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) (Sydney)
🏢 Pulse BPI
📍 Sydney