Technical Account Manager

The Role

Are you a proactive and dynamic Technical Account Manager looking to make your mark? 

Join us and become an integral part of our journey. This role will be part of our Operational Excellence team on a 12-month fixed-term contract, offering a potential for extension or conversion based on performance and business needs. This role is open to candidates based in Melbourne.

Your key accountabilities in this role will include:

• Manage stakeholder relationships, ensuring customer satisfaction, and conducting governance and service review meetings.
• Lead training sessions and presentations to educate and engage customers, service and technology teams, and key stakeholders.
• Establish and utilize performance metrics to monitor and improve service delivery, ensuring targets are exceeded and identifying continuous improvement opportunities.
• Collaborate closely with stakeholders to ensure all services provided comply with industry standards, best practice and regulatory requirements.
• Implement effective risk and issue management, including escalation and resolution where required.
• Develop and maintain documentation and knowledge base articles to support service operations.
• Own and deliver aligned services that support Keyton’s business objectives, meeting local needs and adapting to future changes.
• Drive retention and growth among customers, evaluate and understand adoption trends and business needs.
• Provide senior L2+ remote and face to face support (including troubleshooting, issue resolution, project site work etc).

Your Background

The successful candidate will have:

• 5-10 years of demonstrated experience in Technical Account management within the IT industry, with a strong track record of customer engagement and service delivery.
• Proven background in customer-facing roles, particularly in service desk management and vendor coordination, ensuring high levels of client satisfaction and problem resolution.
• The ability to articulate complex technical concepts clearly, adjusting communication style to engage with diverse audiences, including technical managers and customers.
• An understanding of IT industry trends, technologies, and best practices to deliver effective solutions tailored to meet customer needs.
• A valid driver's license and possess own transportation, facilitating travel to customer sites and regional offices, as necessary.

Keyton Perks 

• Competitive salary
• 4x Wellbeing days off per year
• Career development and growth opportunities
• Salary sacrificing, discounted health insurance, annual vaccinations and skin checks
• Health & Wellbeing Program
• Unmind mental wellbeing app access
• Training and working with a supportive and fun team
• Community Day, Volunteer leave and purchased leave

Grow your career with Keyton

When you choose a career with Keyton, you are joining one of Australia's leading owners and operators of retirement living communities. You will be empowered to lead with heart in everything that you do.

Keyton is a place where we prioritize wellbeing, value kindness and respect everyone’s story. It is a place where you can proudly bring your full self to work every day. Where you can put ambition into action, and focus on making a difference to people’s lives.

Join us in this exciting journey, now as a standalone business, focusing on what works best for our people and customers whilst continuing to build our legacy as Keyton.

What do we do?
Our purpose is to create places where communities thrive not only for our customers but importantly for our employees.

We do this through creating safe, secure, and connected independent living communities where residents have the choice and opportunity to pursue active and social lifestyles, close to essential amenities and services.

We may have a new name and brand, but we are not new to the sector. Join our team and support our growth as the nation's premier creator, owner, and operator of vibrant purpose-built communities for independent seniors.

We are passionate about what we do - and we are always leading with heart.

Please note: The successful applicant must complete a Police Check & will be required to receive an annual flu vaccination between the months of April-October. For selected roles more physical in nature, pre-employment medical assessments may also be required prior to any employment offers being made.