Job Description
ResearchMaster Pty Ltd is a technology business that provides a fully integrated, research management system to higher education and private research institutions throughout Australia and New Zealand. The product has been designed, developed and is maintained and supported completely from offices in Melbourne.
Your recent company:
Permanent Full-time role | Convenient South Wharf Location
An exciting opportunity to join as a Customer Success Manager and work as an interface between the market and the ResearchMaster team, representing 'the voice' of the customer and aligning the product with emerging trends, influences and industry expectations.
Your new role:
Build and maintain an advanced knowledge of the ResearchMaster Enterprise (RME) software application and provide technical leadership in relation to the Research Office suite inside ResearchMaster
Undertake competitive analysis activities for RME including awareness of competitive products and competitor capabilities
Ownership of and responding to client and prospect RFx notices as part of the ResearchMaster Client Team
Build and maintain professional relationships with the RM client base and RM team through communication of product specific advice, leadership and knowledge transfer
Assist with the facilitation of client engagement activities
Undertake competitive analysis activities for RME including awareness of competitive products and competitor capabilities
Prepare business cases, internal recommendations and roadmaps of Research Office product changes, enhancements or new developments.
Establish collaborations and pre-commitments for new RME products, opportunities and enhancements with industry
Coordinate and manage the launch of any new RME products where relevant, working with internal stakeholders to prepare comprehensive promotional plans,



with defined distribution channels that include appropriate promotional and marketing messages and proactively promotes RME to customers, social media and the press
Other duties as may be required from time to time
What you'll need to succeed:
A relevant tertiary degree or equivalent practical experience
Minimum 2+ years of experience in a Client Service/ Account Management/ Customer Success role
Demonstrated ability to deliver excellent client account service
Proven experience in achieving set goals and completing set projects in a given timeframe
Familiarity with windows user interface design
Knowledge and familiarity with Microsoft operating systems
Knowledge of relational databases (Oracle and SQL Server) and the research and development sector is highly desirable
Proven experience working in software development/ implementation and/or working in a project environment would be advantageous
What you'll bring to the role:
Commitment to the highest standards of client account service
Exemplary written and verbal communication skills, with ability to communicate clearly and concisely in plain English to a wide audience
Excellent document management skills
Ability to listen and extract key information from clients and co-workers in order to accurately resolve or elevate issues
Ability to respond thoughtfully and appropriately in all situations to all audiences
Ability to learn quickly in a process driven environment
Ability to work autonomously
High attention to detail
Experience in representing a business at industry forums would be advantageous
Knowledge of or experience working in the Australian education and/or research sectors would be advantageous
What's next?
ResearchMaster is an Equal Employment Opportunity employer committed to supporting a working environment of mutual respect, teamwork and trust and a workplace that attracts, develops and retains highly skilled people.
#J-*****-Ljbffr

📌 Customer Success Manager (Melbourne)
🏢 DCA
📍 Melbourne