Government Relations and Client Engagement

INTERNAL OPPORTUNITY

About the role

This hybrid role is approximately 60% focused on customer engagement and 40% on government relations and advocacy. The position supports Infoxchange's influence and positioning within Australian Federal and State Government sectors.

Customer Engagement:

• Maintain regular, meaningful engagement with a defined portfolio of current and prospective customers, effectively communicating product capabilities and aligning with their evolving needs to maximise impact in line with our mission, thereby securing recurring and project revenues in accordance with annual targets.
• Advocating internally to integrate customer perspectives into commercial strategies.
• Overseeing government panel arrangements and procurement systems.

Government Relations:

• Develop a government relations strategy including mapping of key stakeholders and alignment of Infoxchange objectives.
• Lead government relations and advocacy efforts in partnership with the CEO and leadership team.
• Participating in government consultations, sector roundtables, and presenting in private and public forums on behalf of Infoxchange.
• Leverage and nurture our network of strategic supporters and stakeholders to amplify the Infoxchange advocacy and lobbying efforts, mitigating risks associated with a single interface and enhancing our resilience.

This dynamic and strategic hybrid role requires a proactive, collaborative approach that balances customer engagement with government relations, enabling Infoxchange to scale its impact and sustainability effectively.

Key duties and responsibilities

Customer Engagement:

• Articulate a clear, compelling understanding of Infoxchange's value proposition, presenting it confidently at customer meetings, sector events, and in government-related forums.
• Proactively develop insight and oversight of government panel arrangements, procurement processes, and funding opportunities to ensure alignment and readiness for relevant tendering processes.
• Enable lead generation through targeted outbound sales techniques, including strategic use of social media platforms to drive inbound leads that align with organisational priorities.
• Handle inbound leads effectively and customer enquiries, resulting proposals, contract renewals and variations, in line with the IX Delegations Policy for authorisation.
• Serve as the primary escalation point for customers regarding contractual performance, promptly addressing and resolving issues to maintain strong client satisfaction and retention.
• Establish and maintain strong relationships with key staff in each defined customer (see account management list), ensuring proactive engagement and tailored service delivery.
• Develop an account plan and opportunity view for each allocated customer, mapping IX products across the customer environment and planning appropriate engagement activities.
• Collaborate closely with the Marketing and Communications team to identify, capture, and amplify customer 'stories of impact' that demonstrate the tangible value and outcomes of our solutions.
• Contribute actively to strategic initiatives relevant to the role, bringing frontline customer insights and government advocacy considerations to shape organisational direction.
• Foster a customer-centric culture across internal teams by championing excellent customer service and consistently embodying our organisational values.
• Actively contribute the 'voice of the customer' to product strategy discussions, ensuring offerings meet evolving sector needs while reinforcing the 'One Organisation' approach.

Government Relations:

• Develop a government relations strategy including mapping of key stakeholders and alignment of Infoxchange objectives.
• Lead government relations and advocacy efforts in partnership with the CEO and leadership team, influencing government policies, and expanding the organisation's footprint in public sector spheres.
• Represent the organisation at government-related events, including community sector forums, delivering presentations and participating in discussions that enhance the organisation's profile, influence, and partnership opportunities.
• Participate in government consultations and respond to requests for comment on government policy and strategy papers.
• Leverage and nurture a network of organisational supporters and key stakeholders to amplify advocacy and lobbying efforts, mitigating single points of failure and enhancing organisational resilience.
• Serve as a liaison among government contacts, internal teams, and external supporters to coordinate advocacy, business development, and customer engagement strategies seamlessly.
• Perform other duties as directed and appropriate, in line with the evolving needs of the organisation and this hybrid role.

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

• Strong Commitment to the Not-for-Profit Sector: Demonstrated passion for the development and impact of the not-for-profit sector, with a clear alignment to our vision, mission, and values, including an understanding of how technology can drive sector capacity and innovation.
• Business development and opportunity identification expertise: Proven expertise in business development management, including the ability to identify, qualify, and convert opportunities across diverse customer segments, using strategic and analytical approaches.
• Government relations: Experience in public policy development, government procurement processes, and systems thinking approaches to cross-sector collaboration. Evidence of strong interpersonal and influencing skills, with knowledge and networks in government relations and advocacy.
• Experience with Technology-based products in dynamic environments: Experience working with technology-driven products and service teams, demonstrating a track record of successful business development, sales execution, and customer retention within fast-paced and customer-centric organisations.
• Advanced stakeholder and relationship management skills: Strong stakeholder management capabilities, with a demonstrated ability to develop and maintain trusted relationships with customers, partners, and internal teams, ensuring high levels of satisfaction and engagement.
• Effective engagement across diverse sectors: Knowledge and experience working with stakeholders across not-for-profit, government (Federal/State), corporate, and academic sectors, with proven ability to adapt approach for maximum impact and influence in varying contexts.
• Ability to interpret sector trends and advocate solutions: Demonstrated skill in interpreting technology, policy, and market trends - coupled with the ability to advocate for and position our products and services both with customers and in broader sector or government discussions.
• Excellent Communication, Advocacy, and Influence: Exceptional verbal and written communication skills, with a proven ability to engage, influence, and negotiate with senior internal and external stakeholders, including government officials and policy makers.
• Tertiary Qualifications: Tertiary qualifications in a relevant field are highly desirable.

Please contact Marcus Harvey if you have any questions regarding this role.