DESIGNA Australia & New Zealand

Position Title: Customer Account Manager
Location: Flexible (Australia) – Adelaide Preferred
Employment Type: Full-Time
Remuneration: Competitive Base Salary + Uncapped Commission + Vehicle Allowance
Reports To: Managing Director
Territory: To be determined based on candidate location, experience and customer portfolio

About DESIGNA

DESIGNA is a global leader in parking and mobility technology solutions, delivering innovative parking management systems, access control, revenue management, and digital mobility platforms across airports, shopping centres, hospitals, universities, commercial developments, and public infrastructure.

DESIGNA Australia and New Zealand services and supports a growing portfolio of customers across both countries through a highly skilled team of technical professionals, project delivery specialists, and customer support personnel.

Position Purpose

The Customer Account Manager is responsible for the management, growth, and retention of an assigned portfolio of DESIGNA customers across Australia, with potential expansion into New Zealand.

The role serves as the primary commercial and relationship contact between DESIGNA and its customers, ensuring exceptional service delivery, strong customer engagement, effective contract management, and identification of business growth opportunities.

The successful candidate will work closely with DESIGNA's Service, Operations, Technical and Project teams to ensure customers receive outstanding support whilst identifying opportunities to expand DESIGNA's products and services through cross-selling, upselling, contract renewals, and new business acquisition.

This position combines strategic account management with business development responsibilities and is ideally suited to a commercially focused professional who enjoys developing long-term customer relationships whilst delivering measurable revenue growth.

Key Responsibilities

1. Account Management

- Proven experience in B2B sales and maintain strong professional relationships with assigned customers.

- Act as the primary point of contact for commercial and account-related matters.

- Conduct regular customer reviews and business engagement meetings.

- Maintain a detailed understanding of each customer's operational requirements, challenges, strategic objectives, and future needs.

- Ensure customers receive a consistently high level of service and support.

- Drive customer retention and long-term partnership growth.

- Manage customer satisfaction and proactively address concerns before they escalate.

- Develop account plans and customer engagement strategies for key clients.

2. Service Delivery Oversight

- Work closely with the Service Manager and Operations teams to ensure service commitments are delivered.

- Monitor customer service performance and contractual obligations.

- Ensure Service Level Agreement (SLA) requirements are achieved and maintained.





- Review service performance reporting and communicate outcomes to customers.

- Participate in major incident reviews and escalations where required.

- Support continual improvement initiatives to enhance customer experience.

3. Commercial Growth & Cross-Selling

- Identify opportunities for additional products, services, upgrades, maintenance agreements, and technology enhancements.

- Promote DESIGNA's portfolio of solutions to existing customers.

- Develop and manage sales pipelines within assigned accounts.

- Prepare proposals, quotations and commercial recommendations.

- Achieve individual sales and growth targets.

- Support contract renewals and long-term service agreement negotiations.

- Identify opportunities to expand customer engagement across additional sites or regions.

4. Business Development

- Develop recent business opportunities within the assigned territory.

- Build relationships with prospective customers and industry stakeholders.

- Generate new sales opportunities through networking, referrals, market activity and customer introductions.

- Conduct customer presentations and solution demonstrations.

- Prepare and respond to tenders, proposals and requests for quotation.

- Collaborate with DESIGNA leadership and technical teams on major opportunities.

- Maintain accurate sales forecasts and pipeline reporting.

5. Contract, Compliance & Governance Management

- Maintain awareness of customer contractual obligations and service commitments.

- Monitor compliance requirements associated with customer agreements.

- Coordinate insurance, safety and compliance documentation requests.

- Support customer audits and supplier compliance reviews.

- Ensure contractual documentation remains current and accurate.

- Identify contractual risks and work collaboratively with internal stakeholders to mitigate them.

6. Customer Complaints & Escalation Management

- Take ownership of customer concerns and complaints.

- Coordinate internal resources to resolve issues efficiently and professionally.

- Maintain regular communication with affected customers throughout issue resolution.

- Conduct root-cause discussions with internal teams where required.

- Ensure lessons learned are incorporated into service improvement initiatives.

7. Internal Collaboration

- Work closely with:

- Service Management

- Operations Teams

- Technical Services

- Project Delivery Teams

- Finance Department

- Executive Leadership

- Ensure customer requirements are clearly communicated internally.

- Act as the voice of the customer within DESIGNA.





- Provide market intelligence and customer feedback to support strategic planning.

Key Performance Indicators (KPIs)

The Account Manager will be measured against:

Customer Metrics

- Customer retention rate

- Customer satisfaction outcomes

- Contract renewal success

- SLA compliance performance

- Complaint resolution effectiveness

Commercial Metrics

- Account revenue growth

- Gross profit contribution

- Cross-selling and upselling success

- New business revenue generation

- Pipeline development and conversion rate

- Achievement of sales targets

Operational Metrics

- Timeliness of customer communications

- Accuracy of account documentation

- Forecast reliability

- Internal stakeholder satisfaction

Skills & Experience

Essential

· Proven experience in account management, business development, sales, or customer relationship management.

· Strong commercial acumen and negotiation skills.

· Demonstrated ability to develop long-term customer relationships.

· Experience managing strategic or enterprise customers.

· Strong communication and presentation skills.

· Ability to manage multiple priorities and stakeholders.

· Proficiency with CRM platforms and Microsoft Office applications.

· Current Australian driver's licence.

· Willingness to travel interstate and overseas when required.

Desirable

- Experience within:

- Parking technology

- Access control

- Security systems

- Smart infrastructure

- Building technologies

- Software-as-a-Service (SaaS)

- Technical services industries

- Experience managing service contracts and maintenance agreements.

- Tender and proposal development experience.

- Knowledge of contract management and compliance requirements.

Personal Attributes

The successful candidate will demonstrate:

- Exceptional relationship-building capabilities.

- High levels of professionalism and integrity.

- Strong commercial focus.

- Customer-first mindset.

- Self-motivation and accountability.

- Excellent problem-solving abilities.

- Strong organisational and planning skills.

- Resilience and adaptability.

- A passion for delivering outstanding customer outcomes.

Strategic Objective

To strengthen DESIGNA's customer relationships, maximise customer retention, grow recurring service revenue, expand product and service adoption, and drive sustainable business growth across Australia and New Zealand through exceptional account management and commercial leadership.

Remuneration Package:

- Competitive Base Salary

- Uncapped Commission Structure

- Vehicle Allowance

- Mobile Phone and Laptop

- Career Development Opportunities

- Participation in DESIGNA's Growth Strategy Across Australia and New Zealand

This role would be particularly attractive to candidates from the parking, security, access control, electrical services, facilities management, airports, or technology services sectors who have experience managing large customer portfolios while actively generating new business opportunities.

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