Since 1996 Centrered has been part of the Canberra community providing quality managed IT and professional services. Our core values are critical to our continued success and underpin our approach to all aspects of our work.

About Your Team

Client Success encompasses the partnership lifecycle of Centrered. They build trust with our clients and provide the link to a wholistic exceptional experience across the whole business. Their success allows the business to continue to invest in itself.

About your Role

As a CSM you work closely with a portfolio of clients ensuring they have the best-in-class service and IT solutions that drive their business' forward. With regular client visits and working closely with all stakeholders understanding our client’s needs, you will further help build and develop your client base.

Your Day to Day

Within this role, allocated tasks will vary with specific clients; including, but not limited to:

 Build strong client partnerships, especially with key client stakeholders and sponsors.

 Manage nominated clients to the extent that their organisation’s IT needs are entirely met by Centrered.

 Maintain and enhance existing client relationships by providing consistent, responsive, and professional levels of service.

 Act as the key point of contact for each nominated client.

 Establish and maintain Client Success Plans with monthly and quarterly meetings for your clients.

 On a regular basis and when required, proactively conduct strategic account reviews with all nominated clients to review their service needs and usage trends, and to identify products and pricing that meet client needs and business objectives.

 Identify accounts whose revenue may be diminishing to address any ‘at risk’ clients and reach out to those clients to ensure they are retained.

 Address all product-related queries in a timely manner.

 Build and manage a sales pipeline for nominated clients.

 Prepare and follow up quotes and proposals for nominated clients.

 Identify potential opportunities with new and existing clients that are in line with Centrered’s strategy and convert this to new business.

 Lead teamwork and collaboration for the success of clients through the POD or any other structure(s) in place.

 Where required, assist the Sales Coordinator with scoping of complex proposals and solutions.

 Analyse client systems and advise upgrades or additional features to meet their requirements.

 Where required, be involved in nominated client projects to ensure successful completion.

 Assist to develop and streamline Client Success policies, processes, and procedures.

 Support the growth and development of Centrered.

 Actively engage and role model collaborative work practices within team and with other teams.

Your Technical Skills

You will have these or be able to work towards:

 Strong Customer Service attitudes and knowledge

 Product and services knowledge

 Microsoft 365, Microsoft Azure and Copilot for Microsoft 365 fundamentals

 Key Account Management fundamentals

 Business analysis and requirements gathering

 Communicating with Influence

Administrative Tasks

 Ensure accurate timesheet, billing, and configuration records are maintained in the ConnectWise

Platform.

 Ensure at least 85% of billable activity is entered into your timesheet each day.

 Ensure client documentation is always updated.

 Complete reviews of documents prior to release to customers.