Company Description Last Yard is the retail publishing platform for pricing, promotions, and product information. Retailers connect their existing systems to Last Yard, set their rules once, and publish to every shelf ticket, electronic shelf label, digital screen, retail media placement, and online channel. At Last Yard, you’ll work with some of the brightest minds in retail technology, with tools that directly shape how modern retailers run. Because we’re a small team, you’ll own real outcomes from day one. We play the long game with our customers, look for better ways of doing things, and back ourselves to get things done. Role Description We’re looking for an Enterprise Account Manager to own the technical relationship with one of our largest enterprise retail customers. You’ll be their main technical contact and own the monthly release cycle, service health, and day-to-day account governance. You’ll report to our Chief Customer Officer and work closely with our Support, Platform, Product, and Finance teams. Purpose and Values The Enterprise Account Manager champions Last Yard's purpose, mission, and values, and brings them into how the customer’s account is run.
• Play the long game: build long-term relationships with the customer and learn their business deeply, to improve both theirs and ours.
• Think differently: find better ways to serve the customer without high cost or slow time to value.
• Show a bias to action: engage the customer’s teams regularly to drive service improvement, and act before issues escalate. Core Responsibilities What the Account Manager owns on the Enterprise customer’s account: 1) Technical Account Ownership
• Act as the SME and primary technical contact for the customer’s Applications team, BAs/SAs, and QA.
• Keep a working understanding of the customer’s configuration, integrations, environments, and roadmap.
• Participate in operational governance with the customer’s: stand-ups, weekly reviews, backlog grooming, and planning sessions.




• Prepare and present operational excellence updates (incidents, defects, SLA performance, trends) at monthly planning sessions and QBRs. 2) Release and Change Management
• Own the monthly release calendar and agree release dates with the customer.
• Run enhancement intake: requirement walkthroughs, readiness checks on requirements and assets, and handover to developers.
• Collate estimates with Development and QA, and provide them to the customer.
• Provide the customer with Core and Support change documentation, and keep the external Woolworths run sheet up to date.
• Supervise deployments, including post-release validation and triage.
• Negotiate scope, delivery date, or deferral when a release is at risk.
• Coordinate expedited deployments and infrastructure changes that sit outside the standard release. 3) Support, Incidents and Service Health
• Ensure defects and problems are actioned within contracted SLAs and root-cause deadlines.
• Lead P1/P2 incidents: secure resources, run customer communications, write the PIR, and coordinate root cause fixes.
• Make sure the customer’s on-call roster, alerting, and monitoring are in place.
• Review monitoring and alert output and decide what needs action or customer communication.
• Review monthly supplier and SLA reporting before it goes to the customer. 4) Commercial and Professional Services
• Track professional services hours against the customer’s agreement.
• Decide whether service requests are in-scope support or chargeable professional services.
• Raise release and PS invoices once sign-off is received, and apply contracted increases such as annual CPI.




• Review third-party and usage invoices tied to the customer.
• Identify growth and innovation opportunities with the customer and raise them with the CCO. 5) Knowledge and Continuous Improvement
• Keep account documentation and knowledge sources current, so others can step in.
• Bring the customer’s best practices to other Last Yard customer projects, and advise on them when asked.
• Share product gaps and feature ideas from the customer with the Product team. About You
• A minimum of 5 years in enterprise account management, application support, or release management at a SaaS or enterprise software company.
• Experience running release cycles and change management with large enterprise customers.
• Experience managing incidents and writing post-incident reviews.
• Technical enough to read logs, query data, understand integrations, and hold your own with engineers.
• A clear communicator who can negotiate scope, dates, and cost while maintaining a strong relationship.
• Highly organised and calm under pressure, including on release nights.
• Retail technology experience is a bonus. Why Join Us
• Real ownership of a flagship enterprise account, backed by a close-knit team across Product, Platform and Support.
• Room to grow, with regular 1:1s, a development plan shaped around your goals, and the chance to influence how we work with our largest customers.
• A learning budget to build your skills in the areas you’re most passionate about.
• Versatile working, splitting your time between home and the customer’s Sydney offices, as part of a Perth-based team.
• A paid wellness day each year to recharge, whether that’s a hike or a day in bed.
• A paid day off on your birthday to treat yourself and do something you love.
• A culture built on our values: play the long game, think differently, and show a bias to action. If this sounds like the kind of work you'd enjoy, we'd love to hear from you. Applicants must have full working rights in Australia.

📌 Enterprise Account Manager (Sydney)
🏢 Last Yard
📍 Sydney