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
Skilled approach
Confident manner
Excellent attention to detail
Employee stock purchase plan
Work from home
Work Location: Hybrid remote in Sydney NSW
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📌 Customer Success Manager (Nsw) (New South Wales)
🏢 Pulse BPI
📍 New South Wales