Senior Manager Customer Relationships
Melbourne
Customer and Commercial – Practitioners /
Permanent /
Hybrid
Hi, we’re PEXA
Every time a house is bought, sold or refinanced in Australia your lawyer, conveyancer and lender will most likely use a digital platform to settle your property, this is where we come in. PEXA’s world-first digital settlement platform has revolutionised the way we exchange property in Australia helping over 20,000 people a week safely settle their homes. And this is just the beginning. Our data and insights are helping organisations unlock the intel they need to drive change and possibilities.
Since starting our journey in 2010, we now employ a team of over 1,000 people working across multiple continents. We’re still growing, innovating and looking ahead, but behind our greatest achievements, there is a team of curious creators and big thinkers. That’s why, we’re looking for ambitious people like yourself to join the team.
About The Role
As a member of the Practitioner Team, this leadership role has overall accountability to build and nurture relationships with PEXA’s high value practitioner customers, amplify our position as trusted industry partner, and deepen relationships that continue to be reflected in share of wallet and outstanding customer experience.
The role will optimise our company's operating capabilities, employ strategies to maximize customer satisfaction, lead our team of high-performing customer relationship professionals to be efficient, productive, and effective.
Responsible for leading and driving the national customer engagement strategy with localised approach.
This role is accountable for maintaining and promoting our Brand proposition via PEXA’s established engagement channels, and managing a number of key accounts in the markets the role supports.
This Senior Leader plays a critical role in the leadership of their team to deepen relationships, build a strong coaching culture, capability and talent pipeline. They are responsible for operating disciplines and data across markets to manage capacity, leave, escalations, and contribute to national customer initiatives.
What you'll be doing
- Member of the Practitioner Leadership Team – lead with an Enterprise collective view first, supporting the development and delivery of the company strategy and a commitment to building a high-performance culture.
- Strategic adviser – a key contributor to group strategy and execution. Particular focus on customer engagement, product design, activation, utilization of PEXA products and offerings, and matters relevant to business activities in the property sector.
- Develop strategic relationships – build strong partnerships with key customers and governing bodies where relevant. This is key to anticipating future needs and requirements.
- Implement the Practitioner segment strategy and plan aligned with Group strategy, KPIs and targets and develop deliverable plans to achieve those KPIs and targets. The plan will provide and reflect a deep understanding of Practitioner customers and their needs, potential opportunities for PEXA to satisfy additional customer needs, and priorities.
- Develop deliverable account plans for each major customer (or target) and manage engagement with the customer and internal stakeholders to deliver on those plans.
- Leadership and development of the team, building capability of people and systems with a focus on quality, achieving targets and ensuring a learning and coaching culture to achieve continuous improvement.
- Drive pipeline opportunities and support identifying customer needs.
- Work closely with Sales Operations Manager to validate data, manage performance, improve utilisation of Salesforce, and drive a high sales performance culture.
- Review and document current processes, procedures and best practice in Account Management disciplines.
- Develop Training and professional development plans in conjunction with PEXA Academy.
- Operational budgets (including cost controls and management), monitor performance with tracking software and take corrective measures when necessary, and prepare detailed updates and forecasts.
- Ownership of Crisis Management of Customer segment.
- Represent Practitioners in business planning and release management.
- Represent a knowledgeable, efficient and professional image of PEXA to target markets by handling business in a respectful and professional manner.
- Proactively conduct periodic account reviews with customers, PEXA operations and technology people that includes proactive service reporting and relative account billing review.
- Monitor subscriber usage of PEXA and develop a co-ordinated response to issues as they arise.
- Oversee the completion of performance reviews, engagement surveys in a prudent manner.
- Assessing and implementing improved processes and new technologies, and collaborating with management regarding the implementation of these improvements. Employing various initiatives to coach employees to optimize their capabilities.
- Co-ordinate subscribers’ issues in all internal PEXA design and development forums.
- Address practitioner concerns and ensure resolution of issues in a timely manner with follow up where required.
- Management and development of the team.
- Optimise positive exposure for PEXA products and activities.
What you'll bring to the table
- Proven leadership capability to lead and manage teams including geographically dispersed teams (desirable).
- Ability to identify emerging trends and their implication and integrate into strategic plans.
- Ability to role model PEXA values and behaviours.
- Subject matter expertise and experience within the Property Legal Services Sector ideally conveyancing including the knowledge of how legal practitioners and licensed conveyancers operate and make decisions.
- Strong Account Management and Change Management skills.
- Ability to think strategically and develop robust repeatable plans to meet PEXA’s aggressive business plan.
- Ability to develop and grow team members to achieve their full potential while at PEXA and for their careers beyond PEXA.
- Demonstrated strategic and operational inputs within the context of a growing business.
- Experience developing and executing revenue/growth plans and delivering results.
- Have proven success and a natural ability to build value driven relationships internally and externally.
- Demonstrated experience communicating, both verbally and in writing, in a succinct, professional and responsive manner to deliver customer centric results.
- Solid analytical skills with the ability to quickly grasp new concepts and apply these concepts into targeted solutions.
- Prior experience facilitating detailed interactive workshops with new customers.
- Proven ability to build solid relationships with key stakeholders across multiple lines of business and diverse geographies.
- Strong background in Account Management / Relationship roles.
- Exposure to sales leadership and methodology.
- Proven capacity to promote and sell new concepts.
- Proven ability to facilitate project outcomes.
- Must have current driver’s license and be willing and able to travel.
- Strength in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
- Strong leadership and team building skills.
- High aptitude and ability to identify business problems & promote solutions.
- Strong ability to understand and work through customer issues to resolution.
- Strong ability to influence and negotiate with a growth mindset.
- Demonstrated ability in articulating product offering, value propositions and tracking against progress.
#LI-DB1
A career at PEXA starts with you!
If you think you have the required skills, an appetite to learn and would be a great fit, we’d love to hear from you – even if you don’t tick all the boxes. At PEXA we support your growth and help you discover your full potential.
Why join us
• Flexibility is in our DNA, with no set office days – work from any location in Australia
• Your holistic wellbeing is important to us. Enjoy meditation, yoga, boxing classes and a wellness day each month to recharge!
• We know that work is just one aspect of your life. That’s why we offer up to 12 weeks ‘workcation’ for you to extend personal travel time and work remotely
• Take the opportunity to purchase up to four weeks additional annual leave per year
• Learn from the best and upskill with PEXA Academy certifications and grow your career
Our commitment to our people and a better future
At PEXA we want you to embrace your best self each day, creating an environment where everyone can contribute and participate, so that every person can reach their full potential. We want our people to feel equally valued, supported and celebrated. With market-leading benefits that make a difference, we’re committed to supporting individuals, families and carers. Your culture, gender, sexual orientation, language and other attributes make you unique! We couldn't be prouder to have a team that reflects the richness of our wider community.
We’re a proud ‘Circle Back Initiative’ Employer and commit to responding to every applicant.
Stay Connected
A career at PEXA is exciting, challenging and rewarding, and we’re always on the lookout for talented individuals to join the team. You can learn more about life at PEXA on our website and social channels too.
