Senior Customer Relationship Manager

2 weeks ago

Sydney, New South Wales, Australia beBeeRelationship Full time $90,000 - $120,000
Customer Success Role
We are seeking an experienced Senior Customer Relationship Manager to establish and maintain strong, long-term relationships with our Australian and New Zealand government customers. This role involves developing account strategies, identifying growth opportunities, and ensuring solutions meet evolving customer needs.

As a trusted advisor and Account Manager for key customers, you will build strong relationships with stakeholders and executive sponsors. You will also lead and support a talented account management team, fostering collaboration, guiding professional growth, and ensuring the team thrives together. This role is central to driving commercial account initiatives, connecting across the business, and creating a culture focused on customer success, retention, and sustainable growth.

Your responsibilities will include:
  • Providing employee-focused leadership, fostering engagement and a high-performing, diverse team through hiring, support, and development.
  • Acting as the trusted advisor and Account Manager for key customers, building strong, long-term relationships with stakeholders and executive sponsors.
  • Developing and executing strategic account plans to achieve revenue, customer satisfaction, and growth objectives.
  • Driving customer success, retention, and value delivery through regular reviews, performance analysis, and feedback.
  • Identifying and pursuing new business opportunities within existing accounts and through customer acquisition, including upselling and cross-selling.
  • Leading business and service reviews, aligning on strategic initiatives and performance outcomes.
  • Negotiating and managing commercial agreements and contract renewals to ensure strong, mutually beneficial partnerships.
  • Providing domain expertise in the public sector and regulated industries, delivering actionable insights and value.
  • Resolving escalations promptly to maintain customer trust and confidence.
  • Analysing customer metrics, market trends, and feedback to inform growth and product/service improvements.
  • Collaborating cross-functionally with Project Delivery, Service Delivery, Product, New Business, and Marketing teams to ensure excellent delivery and deeper customer engagement.

In order to succeed in this role, you will require:
  • A strong understanding of SaaS solutions and experience with project delivery, maintenance, and support services.
  • 8+ years' experience in account management, business development, or similar roles in a commercial environment.
  • A proven track record of managing large accounts and driving meaningful revenue growth.
  • A proven success in leading teams and supporting individuals to reach their full potential.
  • A consultative approach, with a willingness to listen, understand, and navigate complex challenges.
  • Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
  • Excellent communication, presentation, and influencing skills at all levels, including executive and C-level stakeholders.
  • Highly self-motivated, with a strong focus on customer success and solution delivery.
  • Organised and proactive, skilled in tracking issues, planning, and executing account strategies.
  • Ability to collaborate effectively within a regionally diverse team.
  • Strong negotiation skills, including experience handling commercial and contractual matters with support from internal legal teams.

At [Company], we are committed to creating a workplace where everyone can thrive. Through our diversity and inclusion initiatives, we provide a supportive community that connects, empowers, and amplifies the voices of women across the business. Our mentoring program pairs employees with experienced leaders, helping to build confidence, develop new skills, and support career growth. We value potential, learning agility, and diverse perspectives just as much as experience, and we encourage you to apply.

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