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Form of workWe are looking for a Customer Engagement Manager to join us on a permanent full-time (part-time considered) basis, based in Adelaide (with hybrid flexible model).
You 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.
If you want to join a place where diverse, smart and passionate people embrace the power of technology to improve social justice outcomes and feel supported to belong and thrive, apply today!
About the role
The objective of this role, through regular contact with the customer and prospective customers, is to ensure we are sharing information on the IX product capabilities, to maximise our impact (as per our mission), secure recurring and project revenues in line with our annual targets.
This role includes advocating internally on behalf of the customer to ensure their needs are properly considered in Infoxchange’s commercial and support responses. This role will also ensure we include the ‘voice of the customer’ across our product development activities and reinforces the ‘One Infoxchange’ approach to Customer engagement.
You will:
- Establish strong relationships with key staff in each defined customer (see account management list).
- Timely handling of inbound leads, resulting proposals, contract renewals and variations, in line with the IX Delegations Policy for authorisation.
- Act as a point of escalation contact for the customer in relation to contractual performance of obligations.
- Develop an opportunity view for each customer, mapping IX products across the customer environment and planning appropriate engagement activities.
- Have a clear understanding of the IX value proposition and be able to present this to customers directly and via participation at sector events.
- Respond in a timely manner to inbound leads and customer enquiries.
- Collaborate with the Marketing and Communications team, identify and capture customer ‘stories of impact’ that reflect our value proposition.
- Participate in strategic initiatives as agreed with the Manager, Customer Engagement and Chief Operating Officer.
- When working with IX teams, foster a positive attitude to customer service and customer relations, always representing IX 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
- Other duties as directed and appropriate to the position from time to time.
About you
To succeed in this role at Infoxchange, you will demonstrate:
- 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.
- Experience working with technology-based product and service teams including business development and execution of sales, and customer retention strategies in a rapidly growing, fast paced and customer driven environment.
- Strong stakeholder management skills and proven ability to work with internal teams to manage Customer relationships.
- Knowledge and experience working with customers and partners across the not-for-profit, government, corporate and academic sectors.
- Demonstrated ability to interpret technology and market trends to position IX & CU products and services effectively with our customers.
- Excellent verbal and written communication and influencing/negotiation
- Tertiary qualifications in an appropriate field are highly desirable
What we offer:
- A great team to work with!
- A base salary of $90,000 plus superannuation and 17.5% annual leave loading.
Salary packaging benefits to reduce your taxable income to put more money in your pocket (check out cbb.com.au).
- Other additional benefits.
We’re passionate about taking care of our employees, so working with us means that you will also enjoy:
- Flexible work arrangements (including hybrid working)
- Additional leave provisions (paid parental leave supplement, annual leave loading)
- Health & wellbeing program
- Benefits for new parents
- Great learning and development opportunities
- Employee reward and recognition program
- Carbon neutral offices
Plus, at the end of the day, you can feel good knowing you’re working for an organisation that contributes to a fairer society. Can’t beat that!
Who are we?
Infoxchange is a not-for-profit social enterprise that has been delivering technology for social justice for over 30 years. With 160 staff across Australia, we tackle the biggest social challenges through the smart and creative use of technology.
We work with community, government, and corporate partners to solve issues around homelessness, family violence, mental health, and disability, as well as supporting Indigenous communities, women, youth, and families.
Our products and services are used by over 35,000 organisations across the community sector. We provide the right tools to improve efficiency and deliver greater impact – from nation-wide service coordination systems to IT advice for individual organisations.
And through our work in digital inclusion and social innovation we use technology to empower people experiencing disadvantage, driving social inclusion, and creating stronger communities. We believe no-one should be left behind in today’s digital world.
Read more about Infoxchange in our annual report at www.infoxchange.org
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 2024 Circle Back Initiative Employer and commit to respond to every applicant who applies to work for Infoxchange.
