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Client Relationship Manager

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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 chance before it lands in your inbox, we’d like to hear from you.

At Auror, we’re empowering the retail industry to tackle theft and Organised Retail Crime, a $150 Billion problem globally. It’s high volume crime that’s increasingly organised in nature and is putting people, retailers, and communities at risk every day.

Founded in New Zealand 12 years ago, we’re working with some of the best and largest retailers in the world across the US, Canada, Australia, New Zealand, and the UK. Auror is connecting people and intelligence to reduce crime. We’re using technology for good.

Our mission is clear: reduce violent retail crime by 50% in 5 years. It's an ambitious goal - and one we believe is achievable. In partnership with our leading retail partners, we need people with the passion, determination, and innovation required to overcome one of the world's largest problems. If you’re looking to make a difference with and for the people dedicated to stopping crime, for good, then we want you on our team.

We're also embracing the potential of AI to supercharge our impact - whether that's enhancing the way we detect trends, support our customers, or improve internal workflows. As a company, we're committed to responsibly incorporating AI into how we work and what we build, and we encourage all Aurors to be curious about how AI can elevate their work, regardless of role or function.

About Auror

At Auror, we’re empowering the retail industry to tackle theft and Organised Retail Crime, a $150 Billion problem globally. It’s high volume crime that’s increasingly organised in nature and is putting people, retailers, and communities at risk every day.

Founded in New Zealand 12 years ago, we’re working with some of the best and largest retailers in the world across the US, Canada, Australia, New Zealand, and the UK. Auror is connecting people and intelligence to reduce crime. We’re using technology for good.

Our mission is clear: reduce violent retail crime by 50% in 5 years. It's an ambitious goal - and one we believe is achievable. In partnership with our leading retail partners, we need people with the passion, determination, and innovation required to overcome one of the world's largest problems. If you’re looking to make a difference with and for the people dedicated to stopping crime, for good, then we want you on our team.

We're also embracing the potential of AI to supercharge our impact - whether that's enhancing the way we detect trends, support our customers, or improve internal workflows. As a company, we're committed to responsibly incorporating AI into how we work and what we build, and we encourage all Aurors to be curious about how AI can elevate their work, regardless of role or function.

The Role

Our Customer Success Managers are experienced individual contributors who play a key role in elevating customer impact. You’ll partner with external senior and executive stakeholders, ensuring our customers are seeing the value and achieving real crime reduction outcomes from using the Auror platform.

In this role, you’ll design and deliver engagement strategies for our customers, leading retailers through organisational change and aligning platform adoption to their long-term goals. You’ll influence at every level, from frontline teams to the senior executives using a combination of storytelling, data, and deep product expertise to drive measurable impact.

Responsibilities

Customer impact

- Build and execute engagement strategies that drive adoption and deliver measurable, provable outcomes.

- Lead and support change management efforts, building buy-in across stakeholders and aligning teams around long-term value.

- Ensure customers are getting full value from Auror's platform and modules, proactively closing any gaps in utilisation.

- Turn customer data into clear, compelling stories that demonstrate impact and keep value visible to stakeholders at every level.

Insights and strategy

- Partner closely with our Retail Partnership Managers (Account Managers) to strengthen enterprise relationships and unlock account growth opportunities.

- Proactively surface insights from customer data to improve outcomes for the customer and feed directly into the product roadmap.

- Develop and execute strategies for both one-to-one and scalable (one-to-many) engagement, knowing when each approach is right.

Collaboration and community

- Foster strong collaboration between retailers and law enforcement to maximise shared outcomes.

- Identify and strengthen key champions at every level, from store teams to executives, building a network that outlasts any single point of contact.

This role reports to Chris Jones, Customer Success Lead ANZ

I've been with Auror for five and a half years, starting out as a Customer Success Specialist through to a Customer Success Manager across both the UK and ANZ geos before stepping into the Customer Success Lead role for ANZ, based in Melbourne.

What keeps me here is simple: I love the difference Auror makes. Helping retailers actually reduce crime and protect their teams is work worth doing well, and I get to do it alongside a genuinely great team - people who care, work hard, and have fun along the way.

Outside of work, you'll usually find me chasing positive food and wine or catching a live music gig - ideally both in the same night.

Requirements

- You have a solid track record in Customer Success, Account Management, or a similar customer-facing role — ideally SaaS or tech — with experience owning a portfolio of accounts across a mix of mid-market and larger customers.

- You’re comfortable managing accounts through different life cycles and with a working grasp of the commercial basics: account health, churn risk, and where the value conversation matters.

- Confident using internal AI tools to work smarter and faster — bonus points if you've built AI-powered workflows that help the wider team work better.

- Data-Driven Storyteller: You don't just report numbers; you explain what they mean. You can take raw engagement data and turn it into a compelling narrative about crime reduction and business value.

- You have a "commercial eye" and can naturally spot opportunities where our platform can solve additional problems for a customer.

- You don't wait for a customer to flag an issue. You monitor health metrics and intervene early to course-correct engagement before it dips.

- You collaborate across teams, from Sales to Product, building relationships beyond your immediate team.

- You’re willing to travel regularly for customer meetings, workshops, and events.

We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page ).

With diversity and inclusion at the forefront of Auror’s guiding principles, we promote a culture that celebrates diversity and inclusiveness at Auror, regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

Benefits:

- Competitive salary range: Depending on level of experience, a starting salary of between $90,000 - $115,000 (IC3) plus Super.

- Annual bonus: Eligibility for a $3,300 bonus at the end of the financial year if we’ve hit our revenue goals together.

- Employee share scheme: You’ll own part of a company making a real difference!

- Flexibility: We are hard-working and outcome focused, but recognise there is more to life than work. We promote a healthy work/life blend.

- Shorter work weeks (at full pay): Everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happy.

- Health insurance: We prioritise looking after your health by contributing up to $1,500 per year to your individual health insurance plan with Bupa.

- Focus on mental and physical health: We understand how vital our health is and have policies to support your wellness, including Wellness Days, and up to $750 for expert sessions every year.

- Family-friendly: We offer comprehensive paid parental leave - 12 weeks for birth parents and 6 weeks for non-birth parents following birth, adoption, or surrogacy, available to all Aurors from day one.

- Personal growth: We support our team to participate in courses, conferences, or events that will help them develop their skills.

- Team love: We have regular team lunches and social events where most (if not all) activities are during work hours.

What are the next steps?

If you’re excited about our mission and you have the experience and a passion for this role, please hit “Apply”.

If you’re not sure that you tick all the boxes but feel you’re close to what we’re looking for, please apply anyway! We’re proud that Auror is a place where everyone can learn and grow so we’d love to hear from you.

You'll be asked to submit a cover letter as part of your application. While this is optional we do encourage it, as we find cover letters can tell a story that resumes alone often cannot. Our hiring team love to understand what attracted you to this role and why you are excited about the opportunity to join Auror.

Once you apply, you’ll hear from us to acknowledge your application. If you have questions about any of the above, or if you have any accessibility requirements, we’ll be able to help you from there.

**We are open to this role being based in Melbourne or Sydney.**

At Ideally, we’re not just building a product, we’re disrupting an industry. Our platform helps brands, marketers, and innovation teams bring the voice of the consumer into the earliest stages of their ideas, building confidence and momentum in their work. By enabling quick testing and iteration, we empower brands to move faster, reduce risk, and deliver ideas with impact.

Some of our clients include brands like Asahi, Google, Afterpay, Dentsu, and Frucor, we’re proud to be one of New Zealand’s fastest-growing start-ups, recently named Marketing Technology of the Year (2024) by both Mumbrella and B&T.;

With offices in Auckland, Sydney, Melbourne, and plans for the US in 2025, we’re on a mission to take Ideally global.

The difference you’ll make

At Ideally, you’ll step into a high-growth SaaS business that’s shaking up the market research and consumer insights space.

We’re looking for a Customer Success Manager gun to join us at Ideally. Someone who has a love and curiosity for helping customers achieve their goals.

You will play a pivotal role in solving enterprise client problems and helping them use the platform to grow their ideas – whether new product development (NPD), marketing campaigns, or improve existing products in market and grow in category. Another way to think of this role is being an “Ideas Champion” for our customers – finding potential and possibility in ideas and helping bring great ideas to life.

You will be responsible for onboarding new clients, driving upsell opportunities, managing renewals, as well as ongoing account management. Additionally, you will have a curious mind for marketing, jump in to build a thriving community within the ideas and innovation world, including supporting events, content, creative customer touch points, as well as collaborating closely with our Sales, Research and Strategic Client Partner teams to drive success for our customers.

What you’ll do

- Be a Strategic Partner – Guide enterprise clients to success by proactively offering tailored solutions and best practices to help them achieve their goals within the platform.
- Lead Seamless Onboarding – Ensure recent clients experience a smooth, high-value transition onto the platform, helping them unlock their full potential for innovation, product development, and marketing.




- Drive Growth & Expansion – Identify new opportunities to solve client challenges and expand adoption within their organization—whether through upselling, renewals, or broader team enablement. (A strong marketing mindset will be a big advantage here!)
- Foster Engagement & Thought Leadership – Help shape and execute initiatives that empower customers, from content creation and community-building to customer events and strategic activations that create “wow” moments.
- Collaborate Cross-Functionally – Work closely with Sales, Strategic Client Partners, and Research teams to uncover upsell opportunities and provide impactful solutions tailored to customer needs.

What we’re looking for

- Trusted relationship builder – You excel at building strong, strategic partnerships with enterprise clients, ensuring long-term retention and growth.
- Clear and persuasive communicator – You can distill complex ideas into compelling insights, engaging stakeholders across all levels with confidence.
- Organized and data-driven – You thrive in managing multiple accounts, using data to drive engagement, credit usage, and expansion opportunities.
- Tech-savvy and SaaS-proficient – You’re experienced with customer success tools like HubSpot, Salesforce, or Vitally and understand SaaS growth and retention strategies.
- Proactive problem solver and collaborator – You anticipate challenges before they arise, take a strategic approach to solutions, and work cross-functionally to maximize customer success.

Nice to haves

- Experience within marketing, research, innovation or product development environments is desired. Basically, you can hit the ground running to help clients with their ideas.
- Bachelor’s degree in a related field (Marketing, Business, or similar).

Scale with Impact: Be part of Ideally’s incredible growth trajectory, recently named one of NZ’s fastest growing SaaS companies and winner of two marketing technology awards in 2024.

Lead Innovation: Build a research platform that empowers brand marketers, agencies and insight teams, and rivals industry giants.

Growth Environment: Join a dynamic team where your contributions directly influence success – we strongly believe your growth is our growth.

Something Extra: Enjoy additional perks including Ideally’s gifted day-off on your Birthday, competitive salaries for the startup landscape with generous ESOP included, and access to global collaboration hubs across AU and NZ.

Celebrate Success: Join a team that values recognition, collaboration and having fun along the way!

Make your mark

Excited to shape the future of a high-growth SaaS company and drive bold marketing strategies? Apply now and join us!

We’re an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace where everyone can thrive. So if you’re passionate about innovation, storytelling, and building something extraordinary – we can’t wait to meet you.

The CSM is responsible for being a trusted partner and advisor across the end-to-end customer journey, that maximises value realisation, manages sentiment, drives adoption, minimize churn, generate expansion opportunities and turn our customers into advocates. As the CSM, you are responsible for working closely with the sales team, implementation of consultants and customer support to facilitate a seamless customer journey. You will work closely with the customers to understand their strategic objectives, drive adoption and value realisation, identify and mitigate risks early, and build strong relationships across operational and executive leadership. Above all, you’re a true champion of Evotix’s mission, collaborating with all customer facing functions to help our customers address their evolving business needs.

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. • Continously 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 to. • 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.
- Time to Recharge: Unlimited Annual Leave because we trust you to balance your work and wellbeing. (AMER/EMEA)
- Financial Future: Generous tiered 401k plan that increases over time. (AMER)
- Support for You: Access to our Employee Assistance Program, including mental health, legal, and financial guidance.
- Growth Opportunities: Educational benefits to help you keep learning and growing.
- Team Culture: Regular team events, an inclusive environment, and a shared commitment to making an impact.

Ready to Make a Difference?
If you’re a bold, results-driven leader who thrives on challenges, loves scaling success, and is passionate about making a difference—we want to hear from you!
Thank you for your interest. Please note, we are not seeking support from external recruitment agencies at this time. Direct applications from candidates are warmly welcomed.

Customer Success Manager Asia (Mandarin Speaker - 12-Month FTC)

At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust!

As a Customer Success Manager, you are the value owner and trusted advisor for your portfolio of customers. You ensure every customer achieves success with Trustpilot — from onboarding and adoption to measurable results and advocacy.

Your mission is to maximise product adoption, strengthen customer health, and reduce churn, ensuring customers realise ongoing value and remain engaged, satisfied partners.

What you'll be doing:

- Onboarding & Activation: Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption.
- Adoption & Value Realisation: Drive measurable Business Adoption across your customer portfolio to deliver tangible results.
- Retention & Churn Reduction:Achieve a highGross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively.
- Retention & Churn Reduction: Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR).
- Customer Experience & NPS: Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.
- Customer Issue Resolution: Act as the first line for customer issues related to onboarding, usage, or product value, escalating commercial or billing matters to the Account Manager.
- Customer Advocacy: Partner with Marketing to identify case study, testimonial, and reference opportunities.
- Voice of the Customer: Collaborate with Product to share structured customer feedback and insights that inform roadmap improvements.
- Operational Excellence: Maintain accurate health metrics, notes, and success plans in CRM for full portfolio visibility.

Who you are:

- You have prior experience in customer success, account management, or customer support roles in a SaaS or technology environment.
- Language Requirements: Native-Level Mandarin and strong professional English language skills
- Proven ability to drive product adoption, customer satisfaction (NPS), and retention results.
- Technically confident and able to guide customers through setup, usage, and best practices.
- Strong communication and relationship-building skills across multiple stakeholder levels.
- Comfortable working with data and insights to identify trends, risks, and opportunities.
- Highly organized with excellent follow-through and attention to detail.
- Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver customer value.
- A genuine passion for helping customers succeed and seeing measurable business impact.
- A good understanding of the digital advertising/search marketing industry – preferred.

We are:

We are passionate about what we do. Our Commercial organization is diverse, collaborative, and it is a fun place to work. Our culture is fast-paced, and our employees grow as we do. You will have plenty of personal development and coaching opportunities. We are a global organization with a head office in Copenhagen, Denmark.

What's in it for you:

- A range of flexible working options to dedicate time to what matters to you
- Competitive compensation package including quarterly commission and annual company bonus.
- Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
- Rich learning and development opportunities supported through the Trustpilot Academy and Blinkist
- Superannuation, salary continuance and life insurance
- Full access to Headspace, a popular mindfulness app-based service designed to promote positive mental health and access to a 24/7 Employee Assistance Plan
- Paid parental leave
- Cycle to work scheme
- A buzzy office at 55 Collins Street with a fully stocked fridge and all the snacks and refreshments you can ask for There are also regular socials, lunches and fun offsite strategy sessions — and tons of opportunities to connect and have fun as a team

Still not sure?

We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences, along with how you will contribute to our working culture. Even if you don’t feel you meet all the requirements, we'd still really like to hear from you!

Why we're here
Protect the world's food supply. Ensure every customer gets enough value from Onside that they stay, grow and advocate.

About Onside
Onside is operational intelligence for agriculture. We give agribusinesses one record of every person, property and movement, so when a disease incursion hits or an audit lands, the answer takes seconds instead of weeks.

Our platform manages biosecurity, health and safety, workforce, assets, environment and market access, and every check-in adds to a connected record of agriculture. We're ranked 38th on the Deloitte Fast ) and named to Forbes Asia's 100 to Watch (2025). With 90,000+ properties mapped and 8M+ visits recorded across Australia, New Zealand and North America, our big goal is 1 billion visits.

Description

Why we're here
Protect the world's food supply. Ensure every customer gets enough value from Onside that they stay, grow and advocate.

About Onside




Onside is operational intelligence for agriculture. We give agribusinesses one record of every person, property and movement, so when a disease incursion hits or an audit lands, the answer takes seconds instead of weeks.

Our platform manages biosecurity, health and safety, workforce, assets, environment and market access, and every check-in adds to a connected record of agriculture. We're ranked 38th on the Deloitte Fast ) and named to Forbes Asia's 100 to Watch (2025). With 90,000+ properties mapped and 8M+ visits recorded across Australia, New Zealand and North America, our big goal is 1 billion visits.

Requirements

About the role
You'll manage a portfolio of mid-market and enterprise agribusinesses and help each one realise the value of Onside. You'll set goals with them that fit their business and seasons, and help their people and contractors make Onside part of every day on site. Before each renewal, you'll show them the return.

Customers who see that value renew and recommend us, and that's the outcome you'll own. Account health shows you where to step in early. When they're ready for more, you'll include the Territory Manager to upsell. The feedback you gather will shape our roadmap.

You'll bring

- Experience helping mid-market or enterprise B2B SaaS customers realise value
- A track record of customers who renew year after year
- Experience lifting adoption across multi-site customers
- Comfort using health and usage data to set priorities
- Confidence building success plans with senior stakeholders

Who thrives here

You care whether customers succeed and give them the honest answer early. You let the data set your priorities and stay steady when an account wobbles.

Benefits

The way we work
Four days a week in our Melbourne office - we're office-first on purpose, because the best work happens in the room together. AI tools built into how we work. A connection and capability fund for genuine growth. Strong company rhythms, a fast growth trajectory, and a parental leave policy we're genuinely proud of.

How we hire
We hire people who'll grow with us. Along the way you'll meet the team, complete a short practical task and a couple of interviews. We respect your time and we'll tell you where you stand at every stage.

Join us to protect the world's food supply.

The Customer Success Manager (CSM) is 100% focused on, and responsible, for the ongoing success of our new and existing customers. Reporting to the APAC Regional Director, the CSM plays a vital role managing our customer relationships across the APAC region. The role is a key plank in our efforts to help our customers derive maximum value from our software and services. It is a pivotal role within the team, working closely with our support team, implementation specialists and trainers, both in Asia Pacific and at our offices in the UK and the US. The CSM provides a single point of contact to our customers for all of our services and steers them to success through the full life-cycle of their relationship with us.

The CSM is an energetic professional who loves helping people, solving problems, building relationships and delivering value. Experienced in handling a wide range of customer needs, the CSM is able to successfully manage relationships with a range of personalities, simultaneously delivering great outcomes for Point of Rental and our customers.

Description

Position at Point of Rental Software

The Customer Success Manager (CSM) is 100% focused on, and responsible, for the ongoing success of our new and existing customers. Reporting to the APAC Regional Director, the CSM plays a vital role managing our customer relationships across the APAC region. The role is a key plank in our efforts to help our customers derive maximum value from our software and services. It is a pivotal role within the team, working closely with our support team, implementation specialists and trainers, both in Asia Pacific and at our offices in the UK and the US. The CSM provides a single point of contact to our customers for all of our services and steers them to success through the full life-cycle of their relationship with us.

The CSM is an energetic professional who loves helping people, solving problems, building relationships and delivering value. Experienced in handling a wide range of customer needs, the CSM is able to successfully manage relationships with a range of personalities, simultaneously delivering great outcomes for Point of Rental and our customers.

Duties and responsibilities

- Tiered call / visit cycle of key customers

- Respond to inbound customer queries and direct Point of Rental resources to assist the customer

- Communicate new release features to key customers

- Brief Sales Team on new customer sales requests

- Liaise with finance team to answer customer invoicing and payment enquiries

- Brief Support Team changes to existing customer requirements

- Develop some customer financial analysis

- Key customer relationship management

- Proactive outbound check ins for key customers

- Some office administrative tasks, as required

Qualifications and Competencies (preferred)

- Account management, customer service or customer success experience

- Experience working in software support, sales or account management

- Financial acumen

- Proficiency using technology tools such as SalesForce, Xero, Service Cloud and case management software

- Post graduate qualification in business, marketing, commerce or technology

Traits and Behaviours (preferred):

- Proactive, enthusiastic and fun

- Excellent organisational and stakeholder management skills

- Natural rapport builder

- Excellent time-management skills

- Natural curiosity and desire for self-improvement

- Outstanding written and verbal communication

- Capacity to prioritise and manage multiple, competing tasks

- People-oriented and well-presented

Success in this role

At Point of Rental, our culture and values (EPIC) form the bedrock of our success. Without measuring how we work against EPIC, we cannot effectively measure the value of the outcomes that we produce. Therefore, we must work hard at living our EPIC values every day. Success in this role is contingent on the following inputs to success;

Consistent, positive contribution to our customers, the team and company via our EPIC values;

- Empowering

- Principled

- Innovative

- Caring

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Customer Success Manager

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Job Description

Your new company:

ResearchMaster Pty Ltd is a technology business that provides a fully integrated, research management system to higher education and private research institutions throughout Australia and New Zealand. The product has been designed, developed and is maintained and supported completely from offices in Melbourne.

About the job:

• An exciting opportunity to join as a Customer Success Manager and work as an interface between the market and the ResearchMaster team, representing ‘the voice’ of the customer and aligning the product with emerging trends, influences and industry expectations.

Your new role:

Your position will see you;

• Build and maintain an advanced knowledge of the ResearchMaster Enterprise (RME) software application and provide technical leadership in relation to the Research Office suite inside ResearchMaster

• Undertake competitive analysis activities for RME including awareness of competitive products and competitor capabilities

• Ownership of and responding to client and prospect RFx notices as part of the ResearchMaster Client Team

• Build and maintain professional relationships with the RM client base and RM team through communication of product specific advice, leadership and knowledge transfer

• Assist with the facilitation of client engagement activities

• Undertake competitive analysis activities for RME including awareness of competitive products and competitor capabilities

• Prepare business cases, internal recommendations and roadmaps of Research Office product changes, enhancements or new developments.

• Establish collaborations and pre-commitments for new RME products, opportunities and enhancements with industry

• Coordinate and manage the launch of any new RME products where relevant, working with internal stakeholders to prepare comprehensive promotional plans, with defined distribution channels that include appropriate promotional and marketing messages and proactively promotes RME to customers, social media and the press

• Other duties as may be required from time to time

What you’ll need to succeed:

• A relevant tertiary degree or equivalent practical experience

• Minimum 2+ years of experience in a Client Service/ Account Management/ Customer Success role

• Demonstrated ability to deliver excellent client account service

• Proven experience in achieving set goals and completing set projects in a given timeframe

• Familiarity with windows user interface design

• Knowledge and familiarity with Microsoft operating systems

• Knowledge of relational databases (Oracle and SQL Server) and the research and development sector is highly desirable

• Proven experience working in software development/ implementation and/or working in a project environment would be advantageous

What you’ll bring to the role:

• Commitment to the highest standards of client account service

• Exemplary written and verbal communication skills, with ability to communicate clearly and concisely in plain English to a wide audience

• Ability to listen and extract key information from clients and co-workers in order to accurately resolve or escalate issues

• Ability to respond thoughtfully and appropriately in all situations to all audiences

• Ability to learn quickly in a process driven environment

• Ability to work autonomously

• High attention to detail

• Experience in representing a business at industry forums would be advantageous

• Knowledge of or experience working in the Australian education and/or research sectors would be advantageous

What’s next?

• Click the ‘Apply’ button to submit your application including a cover letter addressing how your skills and experience meet the position requirements and take the first step towards joining a reputable and innovative organisation! Please quote Job Reference: DCA/ B.

• ResearchMaster is an Equal Employment Opportunity employer committed to supporting a working environment of mutual respect, teamwork and trust and a workplace that attracts, develops and retains highly skilled people.

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Job Description

We picture you as someone who was born to use software, config comes easy, you've probably implemented talent or HR related software with partners and directly with clients. Now is the time to join a growing, entrepreneurial tech company. Your peers would say this about you:

Client centric - whether it is the client or the partner, you exist to make them successful, whatever it takes.

Project guru - You set and follow process, allow for dependencies and over communicate on where things are at, especially in the leap up to milestones.

System savvy - Configuring software is something that excites you.

Collaborative - most of your closest work colleagues are as close as they are because you make an effort, you care about achieving goals together.

Fast, fast, quick - life would be boring if things were routine and predictable, you love a few curve balls and to resolve problems quickly, that is just how you roll.

If you haven’t heard of Amer Sports before, you will know our internationally recognized brands includingWilson ,Salomon ,Arc’teryx andAtomic . Our brands specialize in high-performance, technical sports equipment and apparel, and encourage users to get outside, keep active and have fun – whether they are playing tennis or golf in the summer, or skiing in the Winter. Combine your skills and passions into one in this fast-paced and rapidly growing business, with countless possibilities for personal career development!

We’re excited to be recruiting for a casualCustomer Service Representative role within our Moorabbin Head Office. You will be responsible for delivering exceptional service to B2B accounts, brand & sales representatives by managing orders, providing solutions to enquiries, and ensuring a positive customer experience. This role serves as a key point of contact between accounts and various internal stakeholders in supporting the efficient operation of Amer Sports' premium sporting goods brands. The role casual and hours can vary between 30-38 hours per week, Monday- Friday.

Responsibilities will include:

- Process account orders accurately and efficiently through SAP & EDI order management systems, ensuring timely dispatch to the warehouse and on-time delivery of goods.
- Manage accounts, including order entry, maintenance of account details, and processing of credits.
- Respond promptly to account enquiries via phone, email, and other communication channels, providing order updates, product information, and issue resolution.
- Provide accounts with information regarding products, pricing, inventory availability, order status, and delivery timelines.
- Investigate and resolve account complaints, order discrepancies, delivery issues, returns, and warranty claims in a professional and timely manner.
- Monitor backorders and liaise with supply chain teams regarding inbound inventory and expected arrival dates to keep accounts informed.
- Support Key Account customers through EDI order management and ongoing customer service activities.
- Collaborate closely with sales teams, commercial managers, brand managers, warehouse operations, and supply chain teams to meet account requirements and service expectations.
- Maintain high service standards by meeting response time targets.
- Support accounts by providing efficient order management and account support.
- Identify opportunities to improve customer experience, operational processes, and service efficiency.
- Assist with seasonal product launches, promotional campaigns, and peak trading periods to ensure smooth business operations.

What we're looking for

- Experience in a similar role
- Availability to work upward of 30-38 hours per week, Mon- Fri
- Experience with SAP (desirable)
- Someone who is process driven
- Experience working for sporting goods (highly regarded)
- A passion for golf is always a plus!

So, who’s keen?

We’re looking to bring on board a highly effective and proactive individual who has experience of providing outstanding customer service and resolving problems. Candidates who have knowledge of our products are encouraged to apply.

No candidate will meet every single desired skill and qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

Apply today with your CV and cover letter.

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