Pipware - Client Sales and Support Consultant

5 months ago

Melbourne, Australia Partners in Performance Full time

**Partners in Performance **is a global management consulting firm that works hand-in-hand with our clients to deliver sustainable results in business performance. Our firm has real scale and a demonstrated track record with reach across Australia and New Zealand, South East Asia, Africa, North and South America, Europe and Middle East. As a Firm, we are about Unleashing Potential in our clients and our people.

**WE SOLVE, WE AUTOMATE, SO THAT OUR CLIENTS CAN PROSPER**

**BSC (Business Science Corporation)** is a technology-driven company empowering our clients through innovation. We have various offerings, all with the aim of amplifying enterprise performance.

We are looking for a Client and Sales Support Consultant to join our team on one of our software products called PIPware, developed in partnership with

PIPware currently operates on 6 continents globally, expanding across various industries including mining, manufacturing, and aviation. Over $5.6 billion is actively managed on the platform through business improvement initiatives by 15 000+ users.

**The Client and Sales Support Consultant’s main purpose is to assist future and current clients with product support.**

**RESPONSIBILITIES, ACTIVITIES AND KEY DELIVERABLES**:

- Build and maintain a close relationship with the technical Lead to ensure a High-level understanding of the Pipware Tech Stack and any new technologies introduced.
- Be available to conduct and customise demos to ensure suitability for potential clients.
- Share any product, system or security information documentation that is required by potential clients.
- Knowledge of the development program and release schedule to manage client expectations on release dates and potential delays, escalate identified risks, provide mitigation options, and immediately escalate the potential commercial impact of release schedule changes.
- Manage and clearly articulate Support requests of current clients through agreed processes and escalating priority and client needs to the Lead.
- Keep track of support request backlogs according to the agreed allocation and priority and ensure client feedback requirements are addressed timely for the team to adhere to the agreed delivery.
- Motivate for hotfix releases and manage client expectations accordingly.
- Engage clients to understand support requests, troubleshoot issues and test fixes to ensure client requests are dealt with to the client’s satisfaction.
- Deliver feature walk-through demonstrations via Ms Teams
- Build strong relationships with clients in the ANZ region and monitor client satisfaction.
- Assist in writing and updating Help documentation.
- Keep Zoho CRM data relating to ANZ clients current and accurate.
- Excellent written and verbal communication skills
- The ability to work independently and take initiative, while also being a collaborative team player
- Excellent customer service skills, ensuring a positive and seamless experience for clients.
- Strong relationship management skills, with the ability to build and maintain connections at all levels of an organization.
- High attention to detail
- Solid willingness to learn and a drive to succeed.

**Qualifications**

BCom - Information Management / System Management Experience

2-3 years experience within a client and sales support/ Business Analyst role (preferably with a software product).

AWS and SQL high-level knowledge beneficial.

Partners in Performance embraces diversity and inclusiveness. It’s a part of our culture and has been a steady focus since we started our firm over 27 years ago. If you enjoy working in a fast paced and vibrant environment and are passionate about making a real impact then we look forward to hearing from you as we continue on our exciting growth trajectory.
**Interested?

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