Account Manager - remote

About us
Urban CGI is an Australian-founded and internationally expanding technology solutions company that transforms design, training and projects using CGI simulation.
• Training Simulation – convert procedures, inductions and competencies into LMS linked, micro-credentialled, interactive CGI training sims for high retention, efficiency and engagement
• Project Simulation – build CGI sims to make design projects move faster with assured validation, verification, integration, operations, construction, engagement and approvals
Our goal is to modernise systems so clients can change the world for the better, faster.
We have been in business for 20 years working with Tier 1 clients on complex projects to solve wicked problems across infrastructure, mining, rail, for design and training scenarios.
We are a family-owned and run business with a fantastic long-term dedicated team on a pathway for expansion and international growth.
About the role
We are seeking an experienced Account Manager who will be responsible for managing and nurturing client relationships and projects in the delivery cycle, understanding their needs, and providing solutions to help them achieve their business and project goals. The role will also serve as the main point of contact for clients, ensuring their satisfaction and addressing any issues that may arise. Also, will work closely with internal teams to deliver exceptional service and drive revenue growth through upselling and cross-selling opportunities.
Key Responsibilities:
• Client Relationship Management: Cultivate and maintain strong relationships with multiple clients.
• Process Improvement: Continuously enhance and streamline project processes for optimal efficiency.
• Sales Support: Collaborate with the sales team by providing insights and reviewing work, while identifying new business opportunities with existing clients.
Reporting directly to the CEO, this remote-based role is pivotal in ensuring project success and client satisfaction.
KPIs:
• Revenue Growth
• Customer Satisfaction
• Client Retention
• Sales Targets
• Account Penetration
• Response Time
• Account Planning
• Cross-functional collaboration
About you

The ideal candidate will:
• Independent and Proactive: A self-starter who works with minimal guidance and identifies next steps autonomously.
• Curious Problem-Solver: Naturally curious, adept at finding solutions and connecting the dots without a detailed map.
• Personable and Assertive: Able to build relationships quickly and handle tough conversations with stakeholders.
• Versatile: Willing to assist in various areas, including sales, production, and operations.
• Passionate and Ambitious: Enthusiastic about project management and eager to enhance your career and skillset.
• Organised and Methodical: Strong time management skills and a structured approach to project management.

Responsibilities
Client Relationship Management
• Build and maintain strong, long-term relationships with clients, acting as a trusted advisor.
• Understand client needs and objectives to provide tailored, value-driven solutions.
• Serve as the main point of contact for all client inquiries, issues, and escalations, ensuring timely resolution and client satisfaction.
Sales & Revenue Growth
• Identify upselling and cross-selling opportunities, leveraging knowledge of client needs to drive revenue growth.
• Assist in the preparation of sales proposals, contracts, and presentations to both existing and potential clients.
• Participate in client negotiations and contract renewals, ensuring favourable outcomes for both the client and the company.
Service Delivery & Collaboration
• Collaborate with internal teams (e.g., product, operations, support) to deliver high-quality service and ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Coordinate the delivery of services, ensuring all client requirements are met and exceeded.
Client Satisfaction & Reporting
• Monitor client satisfaction regularly, proactively addressing any concerns or issues.
• Conduct regular check-ins with clients to assess satisfaction and identify any opportunities for improvement.
• Prepare regular reports on account status, client activity, and any potential risks for management.
Administrative & Organizational Tasks
• Coordinate administrative tasks to support account management activities, including scheduling meetings, preparing documentation, and managing client information.
• Maintain organized and accurate records of all client interactions, sales activities, and account management processes.
• Ensure that all client communications are documented and stored in a manner that allows easy access and retrieval.
Industry Knowledge & Continuous Improvement
• Stay updated on industry trends, competitive landscape, and product developments to effectively communicate value propositions to clients.
• Contribute to continuous improvement initiatives within the account management function, sharing best practices and insights with the broader team.

Skills and Requirements
• Bachelor’s degree in business administration or related field
• 5+ years’ experience proven work experience as an Account Manager
• Proven experience in account management or sales
• Strong communication and negotiation skills
• Ability to multitask and prioritise in a fast-paced environment
• Results-driven with a focus on customer satisfaction
• Ability to work during Australian business hours
• Ability to adapt to changing project requirements and priorities
• Knowledge of digital technologies, tools, and trends
• Excellent written and verbal communication skills
• Strong communication and interpersonal skills to collaborate effectively with team members and stakeholders
• Detail-oriented, highly organised, and able to manage multiple projects simultaneously
• Rail industry experience and knowledge would be highly advantageous

Submit your updated resume and a cover letter to [email protected]
Indicate on the Subject: Your Name | Account Manager

Come and impress us and help us grow further.