Client Experience Manager
Full-time | Location: Coffs Harbour NSW (Hybrid/Onsite)
Our client, a well-established Managed Services Provider, is seeking an experienced Client Experience Manager to lead its account management function and drive outstanding customer outcomes. This role combines strategic client leadership, team management, and commercial accountability.
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About the Role
You will lead key client relationships, guide long-term technology planning, and ensure clients receive exceptional service and value. This position also oversees a small team, fostering a high-performing, client-focused culture that supports business growth.
About You
• Strong customer-focused mindset with a passion for building relationships
• Experience in account management, customer success, or similar ICT/MSP environment
• Excellent communication, presentation, and stakeholder engagement skills
• Ability to lead teams in a fast-paced, service-driven environment
• Strong organisational skills and high attention to detail
• Proficiency with CRM tools and commercial processes
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Key Responsibilities
Strategic Client Management
• Manage executive-level relationships across key ICT clients
• Lead strategic planning, QBRs, roadmaps, and risk reviews
• Translate client needs into clear requirements for internal teams
• Communicate service value through reporting and regular engagement
Leadership & Team Development
• Lead and mentor Account Managers and Sales Support
• Set KPIs, performance standards, and development plans
• Oversee proposals, CRM discipline, pipeline accuracy, and deal strategy
Commercial Oversight
• Drive revenue growth through renewals, upsell, and cross-sell opportunities
• Review proposals and SOWs; support contract discussions
• Maintain accurate forecasting across recurring and project services
Service Delivery & Client Advocacy
• Partner with Service Delivery to uphold SLAs and client satisfaction
• Manage communications during escalations or major incidents
• Lead improvement initiatives using CSAT, NPS, and service insights
Operational & Financial Governance
• Ensure accuracy in billing, renewals, and contract management
• Monitor profitability and cost-to-serve across client accounts
• Oversee commercial compliance and escalate risks where necessary
Process & Collaboration
• Enhance sales, delivery, and account management workflows
• Ensure consistency in ConnectWise usage and documentation
• Coordinate with Sales, Service Delivery, Operations, and Marketing
• Support alignment with product, architecture, and service roadmaps
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About You
• Strong customer-focused mindset with a passion for building relationships
• Experience in account management, customer success, or similar ICT/MSP environment
• Excellent communication, presentation, and stakeholder engagement skills
• Ability to lead teams in a fast-paced, service-driven environment
• Strong organisational skills and high attention to detail
• Proficiency with CRM tools and commercial processes