Customer Relationship Manager

Queensland Health; City of Brisbane; On-site; AUD 90,000 - 130,000; Full time

Job summary

Queensland Health is seeking a Customer Relationship Manager within eHealth Queensland's Operations and Performance Branch to build and maintain strong customer relationships, understand client needs, and align ICT services with healthcare delivery.

You will engage with internal stakeholders, advise on ICT investments, manage escalations end-to-end, and identify opportunities to improve service design for better health outcomes across Queensland.

Qualifications

• Strong stakeholder engagement and relationship-building skills.

Responsibilities

• Initiate and influence customer relationships; act as the principal contact for customers to engage with and navigate eHealth Queensland services.
• Facilitate specialist advice to progress ICT investments, raising awareness of information security, privacy, architecture and IM/ICT obligations.
• Maintain knowledge of ICT services to offer accurate advice and identify opportunities to improve service design.
• Serve as the primary contact for customer issues and escalations, managing expectations and resolutions with internal providers.
• Understand public sector health system functions to identify options and contribute to customer proposals for new capabilities.
• Recognise and exploit IT-enabled business opportunities to optimise processes.

Job description

Located within eHealth Queensland is the Operations and Performance Branch who drive performance and ensure the division's services provide value that supports the delivery of healthcare across Queensland. The branch enables eHealth Queensland's vision to improve healthcare outcomes for all Queenslanders through digital innovation, by fostering trusted partnerships with and delivering value for customers, ensuring the service needs of the organisation are met.

As a Customer Relationship Manager, you will be responsible for building and maintaining strong relationships with our customers, understanding their business and supporting the alignment of eHealth Queensland services and innovative use of information technology to enable better healthcare.

Your key responsibilities include:

• Initiate and influence relationships with customers and key internal stakeholders. Act as a principal point of contact for customers to engage with and navigate eHealth Queensland services and expertise to provide service improvements and problem resolution.


• Facilitate the provision of specialist advice to customers to progress ICT investments, raising awareness of system-wide information security, privacy, architecture and IM/ICT obligations and opportunities to support effective business change.


• Maintain current knowledge of the portfolio of ICT services provided by eHealth Queensland to offer customers accurate advice and access. Identify service improvement opportunities, translating customer needs to inform service design and ensure eHealth Queensland continually improves and evolves services to meet organisational needs.


• Primary point of contact for customer issues and escalations, providing end to end oversight until resolved. Manage customer expectations in relation to requests for eHealth Queensland services, advice and guidance, by partnering with the appropriate internal service providers to resolve, keeping the customer informed and fulfilling the role of customer advocate.


• Maintain a broad and up to date knowledge and understanding of the public sector health system functions and services to improve understanding of customer objectives, underlying issues and problems, to identify relevant options for consideration. Contribute to the development of customer proposals for potential new capability/services.


• Recognise and exploit business opportunities provided by information technology to explore new ways of conducting business and optimising business processes.

Role fit:

You will bring strong stakeholder engagement and relationship-building skills, with the ability to influence senior stakeholders and support effective business change across a large, complex organisation. You will provide trusted, well-informed advice to ensure ICT services align with organisational needs, drawing on your strong understanding of healthcare, service delivery and the ICT industry, including emerging technologies. You will be skilled at understanding business requirements, analysing complex issues and identifying practical options and innovative technology solutions that deliver value. You will work collaboratively within a dynamic environment, managing competing priorities and tight timeframes while maintaining a strong focus on positive outcomes for customers and the organisation.

Why work for us:

• Career training and development


• Generous leave entitlements, including leave loading

Our commitment to equity, diversity and inclusion

At Queensland Health, our work environment is inclusive and supportive, and we value our employees. We are an equal opportunity employer and encourage applications from people of all cultures, abilities and backgrounds.

Our commitment to cultural safety, equity, diversity and inclusion means we understand some people may need changes to the recruitment process. If you need support during the recruitment process, such as meeting with the panel virtually instead of in person, please reach out to the hiring manager. We value diverse candidates and your need for adjustments will not affect our hiring decisions.