Customer Engagement Manger

Infoxchange is a registered charity and social enterprise where diverse, smart and passionate people embrace the power of technology, to improve social justice outcomes and enable others to feel supported to belong and thrive.

We are also proudly recognised as a Great Place to Work certified employer and we are also on the Great Place to Work's Best Workplaces for Women list

We are seeking a Customer Engagement Manager who will be responsible for relationship management across a defined list of key customers and for the acquisition of strategic new customers, as agreed in the annual account management plan, or as new opportunities present themselves.

This is a permanent full-time position (hybrid working model), based in either Melbourne, Adelaide or Brisbane.

Key duties and responsibilities

• Have a clear understanding of the IX value proposition, products/services and be able to present this to customers directly and via participation at sector events.
• Handle inbound leads effectively and customer enquiries, resulting proposals, contract renewals and variations, in line with the Infoxchange Delegations Policy for authorisation.
• Establish strong relationships with key staff in each defined customer (see account management list).
• Develop an account plan and opportunity view for each customer, mapping Infoxchange products across the customer environment and planning appropriate engagement activities.
• Maximise the satisfaction and the value provided by our services for your customers.
• Act as a point of escalation contact for the customer in relation to contractual performance of obligations.
• Collaborate with the Marketing and Communications team, identify and capture customer 'stories of impact' that reflect our value proposition.
• Lead or participate in strategic initiatives as agreed, including developing our 'Voice of the Customer' program.
• When working with Infoxchange teams, foster a positive attitude to customer service and customer relations, always representing Infoxchange Values.
• Represent the Infoxchange at community sector related forums and deliver presentations on the work we do, as agreed from time to time.
• Contribute to Infoxchange product strategy as the voice of the of the customer.

Key selection criteria

To succeed in this role at Infoxchange, you will demonstrate:

1. Passionate commitment to the development of the not-for-profit sector including an understanding of technology as a driver in sector capacity development and alignment to the vision, mission and values of Infoxchange.
   
2. Experience working with technology-based product and service teams including business development and execution of sales, account management, and customer retention strategies in a rapidly growing, fast paced and customer driven environment.
   
3. Experience establishing or leading a Voice of the Customer program is highly desirable
4. Tertiary qualifications in an appropriate field are highly desirable
5. Strong stakeholder and account management skills, with a proven ability to work with internal teams to manage customer relationships.
6. Knowledge and experience working with customers and partners across the not for profit, government, corporate and academic sectors.
7. Demonstrated ability to interpret technology and market trends to position Infoxchange and Connecting Up products and services effectively with our customers.
8. Excellent verbal and written communication and influencing/ negotiation skills.

What do we offer?

As well as enjoying the rewards and satisfaction of working within an NFP, and as a Great Place to Work certified employer, we also offer additional benefits such as Salary Packaging, Annual Leave Loading, Hybrid-working, welcoming office and many more.

Excited by this opportunity and ready to make a difference? Apply today

Applicants for this role must be Australian citizens or permanent residents. Temporary and bridging visa holders are not eligible for permanent positions. 

Read more about Infoxchange in our annual report at Infoxchange Annual Report 2024

Infoxchange is committed to growing teams with diverse skills, abilities, and experiences. We welcome applications from people of all ages, abilities and cultures, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, people living with disability, people from the LGBTQI+ community, parents and carers.

We are a 2025 Circle Back Initiative Employer and commit to respond to every applicant who applies to work for Infoxchange.