Customer Relations Manager Hybrid

About AARNet

Australia’s Academic and Research Network (AARNet) was established in 1989 and is widely regarded as the founder of the Internet in Australia and renowned as the architect, builder and operator of world-class network infrastructure for research and education.

We are Australia’s National Research and Education Network (NREN). We connect over one million users—researchers, faculty, staff and students—at institutions across Australia, supporting education and research across a diverse range disciplines including high energy physics, climate science, genomics, radio astronomy and the arts.

Nationally, AARNet interconnects Australian universities, the CSIRO, and other organisations who have a research and education mission, or with whom the education and research sector interacts. These include hospitals, vocational training providers, schools and museums. Internationally, AARNet interconnects the Australian Research and Education (R & E) community to the world – and continuously develops new capabilities and partnerships to facilitate seamless data access and transfer.

AARNet also offers a suite of supporting applications to our customers. These include network and collaboration services such as eduroam, FileSender, Globus and Zoom, that enable innovation in the delivery of research and education.

We are an organisation of innovators, doers, and courageous thinkers. We are not constrained by traditional products and solutions and we constantly strive to build the solutions that our customers will need tomorrow – today. If you have the imagination, foresight and drive to build the future why not come and join us?

The Role

The Manager, Customer Relations, is responsible for growing and strengthening AARNet’s customer relationships across NSW. This role combines account management, business development, customer advocacy and operational leadership to ensure customers achieve maximum value from AARNet’s services. This role encompasses both the account management and sales functions for AARNet.

You will serve as a trusted advisor to customers, identifying new opportunities, managing strategic relationships, and coordinating internal teams to deliver exceptional customer outcomes. You will also act as a senior escalation point, helping to resolve complex operational and service delivery challenges and ensuring customers remain informed and supported throughout their journey.

This role specifically leads engagement with current and prospective AARNet customers in NSW and as such the position is based in Sydney. There may be occasional travel within Australia and overseas.

This role suits someone who is naturally curious, commercially minded, proactive and highly self-motivated. You'll enjoy taking ownership, building strong relationships, solving complex problems and identifying opportunities to improve both customer outcomes and business performance.

Responsibilities

Customer Growth & Business Development

• Act as a trusted advisor to customers, developing a deep understanding of their strategic priorities, operational challenges and future needs, while identifying opportunities for AARNet to deliver additional value and support.
• Identify, qualify and secure new business opportunities across the assigned region.
• Build and maintain strong relationships with existing and prospective customers.
• Understand customer priorities, challenges and future requirements to identify opportunities for AARNet services.
• Represent AARNet at industry events, conferences and customer engagements.

Account Management

• Act as the primary relationship manager for customer accounts.
• Develop trusted advisor relationships with executive, operational and technical stakeholders.
• Lead regular account reviews and customer engagement activities.
• Monitor customer satisfaction and proactively address emerging issues and risks.
• Support contract renewals, service expansions and commercial discussions.

Customer Advocacy & Service Excellence

• Act as an escalation point for customer operational and service delivery issues.
• Coordinate internal teams to drive timely resolution of customer concerns.
• Champion customer outcomes across the organisation and advocate for continuous improvement.
• Provide customer reporting and insights as required.

Collaboration & Strategic Contribution

• Partner with Product, Infrastructure, Operations and Government Relations teams to identify emerging customer needs and market opportunities.
• Contribute customer insights to the development of new products and services.
• Support the development of case studies, success stories and customer references.
• Contribute to strategic planning and organisational initiatives.

Expertise, Experience & Qualifications

Essential

• Relevant tertiary qualifications or equivalent professional experience.
• Demonstrated success in account management, customer success, business development or relationship management roles.
• Proven ability to build and maintain trusted relationships with a diverse range of stakeholders.
• Experience managing complex customer issues and driving positive outcomes.
• Strong commercial acumen and customer-focused mindset.
• Excellent written, verbal and presentation skills.
• Ability to influence and collaborate across multiple teams and stakeholder groups.

Highly Desirable

• Experience within the research, education, technology or telecommunications sectors.
• Understanding of networking, cloud, cyber security or related technology services. 

What Success Looks Like

We're looking for someone who:

• Takes ownership and follows through.
• Enjoys working with and meeting new customers.
• Is naturally curious and enjoys learning about customers, technology and emerging trends.
• Proactively identifies opportunities and acts on them.
• Builds credibility and trust with customers and colleagues.
• Remains calm and solutions-focused when managing complex issues.
• Can navigate ambiguity and make informed decisions.
• Balances commercial outcomes with exceptional customer experience.
• Enjoys working autonomously while remaining highly collaborative.
• Continuously looks for ways to improve processes, outcomes and relationships.

AARNet is committed to building a diverse and inclusive workforce. We encourage applications from people of all backgrounds, experiences and identities. If you're excited about this role but don't meet every requirement, we'd still love to hear from you.

Conditions of employment

AARNet is committed to diversity and providing equal opportunity to all. We’re a great place to work if you want to make a difference.

AARNet provides competitive remuneration and a host of other benefits including:

• 17% superannuation;
• Flexible work options;
• Options to purchase additional Annual Leave;
• 24 weeks paid – Maternity Leave;
• 24 weeks paid – Adoption Leave;
• 16 weeks paid – Paternity Leave;
• 20 days paid – Family & Domestic Violence Leave;
• 4 weeks paid – Death of a Child Leave;
• 4 weeks paid – Death of a Close Family Member Leave;
• 5 days paid – Natural Disaster Leave;
• Strong Equal Opportunity focus;
• Sector leader in Social Responsibility and Ethics; and
• A culture and company structure that allows your career to grow with access to leading edge technologies