Customer Experience Manager in Sydney

Location: Sydney

Employment Type: Maternity Cover (9 months fixed contract) Remote

The Customer Experience Manager is responsible for oversight and management of PharosIQ’s clients, who are vendors for some of the largest technology firms in the world. This role focuses on the development of close relationships with these contacts, instilling trust and delivering results that encourage them to grow and expand their business with PharosIQ. Utilising solid leadership, communication, and project management skills to work effectively with Sales and other internal teams will lead to the success of the chosen applicant. Emphasis is placed on timely project turnaround and creating a frictionless customer experience.

Core Duties & Responsibilities:

• Client Focus Accountabilities include customer relationships, customer satisfaction, team leadership, new business development, creative thinking for/with clients and the design and execution of the account's overall strategy.
• Manage day-to-day client communications, timely conflict or concern resolution and completion of client deliverables in accordance with the SOW.
• Demonstrate passion for the technology industry and our clients, showing a solid understanding of the value proposition for each of our clients’ solutions.
• Proactively probe for client needs to identify best approaches to provide value and grow the relationship.
• Ensure that the work being delivered by PharosIQ is within the scope of the SOW, and initiate discussion with client contact if a change to the SOW may be required.
• Manage difficult and complex issues engaging the Customer Experience VP where appropriate.
• Anticipate client questions and have thought out answers/solutions.
• Seek opportunities to grow the use of PharosIQ’s services within assigned accounts to generate new business opportunities and Partner extensions.
• Continually develop and maintain knowledge, e.g., industry competition and current events, consumer trends, and inform client where appropriate.

Internal Focus:

• Work closely with the Sales Manager in efforts to grow revenue to meet and exceed corporate objectives.
• Manage supporting account resources, ensuring that their contributions are providing value to the account team and the client.
• Enable account team to launch programs within or accelerating SLAs.
• Monitor all program execution to ensure team has the proper level of support to deliver in a timely and profitable manner.
• Partner with Sales Manager to own client call agenda and program updates.
• Monitor and assess Customer Feedback for region, creating positive snapshots.
• Share expertise on EMEAR market with Sales Manager(s) to maintain client growth in region.

Desired Skills & Experience Qualifications:

• Specific interest, knowledge of and experience working in technology.
• Strong customer service orientation and the ability to foster long-term client relationships.
• Exceptional interpersonal skills and the ability to work independently as well as in a team environment.
• High organizational skills, the ability to prioritize workload and manage multiple projects in a deadline driven environment.
• Ability to motivate and lead others in the development, direction and completion of marketing projects/campaigns.
• Proficiency with MS Office (Word, Excel, PowerPoint), Siebel and other basic desktop applications (i.e. MS Outlook, Exchange, internet tools, etc.) is assumed.
• Strong command of the English language, speaking, reading, writing.

Experience & Education:

• Bachelor’s degree (BA/BS) from an accredited college or university preferred.
• A minimum of 1-2 years relevant progressive experience in the account management/services field within technology industry, or a similar industry is strongly preferred (relevant internship experience accepted).
• Equivalent combination of education and experience may be considered.

As part of the onboarding process, the company (PharosIQ) may conduct background checks which may consist of prior employment verification, professional reference checks, education confirmation and/or criminal record and credit checks. PharosIQ is an EOE. PharosIQ are an equal opportunity employer. We are committed to welcoming all people regardless of age, disability, gender identity, race, faith or belief, sexual orientation, or socioeconomic background.

Application Support:

PharosIQ is committed to a fair recruitment & selection process. PharosIQ will make reasonable adjustments for individuals that need assistance with the application or interview due to disability, neurodivergence or other conditions that you feel may affect your performance. Please speak to your recruiter in confidence.