About the Role
This is a client-facing role focused on relationship management, client success, account growth and proactive communication with existing clients.
The successful candidate will work closely with our technical team, management team and client services team to ensure clients are regularly engaged, understand the value being delivered, and have a clear pathway for future technology planning.
A key part of the role will involve supporting existing clients in Grafton and the Clarence Valley, including helping clients transition to ClubIT’s proactive Nevo service model where appropriate. The role will also support client engagement across the Northern Rivers, including regular communication, business reviews, reporting follow-up and account management.
This is not a high-pressure cold sales role. It is best suited to someone who is confident with people, commercially aware, organised, proactive, and capable of building trusted relationships with business owners, managers and decision makers.
The role involves regular travel across the Northern Rivers region(Between our Alstonville and Grafton offices) and requires a NSW drivers license.
Key Responsibilities
Client Relationship Management
Build and maintain strong relationships with existing ClubIT clients.
Act as a regular point of contact for assigned clients.
Schedule and complete client check-ins, business reviews and follow-up meetings.
Ensure key clients have clear next actions, documented relationship notes and regular engagement.
Identify client concerns, risks or dissatisfaction early and escalate where required.
Work with the technical team to help clients understand recommendations, risks and opportunities.
Support client retention by ensuring clients clearly understand the value being delivered by ClubIT.
Grafton / Clarence Valley Account Support
Spend regular time supporting existing clients in the Grafton and Clarence Valley region.
Work with local technical staff to understand client environments, history and relationship context.
Assist with transitioning suitable existing clients to ClubIT’s Nevo managed service model.
Maintain a structured pipeline of client meetings, opportunities, follow-ups and next actions.
Support local client engagement and relationship-building activities.
Identify warm opportunities for additional services, projects or account growth.
Nevo Pulse, Reporting and Client Value
Help roll out and promote ClubIT’s Nevo Pulse client reporting platform.
Follow up with clients on monthly reports, recommendations and technology planning items.
Assist clients in understanding cyber security, compliance, hardware lifecycle, Microsoft 365, backup, and other technology recommendations.
Help ensure client reports, business reviews and recommendations lead to clear actions.
Support the review and follow-up of client technology roadmaps and planned ICT expenditure.
Account Growth and Opportunity Follow-Up
Identify opportunities for clients to improve their technology, security, reliability or efficiency.
Work with the technical and quoting teams to progress recommendations into proposals where appropriate.
Track client opportunities, approvals, deferrals and follow-up actions.
Help ensure risks identified by the technical team are clearly communicated to clients in business-friendly language.
Support agreement renewals, service upgrades and project opportunities from existing clients.
Client Communications
Assist with regular client communications, including client updates, newsletters, campaign emails and education pieces.
Help communicate ClubIT’s value, service improvements, security updates and technology recommendations to clients.
Support client engagement campaigns focused on retention, education and account growth.
Assist with case studies, testimonials and success stories where appropriate.
Internal Coordination
Work closely with technical staff, client services, quoting/project staff and management.
Maintain accurate notes, follow-ups and client information in internal systems.
Attend internal account review and growth meetings.
Provide regular reporting on client engagement, Grafton conversion activity, opportunities, risks and outcomes.
Help create a more structured and repeatable client relationship management process across the business.
Key Outcomes for the Role
Success in this role will include:
Stronger and more consistent relationships with existing clients.
Improved client retention and satisfaction.
Increased adoption of ClubIT’s Nevo service model.
Improved communication of value to clients.
Better follow-up on client reports, recommendations and technology roadmaps.
More proactive identification of account growth and project opportunities.
Clearer visibility over client health, relationship activity and next actions.
Reduced reliance on senior management for day-to-day client relationship follow-up.
Skills and Experience
The ideal candidate will have experience in one or more of the following areas:
Account management
Client success
Relationship management
Business development with existing clients
Professional services
Technology, telecommunications or managed services
B2B customer service or client management
Client communications or business administration
Experience in IT or managed services is highly regarded, but not essential. The most important qualities are strong relationship skills, commercial awareness, organisation, follow-through and the ability to communicate clearly with business clients.
Required Skills
Strong interpersonal and relationship-building skills.
Confidence communicating with business owners, managers and decision makers.
Strong written and verbal communication skills.
High level of organisation and follow-up discipline.
Ability to manage multiple clients, actions and priorities.
Commercial awareness and ability to identify client needs.
Ability to translate technical recommendations into business-friendly language.
Comfortable using business systems, CRM tools, reporting platforms and Microsoft 365.
Willingness to learn ClubIT’s service model, systems and client base.
Current Australian driver’s licence and ability to travel regularly to client sites, including Grafton / Clarence Valley.
Personal Attributes
We are looking for someone who is:
Relationship-focused.
Proactive and organised.
Professionally confident.
Reliable with follow-up.
Commercially minded.
Calm under pressure.
Comfortable working with technical teams and business clients.
Able to build trust with clients over time.
Process-driven but practical.
Focused on client value, not just activity.
What We Offer
A key client-facing role in a growing regional technology business.
The opportunity to work with established clients across the Northern Rivers and Clarence Valley.
A role focused on relationship building, client value and business improvement.
Support from an experienced technical team.
The opportunity to help shape and improve ClubIT’s client success and account management systems.
Competitive salary based on experience.
How to Apply
Please apply with your resume and a brief cover letter outlining your experience in client relationship management, account management, customer success, business development or a related role.