Job Description: Customer Experience Manager
Location: Sydney
Employment Type: Maternity Cover (9 months fixed contract)
Remote
The Customer Experience Manager is responsible for oversight and management of PharosIQ's clients, who are vendors for some of the largest technology firms in the world.
This role focuses on the development of close relationships with these contacts, instilling the trust and delivering the results that encourages them to grow and expand their business with PharosIQ.
Utilising solid leadership, communication, and project management skills to work effectively with Sales and other internal teams will lead to the success of the chosen applicant.
Emphasis is placed on timely project turnaround and creating a frictionless customer experience.
About pharosIQ:
pharosIQ is a global leader in "intent-to-purchase" lead generation, provides insights and demand for B2B sales and marketing success.
Leveraging over 40 years of expertise, pharosIQ turns intelligence into impactful engagements for efficient global revenue growth.
Powered by first-party data, it connects vendors with buyers, transforming strategies worldwide.
PharosIQ are a global company operating in Philadelphia, Belfast, Dublin, Sydney and Manila.
Core Duties & Responsibilities
Client Focus
Accountabilities include customer relationships, customer satisfaction, team leadership, new business development, creative thinking for/with clients and the design and execution of the account's overall strategyManage day-to-day client communications, timely conflict or concern resolution and completion of client deliverables in accordance with the SOWDemonstrate passion for the technology industry and our clients,



showing a solid understanding of the value proposition for each of our clients' solutionsProactively probe for client needs to identify best approaches to provide value and grow the relationshipEnsure that the work being delivered by PharosIQ is within the scope of the SOW, and initiate discussion with client contact if a change to the SOW may be requiredManage difficult and complex issues engaging the Customer Experience VP where appropriateAnticipate client questions and have thought out answers/solutionsSeek opportunities to grow the use of pharosIQ's services within assigned accounts to generate current business opportunities and Partner extensionsContinually develop and maintain knowledge, e.g., industry competition and current events, consumer trends, and inform client where appropriate
Internal Focus
Work closely with the Sales Manager in efforts to grow revenue to meet and exceed corporate objectivesManage supporting account resources, ensuring that their contributions are providing value to the account team and the clientEnable account team to launch programs within or accelerating SLAsMonitor all program execution to ensure team has the proper level of support to deliver in a timely and profitable mannerPartner with Sales Manager to own client call agenda and program updatesMonitor and access Customer Feedback for region, creating positive snapshotsShare expertise on EMEAR market with Sales Manager(s) to maintain client growth in region
Desired Skills & Experience
Qualifications
Specific interest,



knowledge of and experience working in technologyStrong customer service orientation and the ability to foster long-term client relationshipsExceptional interpersonal skills and the ability to work independently as well as in a team environmentHigh organizational skills, the ability to prioritize workload and manage multiple projects in a deadline driven environmentAbility to motivate and lead others in the development, direction and completion of marketing projects/campaignsProficiency with MS Office (Word, Excel, PowerPoint), Siebel and other basic desktop applications (i.e. MS Outlook, Exchange, internet tools, etc.) is assumedStrong command of the English language, speaking, reading, writing.
Additional language skills are not required but can be viewed as a plus
Experience & Education
Bachelor's degree (BA/BS) from an accredited college or university preferredA minimum of 1-2 years relevant progressive experience in the account management/services field within technology industry, or a similar industry is strongly preferred (relevant internship experience accepted)Equivalent combination of education and experience may be considered
As part of the onboarding process, the company (PharosIQ) may conduct background checks which may consist of prior employment verification, professional reference checks, education confirmation and/or criminal record and credit checks.
PharosIQ is an EOE.
PharosIQ are an equal opportunity employer.
We are committed to welcoming all people regardless of age, disability, gender identity, race, faith or belief, sexual orientation, or socioeconomic background.
Application Support
PharosIQ is committed to a fair recruitment & selection process.
PharosIQ will make reasonable adjustments for individuals that need assistance with the application or interview due to disability, neurodivergence or other conditions that you feel may affect your performance.
Please speak to your recruiter in confidence.
#J-*****-Ljbffr

📌 Customer Experience Manager (Sydney)
🏢 pharosIQ
📍 Sydney