Customer Success Director

4 weeks ago

Sydney, New South Wales, Australia Partale Talent Full time
Customer Success Director - Employee Share PlansCustomer Success Director - Employee Share Plans

2 days ago Be among the first 25 applicants

Direct message the job poster from Partale Talent

Elevating your team, accelerating your career.

Sydney, CBD

Full Time, Permanent Opportunity

About our client

Our client is a leading provider of registry, employee share plans and fund administration, solutions in Australia. With a strong focus on innovation, compliance, and client service. The business supports a growing portfolio of funds across various asset classes, including property, listed and private equity, credit, and venture capital.

About the role

The Client Services Director - Employee Share Plans is responsible for ensuring an exceptional client experience in the management and execution of our clients Employee Share Plan (ESP) services. This role will oversee client onboarding, relationship management, service delivery, and ongoing client success initiatives to drive engagement, retention, and growth within the ESP segment.

Key responsibilities

Client Success & Strategic Relationship Management

  • Lead Customer Success for Employee Share Plans, focusing on a client-first approach to boost satisfaction and long-term value.
  • Manage executive relationships with key clients, providing proactive solutions that align with their business goals.
  • Act as a senior point of contact for complex issues, ensuring quick resolution and maintaining a reputation for excellent service.

Operational Excellence & Service Delivery

  • Oversee the administration of Employee Share Plans, ensuring accuracy, efficiency, and compliance.
  • Partner with cross-functional teams to optimize service delivery and platform performance.
  • Define and implement best-practice frameworks for all aspects of ESP administration.

Client Onboarding & Platform Adoption

  • Lead the end-to-end onboarding for new clients, ensuring a high-quality experience.
  • Design and deliver training programs to accelerate platform adoption and maximise value.
  • Use data to identify pain points and enhance the overall client experience.

Growth, Retention & Strategic Expansion

  • Drive client growth through cross-sell and upsell initiatives.
  • Develop strategies to foster loyalty, reduce churn, and extend client value.
  • Collaborate with Sales, Marketing, and Product teams on go-to-market strategies.
  • Establish and scale a Trustee Office to support client needs and enhance governance.

Leadership & Capability Development

  • Lead a high-performing Customer Success team with expertise in Employee Share Plans.
  • Cultivate a performance-driven culture focused on accountability and client outcomes.
  • Implement development programs to upskill the team in client management and compliance.

Risk, Compliance & Governance

  • Ensure all ESP services adhere to legal, regulatory, and corporate governance standards.
  • Monitor industry and regulatory changes, adapting processes and communication as needed.
  • Implement proactive risk management strategies to identify and mitigate potential issues.

About our ideal candidate

Our client is looking for a highly reliable and trustworthy professional who acts with integrity and takes accountability for their work. You have a strong attention to detail, consistently delivering high-quality results while managing competing priorities and meeting deadlines.

This individual excels at building and maintaining positive stakeholder relationships, using diplomacy to navigate challenging situations. They demonstrate strong risk management skills and exercise sound judgment in their decision-making, providing confident guidance to others.

Experience

  • Minimum 8–10 years' experience in equity plan administration, with at least 3–5 years in a leadership or client-facing role in financial services,
  • Experience overseeing the operational delivery of share plan services, including onboarding, administration, and reporting.
  • Strong leadership experience, with a track record of building and developing high-performing client service or operations teams.
  • Familiarity with share plan administration platforms and collaboration tools (e.g. JIRA, Confluence, Excel).
  • Strong background in regulatory compliance and risk management and corporate governance within Employee Share Plans.

Skills

  • Proven experience managing or advising on Employee Share Plans (e.g. RSUs, Options, Performance Rights) in a listed or unlisted company environment.
  • Strong understanding of Australian ESP regulatory frameworks (ASIC, ATO, Corporations Act) and equity plan compliance requirements.
  • Demonstrated success leading client relationships at a senior level, including issue resolution, retention, and account growth.
  • You'll have a direct hand in shaping the organisational structure and driving the success of the business through your decisions.
  • Collaborative culture with a strong focus on mentorship and development.
  • Competitive remuneration and flexible working arrangements.

How to apply

Apply via this job advert and ensure a copy of your resume has been attached. If you have any questions, you can reach out to Chloe on cbaker@partaletalent.com.au

Seniority level
  • Seniority levelDirector
Employment type
  • Employment typeFull-time
Job function
  • Job functionCustomer Service, Finance, and Management
  • IndustriesFinancial Services, Business Consulting and Services, and Funds and Trusts

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