Digital Experience Labs (DXLabs) helps organisations rethink and redesign how work actually gets done, using process automation, enterprise decisioning and applied AI. We have been doing this in Australia for more than a decade across a range of industries and we are now part of Vection Technologies, listed on the ASX, and with huge ambitions.
We are looking for someone to join our close-knit team to look after our clients - to be the person our clients trust and come to first, and the person who cares most that we deliver on our promises, every time. Through that, you will also help retain and grow revenue.
What you will do
- Own our client relationships and run a service rhythm those clients can rely on
- Get to know each client's business and people to deepen and grow our relationship and impact
- Work closely with our partner ecosystem to source and nurture new sales opportunities
- Work with others in our team to close sales opportunities
- Protect our relationships and recurring revenue by leading our client engagement
What you will bring
- Three or more years in account management, customer success, client services and/or service delivery, ideally in technology, consulting or professional services.
- Experience owning a client relationship end to end, including regular reporting, service commitments and account planning.
- A track record of finding and developing opportunities inside existing accounts, and working them alongside a technical or executive colleague through to a signature.
- Confidence dealing with senior stakeholders. Enterprise or government client experience is an advantage.
- Working knowledge of CRM systems and the discipline to keep records accurate without being asked.
Skills that matter most
- Client relationship management and customer success
- A natural commercial acumen
- Service delivery management and running a service cadence
- Account planning and account growth
- Stakeholder engagement at executive level
- Pipeline management and lead nurturing
- Overseeing contract renewals and retention
- Solution selling in a technology or consulting environment
- Partner and channel collaboration
- Exceptional written and verbal communication
- CRM and reporting discipline
Qualifications
A tertiary qualification in business, technology or a related field is welcome but not required. We care more about how you work than what you studied. Familiarity with service management practice, ITIL or otherwise, is useful but not essential. Dual exposure to sales and customer service/success in a corporate tech environment is most valued.
What we are looking for in person
- You are organised in a way people notice. You close loops, you follow through, and neither clients nor colleagues ever have to chase you.
- People trust you quickly. You are articulate, you are easy to deal with, and you can sit with senior executives and government stakeholders and hold your own.
- You have a natural commercial instinct. You are not a hard closer and you do not need to be, but you know a good opportunity when you hear one and you are not shy about pursuing it.
- You are curious about how businesses actually work. You do not need to be technical, but you should be able to hold your end of a technical conversation and enjoy learning. Your curiosity and the actions it sparks is what will stand out to us.
Why DXLabs
We are a people-first organisation. Relationships with each other and our clients matter most to us. We are also a remote-working organisation, although we try to regroup when we can. Our team works with genuine autonomy and genuine trust, and leadership is close and supportive rather than distant.
You will report directly to our CEO, you will own your part of the business properly, and you will have an ASX-listed group behind you. It is a good team and we work hard to keep it that way. We expect a lot of ourselves, and each other.
You will be offered a competitive base salary plus superannuation, with incentives aligned with account growth and new business results. Room to grow into sales or account management role in time. Sydney or Melbourne based.
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