A day in the life The role of Customer Relationship Lead (NSW, ACT), is to work closely with PEXA Practitioner customers in these jurisdictions to provide ongoing purposeful relationship management that is aligned to PEXA’s strategic goals, brand proposition and values.   This role will need to have an extensive understanding of PEXA’s Practitioner customers and support and grow the customers business and client base, by understanding their needs and introducing needs-based solutions.   The remit of the role expects coordination and participation at industry events, and demonstrating leadership in pilots and workshops on enhancements, and product releases when they arise.   Reporting to Senior Manager Customer Relationships, this role will holistically support the NSW and ACT jurisdictions to ensure optimal impact with our Practitioner Customers and Industry Stakeholders (eg. Law Societies and AICs). #LI-DB1 What you'll be doing - Maintain trusted, effective and productive relationships with practitioner customers to ensure loyalty, retention, and satisfaction with PEXA’s service levels. - Develop relationships with new and existing customers, understanding the customers business needs to drive increased utilisation of PEXA’s products. - Provide operational reports and tailored insights to customer base on enhancements, functionality, and new products. - Planning and conducting appointments & communications with customers aligned to retention strategy. - Canvass potential customers, converting leads as measured by set targets. - Proactively convert leads in an efficient manner, as measured by set targets. - Drive increased utilization of PEXA Products and Services measured by set targets. - Represent a knowledgeable, efficient, and professional image of PEXA to target markets by handling business in a respectful and professional manner. - Advocate and deliver data insights, to drive behaviour and innovation in our customers’ businesses.  - Act as a feedback conduit between our customers and internal PEXA teams. - Address practitioner concerns and ensure resolution of issues in a timely manner and follow up where required.  - Owning and resolving outcomes for customer issues, queries and blockers for transactions – ie. First point of escalation. - Support and close out customer feedback – Core platform & product feedback loops. What you'll bring to the table - Strong background in relationship management. - Legal/Conveyancing background desirable.  - Must have current driver’s license and be willing and able to travel. - 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.