Utilisation data to proactively identify retention risks and opportunities for commercial growth.
• Onboard new members to ensure they maximise their engagement with core products and services.
• Explore cross sell and upsell opportunities during all member interactions
• Meet agreed service levels for member Teams meetings, phone calls and engagement.
• Collaborate with internal teams to raise member feedback and ensure all products and services remain fit-for-purpose to member requirements.
• Whilst predominately an office and virtual based role, you will also attend networking events from time to time.

Skills

Account management

Sales experience

CRM (Salesforce)

Revenue KPIs

Customer service

Needs-based conversations

Relationship management

Time management

Small business knowledge

Network selling

Tools

Salesforce

Job description

The Victorian Chamber of Commerce and Industry in Melbourne is seeking an experienced account manager to retain members and grow revenue across products and services. This role blends office-based and virtual work to deliver tailored business solutions.

You will be the lead contact for a defined member portfolio, onboard new members, and explore cross-sell and upsell opportunities while meeting service levels for engagements. CRM data will guide your proactive retention and growth strategies.