Customer Services Manager

Lumify Group; Sydney; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Staff referral bonus

EAP

Birthday and Volunteering leave

2 days study leave

Donation matching

Free access to Lumify training courses

Job summary

Lumify Group's ENS division is seeking a Client Services Manager to coordinate training delivery and support clients from initial engagement to post-training follow-up.

You will manage bookings, keep the CRM and Knowledge Hub up to date, coordinate facilitators, and ensure everyone has what they need when they need it. There's room to grow into more strategic account management as you build your track record.

Qualifications

• At least 2 years of experience in training or event coordination, ideally within a corporate or professional services training company.
• Experience in key account or project management would be an advantage
• Familiarity with online learning platforms and Learning Management Systems, such as Moodle.
• Demonstrated success in providing responsive and professional client service.
• Organised, accurate, and methodical, with strong attention to detail.
• Adaptable in a fast-paced environment, and motivated by high-quality outcomes and client satisfaction.

Responsibilities

• Manage all aspects of program coordination, ensuring the accurate and timely processing of all required information.
• Provide support to the sales team in managing client onboarding, invoicing and deliverables.
• Manage logistics and attend client check-in meetings where required.
• Provide ongoing participant support from pre-assignment preparation through to post-training follow-up.
• Serve as a key contact for the sales team, clients and the delivery network, ensuring smooth and efficient program execution.
• Maintain and support the Knowledge Hub, including uploading materials, administering questionnaires and managing survey responses.
• Deliver outstanding service by anticipating client needs, resolving issues proactively, and maintaining high satisfaction.
• Support internal teams or partners by providing accurate training records, CRM data entry, and logistics coordination.
• Collaborate with trainers and facilitators to ensure they are prepared with materials, schedules, and participant needs.

Job description

The Opportunity

ENS, part of Lumify Group, is a training company that helps individuals and organisations negotiate better outcomes through practical, evidence-based courses. As Client Services Manager, you'll sit at the centre of that experience, coordinating training delivery and supporting clients and participants from initial engagement through to delivery and post-training follow-up.

You’ll manage the day-to-day mechanics of program delivery: processing bookings accurately, keeping our CRM and Knowledge Hub up to date, and making sure facilitators, clients and participants all have what they need, when they need it. It’s a role built on organisation and follow-through, where getting the details right is what makes the client experience feel seamless.

There's genuine room to grow in this role, with a clear path to take on more strategic account management as you build your track record.

Key Responsibilities

• Manage all aspects of program coordination, ensuring the accurate and timely processing of all required information.
• Provide support to the sales team in managing client onboarding, invoicing and deliverables.
• Manage logistics and attend client check-in meetings where required.
• Provide ongoing participant support from pre-assignment preparation through to post-training follow-up.
• Serve as a key contact for the sales team, clients and the delivery network, ensuring smooth and efficient program execution.
• Maintain and support the Knowledge Hub, including uploading materials, administering questionnaires and managing survey responses.
• Deliver outstanding service by anticipating client needs, resolving issues proactively, and maintaining high satisfaction.
• Support internal teams or partners by providing accurate training records, CRM data entry, and logistics coordination.
• Collaborate with trainers and facilitators to ensure they are prepared with materials, schedules, and participant needs.

About You

• At least 2 years of experience in training or event coordination, ideally within a corporate or professional services training company.
• Experience in key account or project management would be an advantage
• Familiarity with online learning platforms and Learning Management Systems, such as Moodle.
• Demonstrated success in providing responsive and professional client service.
• Organised, accurate, and methodical, with strong attention to detail.
• Adaptable in a fast-paced environment, and motivated by high-quality outcomes and client satisfaction.

Employee Benefits

• Collaborative and purpose-driven workplace culture
• $2,000 staff referral bonus
• Employee Assistance Program (EAP)
• Birthday and Volunteering leave every year
• 2 days study leave to attend courses or exams
• Donation matching
• Free access to all training courses across Lumify's group of companies

About Us

Effective Negotiation Strategy (ENS) is a specialist training company focussed on negotiation fundamentals. It is wholly owned by Lumify Group - the largest provider of professional training in Australia. With deep expertise over 30 years across Information Technology and Professional Development, Lumif works with enterprise, government and corporate clients to lift organisational capability through essential training, upskilling and reskilling, backed by a brand that government and blue-chip clients already trust.

We are proud to be a three-time Australian Business Awards Employer of Choice (2023-2025).