Job Info

Location: BRISBANE CITY, QLD

Salary: Above Award

Job Type: Permanent position | Full time position

Job Description

Salary - $140,000 - $150,000 Fulltime PURPOSE – Purpose of this role is to manage and strengthen strategic enterprise client relationships across Australia and Recent Zealand, ensuring successful implementation, adoption and ongoing optimization of the client’s platform. The position involves analyzing business needs, managing end-to-end implementation projects, enhancing client engagement and retention, identifying opportunities for account growth, and developing regional account management processes.

1. KEY RESPONSIBILITIES 1.1 Enterprise account ownership

- Conduct stakeholder interviews, workshops and requirement-gathering sessions to translate business needs into clear functional requirements and system specifications.
- Act as the senior point of contact and escalation for client executives and build and maintain relationships at C-suite and functional-head level within each account.
- Hold end-to-end accountability for a portfolio of key enterprise accounts across Australia and

New Zealand.

- Own the account plan for each key account, including commercial health, contract scope, renewal strategy and governance cadence.
- Prepare and present periodic account reviews and executive updates to both client leadership and internal leadership.
- Provide guidance and assistance to stakeholders in evaluating business requirements and supporting system-related project decisions.

1.2 Implementation and program management

- Program manage the end-to-end implementation of the platform for enterprise clients in the region, covering discovery and scoping, statement of work definition, solution design sign-off, milestone planning, user acceptance testing,



go-live and hypercare.
- Evaluate current workflows and recommend optimal business practices, system functionality and process enhancements to improve operational efficiency.
- Define, baseline and track implementation milestones; identify risks, dependencies and slippage early and drive mitigation.
- Control scope and manage change requests, including impact assessment, client agreement and commercial treatment.
- Support the evaluation and implementation of process improvements, ensuring alignment with business objectives and stakeholder expectations

1.3 Customer success, adoption and retention

- Own customer health for the regional portfolio, including product adoption, active usage, Net Promoter Score and overall satisfaction.
- Apply project management methodologies, principles and techniques to support the planning, coordination and implementation of enterprise platform projects across the region.
- Establish and run the governance rhythm with each account — operational reviews, monthly business reviews and quarterly business reviews.
- Own the support and ticketing operating model for regional accounts, including reporting structures, service levels, escalation paths and closure tracking.
- Own gross revenue retention and renewal outcomes across the portfolio.

1.4 Revenue growth and account expansion

- Identify,



qualify and develop expansion opportunities within existing accounts by understanding client operational problems and mapping them to platform capability.
- Build the business case and value proposition for each opportunity, including commercial modelling and return-on-investment analysis.
- Lead commercial discussions on pricing, statements of work and contract variations, with support from client leadership.
- Investigate system issues and discrepancies, work with developers to identify root causes, and support the implementation of appropriate resolutions.
- Transition accounts from an implementation-led engagement model to a growth-led account management model as they mature.

1.5 Regional market establishment

- As the first account management appointment in Oceania, establish the regional account management operating model — playbooks, governance templates, reporting standards, escalation matrices and delivery processes.
- Represent the voice of the Oceania customer in global product roadmap prioritization.
- Develop clear documentation outlining business requirements, system behavior, workflows and functional processes for use by developers and other project stakeholders.
- Conduct training sessions and provide guidance to end users on system functionality, updated business processes and operational procedures.
- Act as a central reference point for business and system-related information, supporting users in understanding system functionality and resolving process-related queries.
- Support market development in the region, including reference customers, case studies and client advocacy, and provide account insight to the sales function.
- Ensure delivery and account practices meet regional expectations and any applicable local compliance requirements.

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