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Client Success Partner - Inbound

NetVault
1 day ago
Full-time
On-site
Brisbane QLD

ROLE: Client Success Partner - Keep Our Clients, Own the Relationship

LOCATION: Brisbane CBD

POSITION: Full Time

 
Are you a dynamic IT professional ready to make an impact in the telecommunications industry? NetVault, a leading provider of internet, telephony, and cloud solutions for businesses, is seeking an Internal Client Success Partner to join our expanding team. Operating from 14 core data centres around Australia and New Zealand, and 32 auxiliary data centres around the globe, this is an exciting opportunity to work with an award-winning company known for delivering cutting-edge technologies and exceptional customer service.

We are not a faceless provider. We are a team that knows our clients by name and believes that the quality of a relationship is what keeps a client for life. We're growing, and we're looking for someone to grow with us.
 

About the role:

This is a retention and relationship role for someone who genuinely loves talking to clients and solving problems - not just logging tickets.

You'll own a portfolio of 800+ business accounts. Your job is to keep them happy, renew their contracts before they expire and make sure that when they call NetVault, they feel like they called a business that actually cares.

You won't be stuck on a script. You'll have real ownership, real relationships and real impact on weather this business retains its clients.


A Day in This Role Looks Like:
  • Providing quotes to clients that call in, or email in requesting telecommunications services
  • Picking up the phone to a client who's frustrated about their invoice - and turning that conversation into a renewed contract.
  • Proactively calling accounts flagged as at-risk before they have a reason to leave
  • Updating your renewal pipeline and flagging upcoming contracts due to expire, so that nothing slips through the cracks. 
  • Sitting in on a team check-in and calling out a product or billing pattern that keeps coming up - because fixing the root cause is part of the job too.

Our Core Values: 

Our organisation is guided by a clear set of core values that shape how we work, make decisions, and support one another. These values form the foundation of our culture and are expected to be upheld by all employees in their daily work and interaction:

Accountability
We own our choices, support each other, and follow through, because we share responsibility for our team’s success.

Respect
We treat everyone with dignity, value different perspectives and uphold a culture where respectful, appropriate language is the norm.

Optimism
We choose a positive outlook, recognise effort, inspire one another and see positivity in every challenge.

Integrity
We act with honesty and fairness, respect confidentiality and uphold what’s right, because our choices define who we are


Requirements

You're Right for This Role if:
  • You have 2+ years in customer retention, account management or customer success in a B2B environment.
  • You're a natural on the phone - warm, professional, and not afraid of a tough conversation.
  • You've managed renewal and re-contract conversations before and know how to close them.
  • You keep your CRM immaculate because you understand that good records protect good relationships
  • Telco, ISP or IT services experience is a bonus - but curiosity about technology matters more than credentials.


Benefits

What’s on Offer:

  • Enjoy an attractive starting salary, negotiable based on your skills and experience.
  • Supportive Culture: Be part of a team that values family principles and celebrates successes.
  • A real portfolio, real ownership and a team that has your back.
  • A Professial Development Plan (PDP) to help you learn and grow in the sales and client success arena.
  • A business that's investing in it's client success function - this role has room to grow.
  • Benefit from various incentives, including overseas and local trips, awards, conferences, and monthly drinks, all part of our winning culture.
  • Work-Life Balance: Business hours from Monday to Friday, 8:00 am – 5:00 pm.