Senior Client Relationship Manager

About IBISWorld and Role Overview

IBISWorld has been a trusted provider of industry intelligence for over 50 years, serving sophisticated clients such as banks, consulting firms, and governments. We are evolving our services beyond traditional research by integrating AI-driven actionable intelligence into clients' workflows to enable better and faster decisions. This transformation marks an exciting phase in our industry and for IBISWorld.

We are expanding our Client Services team in Australia, emphasizing high standards in recruitment, development, and cultural excellence. In this influential position, you will manage a portfolio of key accounts, focusing on protecting and growing Annual Recurring Revenue (ARR) while acting as a trusted advisor to your clients. You will have significant autonomy over your portfolio and play a critical role in shaping a high-performance Client Services team.

Key Responsibilities

• Maximise the long-term value of assigned key accounts by securing renewals, maintaining ARR, and identifying growth opportunities through cross-selling and upselling.
• Take full ownership of your portfolio’s performance, including renewal metrics, upsell income, and client satisfaction.
• Establish and maintain strong, trusted relationships with clients to endure renewals and changes.
• Discover, qualify, and close opportunities involving product expansions, integrations, AI solutions, additional licenses, and new business units.
• Assist clients in embedding our intelligence into their workflows to increase dependency on our subscriptions.
• Develop strategic account plans for high-value clients, including mapping stakeholders and conducting white-space analyses to forecast ARR growth.
• Provide client insights to Product and Research teams to influence future offerings.
• Maintain accurate pipeline data, forecasts, and CRM entries to support business operations.

Ideal Candidate Profile

• Demonstrates high personal standards for quality without needing prompting.
• Puts customer experience at the forefront of decision-making.
• Maintains honesty and transparency even when communicating difficult information.
• Is curious, embraces learning, experimentation, and ongoing development.
• Fosters genuine teamwork and is naturally collaborative.
• Challenges assumptions and bases decisions on evidence.
• Remains composed under pressure and stabilizes the team during challenges.

Qualifications and Experience

• At least five years of experience in B2B sales or account management, preferably within SaaS, data, research, or information services.
• Proven record of exceeding revenue targets in both retention and new business development.
• Experience managing mid-market or enterprise clients with complex stakeholder landscapes.
• Strong commercial skills, including confident contract negotiation and procurement navigation.
• Proficiency with CRM tools, especially Salesforce, and pipeline management software.
• Excellent communication skills, both verbal and written.
• Experience engaging with procurement, strategy, finance, or risk departments is advantageous.
• Familiarity with market intelligence or industry research platforms is a plus.
• Experience mentoring or leading colleagues in a commercial environment is desirable.

Compensation and Work Environment

This position offers a performance-based compensation plan with real books to manage and significant commission potential for revenue growth. Beyond monetary rewards, you will have true autonomy over your accounts, collaborate with a team that shares your values, and be supported by an established 50-year trusted brand.