Sr. Client Relationship Manager

Ibisworld, Inc.; City of Melbourne; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Competitive compensation

Job summary

TVH is seeking a Sr Client Relationship Manager to own and grow national customer relationships, coordinating across Operations and Sales to protect performance and unlock the next opportunity. You’ll manage key accounts, navigate escalations, and drive growth by expanding services and locations.

You’ll be trusted to represent TVH at a senior level, ensuring value delivery, and aligning customer outcomes with company capabilities.

Qualifications

• Proven experience managing significant B2B customer relationships.
• Confidence engaging and influencing senior customer stakeholders.
• Strong commercial acumen with an understanding of account performance.
• Experience identifying growth opportunities within existing accounts.

Responsibilities

• Owning and growing relationships across a portfolio of national customers.
• Leading senior customer conversations, contract reviews and escalations.
• Maintaining visibility of account performance, risk and customer outcomes.
• Working across Operations and Customer teams to drive consistent national delivery.
• Developing account strategies focused on retention, performance and growth.
• Identifying opportunities across additional services, sites, states and business units.

Skills

B2B Account Mgmt

Senior stakeholder

Contract negotiations

Account performance

Sales alignment

Job description

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Job Description

Job Description

Foster the relationship. Grow the account. Create the next opportunity.

TVH is looking for a Client Relationship Manager to work directly with our Chief Growth Officer, taking ownership of key national customer relationships and the commercial opportunity that sits within them.

You’ll have an established portfolio to work with, but maintaining the status quo isn’t the brief. You’ll stay close to account performance, understand your customers’ priorities and identify where stronger relationships can translate into broader commercial outcomes.

That might mean extending an existing contract, introducing another TVH service, expanding into a new location or opening a conversation elsewhere within a customer’s organisation.

You’ll be trusted to represent TVH at a senior level, navigate escalations and bring together Operations, Customer and Sales to protect performance while positioning the relationship for what comes next.

ROLE REQUIREMENTS

What you’ll be doing

• Owning and growing relationships across a portfolio of national customers
• Leading senior customer conversations, contract reviews and escalations
• Maintaining visibility of account performance, risk and customer outcomes
• Working across Operations and Customer teams to drive consistent national delivery
• Developing account strategies focused on retention, performance and growth
• Identifying opportunities across additional services, sites, states and business units
• Managing contract extensions and progressing larger opportunities with Sales

What you’ll bring

• Proven experience managing significant B2B customer or account relationships
• Confidence engaging and influencing senior customer stakeholders
• Strong commercial acumen and an understanding of account performance
• Experience identifying and growing opportunities within existing accounts
• Ability to interpret performance data and turn it into meaningful action
• Strong stakeholder management across multiple teams and locations
• Experience in technical services, facilities, maintenance or a similar environment

Why TVH?

TVH is a 100% Australian-owned national technical services business with more than 20 years of industry experience. We deliver solutions across HVAC-R, HVAC Hygiene, Fire, Electrical, Hydraulic and associated services, supporting customers across commercial, industrial, government, healthcare, education, mining and marine sectors.

You’ll have established customer relationships to work with, a national service capability behind you and the opportunity to influence how some of our most important partnerships perform and grow.

If you’re at your best when you know your customers well enough to see the next opportunity before it lands in your inbox, we’d like to hear from you.

Primary Objectives and Responsibilities

Customer Value Creation

• Build trusted relationships with customer stakeholders across EHS, operations, technology and executive leadership • Understand each customer EHS objective, Evotix investment business case, strategic and tactical priorities. • Develop and maintain customer Success Plan with measurable business outcomes and milestones. • Drive adoption and value realisation across the customer’s Evotix investments.• Conduct periodic and regular value and success reviews, focusing on business outcomes and associated measures. • Proactively identify opportunities to optimise their existing configuration, process, and capabilities.

Develop Healthy Customer Relationships

• Develop and sustain a solid and trusting relationship between the various, different customer stakeholders and Evotix. • Coordinate executive sponsorship with relevant Evotix leaders to ensure close partnership to drive towards common goals and objectives • Own the overall account health. Proactively identify risk and mitigation. Coordinate with all customer‑facing teams within Evotix to respond, action and monitor all issues and risk. • Continually monitor customer sentiment, adoption, stakeholder engagement, support experience, PS delivery, risk signals, and business changes. • Proactively update information in Salesforce to provide accurate and complete view of each account's status, risks and planned next steps. • Escalate material customer risk to the appropriate internal channel with clear recommendations, action and owners.

Primary Customer Contact Point

Follow the CSM playbook to ensure all areas of customer interaction are conducted consistently to ensure maximum customer success. • Lead the handover call from Sales to Implementation, to include review and refine the Customer Success Plan. • Lead the handover call from Implementation to Support, outlining any areas for immediate attention. • Facilitate the delivery of customer facing materials to support their customer’s success: Adoption pack, webinars, user groups, product updates, knowledge base, training materials, customer promotional tools, etc. • Be available and responsive. Agree timescales (where possible) and commit to delivery. • Be the primary point of contact for resolving key issues and escalations. Highlight customers at risk early, with recommendations for action to mitigate.

Act as a Customer Advocate

• Be a proactive, valuable resource to inform customers of new capabilities available to them; be that product, services or supporting materials. Guide the customers to self‑help where there is desire for it. • Provide an effective feedback loop to product, support, and professional service to assist continuous improvement. • Listen to the Voice of Customer and provide this valuable feedback and sentiment to internal teams, to support initiatives to improve customer experience. • Encourage customer participation in Evotix community, industry events, case studies and marketing campaigns. • Capture customer insight and emerging industry trends to inform and enable others to improve engagement, relevance and effectiveness of value realisation. Retain and Grow our Customers • Identify and generate lead and demand that results in expansion of Evotix products and services. • Work collaboratively with Customer Development Managers on relevant accounts to drive ongoing customer account health, drive successful renewal and collaborate on expansion campaigns.

Experience

Skills and Attributes Essential

• Experience in Customer Success, Account Management, Consulting, Professional Service, Support or similar customer‑facing role within B2B Enterprise software context. • Demonstrated experience managing complex enterprise customer relationships • Strong consultative, problem solving, communication and influencing skills • Experience identifying customer risk signals and developing mitigation plans • Solid technical foundation to build competency on complex enterprise software environment • Comfortable working cross‑functionally with Sales, Product, Engineering, Support and Professional Service

• Enterprise SaaS experience • EHS, risk, compliance experience • Familiarity with mining, energy, utilities, construction, manufacturing, transportation and government • Technical, consulting, professional services background

Competitive Compensation

• Enjoy a competitive base salary and company‑based performance bonus.
• Unlimited Annual Leave because we trust you to balance your work and wellbeing. (AMER/EMEA)
• Generous tiered 401k plan that increases over time. (AMER)
• Access to our Employee Assistance Program, including mental health, legal, and financial guidance.
• Educational benefits to help you keep learning and growing.
• Regular team events, an inclusive environment, and a shared commitment to making an impact.

Scope

We’re an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace where everyone can thrive.

Application

Direct applications from candidates are warmly welcomed. Do not contact external recruiters.