Who We Are
At .id (informed decisions), we believe that where you live should not limit your access to essential services like housing, healthcare, and education.
For over 27 years, we've been driven by a vision of creating thriving, inclusive communities through data-driven insights and human-centered decision-making.
We combine the best of artificial intelligence and human expertise to empower decision-makers with the tools, knowledge, and confidence to build sustainable, well-planned communities. Our team of passionate geographers, urban planners, economists, valuers, social researchers, and data scientists work alongside cutting-edge technology to provide actionable insights that lead to informed, bold decisions.
Our approach connects data with the stories of people and place - delivering an independent fact base that not only drives growth but fosters opportunity for all.
The Role
The Client Service Lead (Queensland & Northern Territory) is responsible for managing and growing relationships with government clients across QLD and the NT, with a strong focus on local government. This role acts as the primary point of contact for the organisation's products and services - ensuring client satisfaction, strong engagement, and clear alignment to strategic and operational priorities.
The role also supports increased product adoption, identifies growth opportunities, and champions client needs internally. A key component is maintaining a strong understanding of the institutions, policies, and funding environments that shape place-based decision-making in Queensland and the Northern Territory, and strategically positioning the organisation's services with other levels of government and influential agencies (including Queensland Government departments and NT Government agencies, as well as relevant Commonwealth bodies with a presence or remit in northern Australia / Queensland).
Key Responsibilities – For the Client
1) Build and Maintain Relationships
* Establish trusted, long-term relationships with client representatives, serving as the primary contact for all organisational products and services.
* Engagement:
Conduct regular check-ins to understand product usage, address concerns, and proactively resolve issues.
* Capability Building:
Support clients to maximise product value through onboarding, training sessions, and ongoing enablement.
* Insights Briefings:
Coordinate expert-led briefings on relevant QLD/NT topics as part of contracts or as additional paid services.
2) Understand Client Needs
* Build relationships with senior decision-makers to understand strategic priorities, pressures, and evolving needs across QLD and NT contexts (including regional, remote, and fast-growth areas).
* Gather feedback and identify opportunities for product improvement so solutions remain relevant, practical, and high-impact.
3) Contract Administration and Renewal
* Manage renewals end-to-end, ensuring a smooth process and minimal friction for clients.
* Identify opportunities to consolidate, extend, or reshape contracts to better match client priorities and budget cycles.
4) Identify Opportunities for Growth
* Use knowledge of client goals and operating environments to identify and propose additional products or services.
* Present data-driven recommendations using case studies, outcomes, and usage patterns to demonstrate value and fit.
5) Introduce New Products
* Provide tailored recommendations for complementary products and services during check-ins, reviews, and planning cycles.
* Partner with subject-matter experts and product teams to support the introduction of new offerings relevant to QLD/NT priorities.
* Align new products to client needs in a value-led, consultative way that supports retention and expansion.
6) Pilot New Solutions
* Collaborate with select QLD/NT clients to pilot innovative solutions or service models (with or without fees).
* Manage pilots effectively to demonstrate outcomes, strengthen relationships, and inform scalable go-to-market approaches.
Key Responsibilities – For the Organisation
1) Collaborate with Internal Teams
* Work closely with Customer Success / SMEs, Product, Marketing, and Consulting to ensure messaging reflects QLD/NT realities and client feedback.
* Provide actionable insights from client conversations to guide product development, roadmap decisions, and service design.
2) Advocate for Clients
* Represent client priorities internally and ensure they are clearly reflected in product and service discussions.
* Help shape solutions that deliver measurable value aligned to local government and regional development objectives in QLD and the NT.
3) Maintain Accurate Records
* Use CRM tools (e.g., HubSpot) to document engagement, track usage, and manage opportunities/pipelines.
* Report on account health, retention, adoption, and expansion opportunities to leadership.
Regional Expertise (Queensland & Northern Territory)
1) Understand the QLD/NT Government Context
* Maintain current knowledge of policy settings, economic conditions, service delivery challenges, and infrastructure/land use priorities across QLD and the NT.
* Bring a strong understanding of the diversity of council contexts - from high-growth SEQ corridors to regional and remote communities, including unique NT governance and service delivery realities.
* Serve as a regional subject-matter expert, clearly connecting the organisation's offerings to state/territory priorities and local outcomes.
2) Extend Relationships Beyond Local Government
* Strengthen and extend relationships beyond local government into relevant Queensland Government departments, NT Government agencies, and regionally significant Commonwealth bodies.
* Position the organisation as a trusted partner in place-based decision-making across northern and regional Australia - supporting clients to make evidence-informed planning, investment, and community outcomes decisions.
How You'll Be Measured
You'll be measured on outcomes, not micromanagement:
* The number and quality of new leads generated
* Conversion of qualified opportunities into active pipelines
* Contribution to insight-sharing and collaboration across the growth team
* Accuracy and discipline in CRM management
Why You'll Love Working Here
At .id, you'll sell a product that genuinely matters - one that influences billion-dollar infrastructure decisions and community outcomes across Australia and New Zealand.
You'll join a growth team that's ambitious but grounded - people who care deeply about doing good work and doing it well. We offer:
* Career development and mentoring
, including pathways into strategic sales or business development leadership
* Income protection insurance
from day one
* Paid parental leave
and extra leave options - including our Christmas–New Year shutdown and Summer Fridays
* A
vibrant, purpose-led culture
that values learning, autonomy, and team success