Client Engagement Manager

1 week ago

Sydney, New South Wales, Australia Circular Economy Systems Full time

Description:

About the role


At CES, we have ambitious targets to keep billions of drink containers out of landfill and transform them into resources that can be used again and again.


Reporting to the Head of Product, in this role you will work closely with our Container Deposit Scheme clients across Australia and help grow our business by strengthening client relationships, improving ways of working and enabling delivery of key product initiatives.


As the strategic Client Engagement Manager at CES, you will own the client relationships for CES Products and partner closely with our Head of Product, Product Managers, Engineering and CES Service teams to deliver great product outcomes for our clients.


You'll ensure we understand and are effectively prioritising client strategic and tactical needs and you'll manage key stakeholder relationships and regular client meetings.

You will build a deep understanding of our business model, products, roadmaps and capabilities, and be able to accurately represent this to clients.


You'll hold both CES and our clients accountable to our contractual and commercial promises, and manage sensitive communication and escalations (eg commercial, contractual or operational).

You'll assess and improve our cross-organisational ways of working, and ensure our executive team is briefed for C-level client engagements.


Although you won't directly manage Service incident response, you'll work closely with the Services team to manage communication and resolve issues around Client operational impacts.


Key deliverables of the role include:
Build strong client relationships at all levels and a deep understanding of client business strategies, priorities and needs, translating this internally for CES Product and broader IT teams
Understand and represent CES product roadmaps to clients and look for design partnership opportunities.
Understand and accurately represent CES's capabilities, capacity and potential constraints, including inter-departmental dependencies and impacts.
Guide client initiatives through the IT operating model, from idea to build.

Lead preparation for and run periodic client IT meetings, including communicating all client reporting (eg project status, SLA performance and budget tracking).

Manage the CES client relationship within the agreed ways of working, contractual terms and business policies.
Guide CES clients through the annual strategic portfolio planning process.

Represent client and user problems and opportunities internally at quarterly portfolio and business planning cycles, working across the business to ensure solutions that meet our client needs.

Work closely with IT Services to support urgent IT issues and related client communication
Own cross-client (panel) opportunities and forums, facilitating periodic workshops to unpack strategies & initiatives.
Develop a strategy for User Groups as our client base grows.

If you are an experienced software Client Engagement Manager with a strong understanding of product strategy and the SDLC lifecycle, an experienced SaaS or Systems Account Manager with a strong product focus who does not enjoy the sales side of account management or a senior Product Manager who loves client engagement and pulling together different internal groups to drive value-adding initiatives forward, this could be an ideal fit for you - come and make a difference in an environmentally focused, growing organisation

Skills and Experiences:

About you:

You have 5+ years' experience in Account Manager or Client Engagement Manager roles or similar.
You have 2+ years' experience working for a Systems Implementor or SaaS organisation.

You have excellent verbal and written communication skills, including ability to create and present high quality client facing documents and presentations.

You have managed strategic relationships for technology and/or software development projects.
You have a high attention to detail, ownership of your outcomes, and you are action and delivery orientated.
You are comfortable with ambiguity and complex inter-dependencies.
Managing stakeholders and navigating the politics of delivery engagements is a strength for you.
You are passionate about enabling change and can work with technical and non-technical people to do so.

You have the capability to influence a variety of stakeholders, maintaining high stakeholder satisfaction through consistent communications to manage expectations.

You're able to travel interstate from time to time for in-person client engagement (up to once a quarter).

About CES

Accelerating the transition to a circular economy


We are proud to be an active contributor in the circular economy through container deposit schemes (10c refund for eligible drink containers).

We help our scheme partners to recycle close to 10 million drink containers every day, diverting them from landfill into the circular economy.

Our technology and services enable the circular lif

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