Customer Relationship Lead

**Hi, we’re PEXA**

Every time a house is bought, sold or refinanced in Australia your lawyer, conveyancer and lender will most likely use a digital platform to settle your property, this is where we come in. PEXA’s world-first digital settlement platform has revolutionised the way we exchange property in Australia helping over 20,000 people a week safely settle their homes. And this is just the beginning. Our data and insights are helping organisations unlock the intel they need to drive change and possibilities.

Since starting our journey in 2010, we now employ a team of over 1,000 people working across multiple continents. We’re still growing, innovating and looking ahead, but behind our greatest achievements, there is a team of curious creators and big thinkers. That’s why, we’re looking for ambitious people like yourself to join the team.

**Unlock Your Potential as a Customer Relationship Lead (WA)**

Are you a relationship-building extraordinaire with a knack for understanding customer needs and delivering tailored solutions? Join our team as a Customer Relationship Lead (WA) and embark on a journey of growth and excellence. In this pivotal role, you'll work closely with our esteemed PEXA Practitioner customers across Western Australia. Your mission? To provide purposeful relationship management that aligns with our strategic goals, brand proposition, and core values. You'll dive deep into understanding our practitioner customer base, managing high-volume transactions with ease, and support their growth by introducing needs-based solutions and generating leads.

Your impact will extend beyond individual accounts as you coordinate and participate in industry events, demonstrating leadership in pilots, workshops, and product releases. Reporting to the Senior Manager of Customer Relationships, you'll holistically support the Western Australian jurisdiction, ensuring optimal impact with our Practitioner Customers and Industry Stakeholders. If you're a driven professional with a passion for building lasting relationships, a knack for understanding customer needs, and a commitment to continuous growth, this role is your opportunity to shine.

**What you’ll be doing**:

- You will play a pivotal role in fostering strong relationships with our valued customers, ensuring their satisfaction and loyalty. Your primary responsibilities will revolve around maintaining productive partnerships with practitioner customers, ensuring they receive exceptional service levels. You will develop relationships with new and existing customers, gaining a deep understanding of their business needs, and driving increased utilization of PEXA's innovative products.
- Planning and conducting appointments, communications, and periodic account reviews with customers will be crucial aspects of your role. You will actively canvass potential customers, converting leads and driving increased utilization of PEXA's products and services, as measured by set targets. Additionally, you will represent PEXA at industry events, projecting a knowledgeable, efficient, and professional image to target markets.
- Resolving customer issues, queries, and transaction blockers will be a key responsibility, acting as the first point of escalation. You will advocate for and deliver data insights to drive innovation and behavior change in our customers' businesses, serving as a feedback conduit between our customers and internal PEXA teams. Addressing practitioner customer concerns and ensuring timely resolution of issues, followed by comprehensive follow-up, will be paramount.
- Maintaining excellent working relationships across all key stakeholders within PEXA, including Customer Solution Specialists and Success Specialists, will be essential to ensure a well-coordinated approach to serving and selling to customers. You will support and collaborate with the General Manager - Practitioners on an as-needed basis.

**What you’ll bring to the table**:

- We seek an ambitious Customer Relationship Lead who thrives on building connections and delivering innovative solutions. Your background in FinTech, PropTech, legal or conveyancing will allow you to navigate our industry and speak the language of clients. A self-starter with an ability to identify business challenges and promote creative solutions.
- You must have a current driver's license and be based in Perth, as you'll be required to travel frequently to meet clients across the region. Influencing and negotiating with a growth mindset is second nature. You articulate our offerings with clarity, track progress, and identify new opportunities to pursue. Your entrepreneurial spirit enables you to understand customer issues fully and work tirelessly until resolved.
- Above all, you are customer-centric with a positive, proactive attitude. Excellent communication skills, detail orientation, and collaboration abilities are essential. Confident in your abilities, you ask thought-provoking questio