Client Success Manager

Atturra Limited; City of Brisbane; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Employee Assistance Program

Parental Leave

Employee referral program

Career development opportunities

Job summary

Atturra is seeking a Customer Success Manager to support the strategic goals of the Manufacturing team. You will own end-to-end client outcomes, guide ERP upgrade planning, and act as the trusted advisor for assigned base accounts in Australia.

This role focuses on enhancing client experience and retention while aligning to Atturra values. You will collaborate with Delivery, Support, Sales, and Pre-Sales, manage escalations, drive renewals, and seek passive revenue opportunities.

Qualifications

• Bachelor’s degree in business, IT or equivalent.
• 3+ years in Account Management or Customer Success in ERP/SaaS/technology consulting.
• Experience with manufacturing organisations and/or manufacturing ERP systems is essential (QAD highly preferred).
• Experience with executive presentations and escalations; a dynamic and firm presence in an extremely high impact environment; strong level of executive presence and willing to dig into details to support vision and mission of Atturra.
• Working knowledge of Excel, PowerPoint and Word and CRM packages.

Responsibilities

• Own end-to-end commercial and relationship outcomes for assigned QAD base accounts.
• Guide clients through QAD Adaptive ERP upgrade planning and QAD Cloud adoption.
• Serve as single point of contact and trusted advisor for each assigned client.
• Collaborate with Delivery, Support, and Pre-Sales teams to ensure positive client outcomes.
• Proactively manage escalations.
• Development of account scheduling, leading and participating in the following:.
• Accountable for driving subscription renewals.
• Accountable for driving client to be referenceable.
• Proactive executive communication with customer.
• Responsible for “Visions” and account plan development.
• Responsible for tracking all customer related interactions in appropriate software (CRM).
• Monitor client growth and changes in personnel.
• Additionally, maximise passive revenue opportunities and develop, oversee and rapidly improve sales operations and client processes to drive efficiency and growth.

Skills

Account management

Customer success

Executive presence

Client relationship management

Communication skills

Education

Bachelor’s degree in business, IT or equivalent

Tools

CRM packages

Excel

PowerPoint

Word

Job description

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Customer Success Manager role is designed to support the strategic goals of Atturra Manufacturing Team. You will be responsible for planning, developing and implementing strategic and operational outcomes to enhance the client experience and retention to the business. Aligning to the Atturra values, they will serve as the primary information source for installed based clients and as the client liaison for all Atturra functions - Services, Support, Sales.

• Own end-to-end commercial and relationship outcomes for assigned QAD base accounts
• Guide clients through QAD Adaptive ERP upgrade planning and QAD Cloud adoption.
• Serve as single point of contact and trusted advisor for each assigned client
• Collaborate with Delivery, Support, and Pre-Sales teams to ensure positive client outcomes.
• Proactively manage escalations.
• Development of account scheduling, leading and participating in the following:
• Accountable for driving subscription renewals
• Accountable for driving client to be referenceable
• Proactive executive communication with customer
• Responsible for “Visions” and account plan development
• Responsible for tracking all customer related interactions in appropriate software (CRM)
• Monitor client growth and changes in personnel.
• Additionally, maximise passive revenue opportunities and develop, oversee and rapidly improve sales operations and client processes to drive efficiency and growth.This role can be the stepping stone to a fulfilling sales career

What will make you successful in this role?

• Bachelor’s degree in business, IT or equivalent
• 3+ years in Account Management or Customer Success in ERP/SaaS/technology consulting.
• Experience with manufacturing organisations and / or manufacturing ERP systems is essential (QAD highly preferred).
• Experience with executive presentations and escalations; a dynamic and firm presence in an extremely high impact environment; strong level of executive presence and willing to dig into details to support vision and mission of Atturra
• Working knowledge of Excel, PowerPoint and Word and CRM packages
• Strong communication through telephone and call handling skills required.
• Strong presentation skills, superior communication (oral & written) skills; must be able to communicate well for impact and motivate the clients to act and maintain high client satisfaction.
• Must have demonstrable knowledge of business functions and be willing to grow to learn additional functions.
• Strong organisational behaviours that include planning and follow up, people service aptitude and ability, works well in our team, self-starter, willing to learn & resourceful, able to manage multiple priorities, builds strong relationships.
• Up to 5 % of official travel, mostly driven by methods used to achieve the key metrics of client satisfaction and renewals.

Why is this an exciting opportunity?

Atturra is one of the fastest growing ASX-listed advisory and IT solutions companies in Australia, giving you a strong foundation to fulfil your career ambitions.

We currently have 1300+ professionals working across Australia, New Zealand, Singapore, Hong Kong and USA who are using innovation to lead the way.

The Business Applications division of Atturra specialises in TechnologyOne, Infor, SAP and QAD applications, as well as providing expert consulting in HR and payroll systems, Safety Solutions, and Change Management and Adoption. The team focuses on Education, Federal Government, Local Government, and Manufacturing.

This is your chance to make an impact. Come and join our talented and creative team of change makers to redefine the future through technology.

What our people say:

“We are working towards a very bright future.”
“It's a company with vision and a promising future.”

Why you’ll love working here

Culture of possibility

At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, continuous learning, and smart work practices.

A strong set of company values

Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for.

Valuable employee benefits

• Employee benefits, recognition, and wellbeing platform
• Career growth via succession planning, internal promotions, and mentorship opportunities
• Ongoing investment in professional development through industry and technology certifications, and study assistance
• Mental health support through our Employee Assistance Program
• Support for family and caring responsibilities, including paid parental leave
• Employee referral program, with monetary incentives offered

Commitment to Diversity, Equity and Inclusion

At Atturra, we are committed to addressing the digital skills gap and championing diversity, equity, and inclusion. We welcome applications from individuals of all backgrounds — including Veterans, Aboriginal and Torres Strait Islander people, people with disability, members of the LGBTQI+ community, culturally diverse individuals, and other underrepresented groups.

Supporting Australia’s veterans

We are proud to be recognised as a Veteran Friendly Employer under the Department of Veterans’ Affairs Veteran Employment Commitment (VEC). Atturra is dedicated to supporting Australia’s veteran community by enhancing recruitment, support, retention, and leadership opportunities. Our goal is to ensure veterans build meaningful and impactful careers with us.

What our people say:

“Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard.”

This document is intended to describe the general nature and level of work being performed by people assigned to this job. It is not intended to be a comprehensive list of all responsibilities, key accountabilities, and skills of persons so classified. Management reserves the right to add or change the job and relevant percentage of accountabilities as required, in its sole discretion