Customer Success Manager (NSW)

PULSE BPI; Sydney; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Employee stock purchase plan

Work from home

Hybrid remote in Sydney NSW

Job summary

PULSE BPI in Sydney, NSW, is seeking a Relationship and Onboarding Specialist to manage existing and new ICT enterprise client relationships, lead onboarding, and deliver training and induction.

You will run meetings with stakeholders, create proposals and contracts, coordinate with the development team, manage issues and feedback, and ensure onboarding deadlines are met with professional, detail‑oriented service.

Qualifications

• A relevant qualification plus one year of experience, or at least five years of relevant experience
• Customer service is essential across written, phone and in-person channels
• Excellent communication and ability to adapt style to audience
• Excellent attention to detail in all communications and documents
• Teamwork and time management during busy periods

Responsibilities

• Manage existing and new client relationships and onboarding
• Lead onboarding tasks including training and induction
• Prepare proposals and contracts for new business
• Coordinate with internal development and operations teams
• Provide ongoing customer service and feedback management

Skills

Customer service

Communication

Attention to detail

Teamwork

Time management

Microsoft Excel

Microsoft Word

Education

Relevant qualification

Tools

Microsoft Excel

Microsoft Word

Job description

Job Purpose

Responsible for managing existing and new client relationships for any client services related enquiries or issues. Presenting to potential leads, managing ICT enterprise clients and leading the onboarding process, including conducting training and induction.

Description of Accountabilities and Responsibilities

1. Stakeholder Relationship

• Managing key relationships with existing clients and new clients
• Ongoing client meetings with key stakeholders
• Foster relations with building management staff with monthly onsite building visitations
• Work with clients to understand their requirements and manage expectations
• Managing existing customers, including preparing for and running meetings and training sessions, feedback management and resolving customer queries
• Updating relevant stakeholders on new updates and development progress

2. New Business

• Present Pulse BPI to potential leads and stakeholders as necessary
• Manage the migration of ICT Enterprise Clients.
• Create proposals and contracts for new business
• Confirm contract details both internally and with the new client
• Assist with any PR and marketing activities and initiatives as necessary

3. Onboarding New Clients

• Liaise with client to initiate building onboarding, upload and live activation
• Request for Information, this includes data and content for upload, sites images, logos and building contact details
• Work with Pulse BPI development team to create site URL and upload data
• Ensuring that site is onboarded correctly, this includes checking the site to confirm all data and content has been uploaded correctly and liaise with client to confirm
• Ensure onboarding deadlines agreed with client is achieved.
• Conduct induction and training sessions for relevant building staff and at times, residents as required

4. Customer Service

• Managing all client services enquiries relating to Pulse BPI, queries, issues, potential new business etc.
• Responsible for keeping track of all reported bugs and issues
• Updating customers on rectified issues and new product and feature launches
• Conducting client feedback sessions
• Research, propose and establish ‘best practice’ customer service process and management

5. Administration Duties

• Ensure all documents are uploaded and stored in the appropriate location, this includes client’s proposals, contracts, onboarding documents, data files and client images etc.
• Maintain and update client database – ensure this is kept up-to-date
• Ensure company templates are updated accordingly

6. Required Qualities

• Professional approach
• Organisational and time management skills
• Excellent attention to detail
• Resides in NSW

7. Desired Competencies

• Analytical thinking
• Initiative
• Business awareness
• Strategic thinking
• Positive approach to change

Person Specification

8. Experience

• A relevant qualification plus one year of experience, or at least five years of relevant experience
• Customer service focused:committed to providing exceptional customer service across all channels – written, phone and face to face
• Communication:the ability to communicate clearly and concisely, varying communication style depending upon audience
• Attention to detail:excellent attention to detail and written skills when communicating with others, both internal and externally
• Teamwork:willingness to assist and support others as required and get on with team members
• Time management/organization: accomplish objectives effectively within time frame given, and carry out administrative duties within portfolio in an efficient and timely manner
• IT:proficient in Microsoft packages, including Excel and Word
• Professional approach
• Confident manner
• Excellent attention to detail
• Employee stock purchase plan
• Work from home
• Work Location: Hybrid remote in Sydney NSW