At CEnet (Catholic Education Network), we are a purpose-driven NFP organisation dedicated to supporting Catholic Education. We empower our member dioceses by providing innovative IT services and fostering a collaborative environment where insights and solutions are shared for the collective benefit of students and educators.
The role
The Customer Engagement Manager is primarily responsible for the retention, satisfaction, and commercial growth of CEnet's existing customer base. This role owns the commercial relationship lifecycle, ensuring that customers extract maximum value from the use of CEnet services.
This is a senior role within the Partnerships function that bridges the gap between "Sales" and "Delivery," acting as the vital "Voice of the Customer" to ensure our roadmaps are shaped by actual needs
Key Responsibilities
Account Management: Act as the primary point of contact for CIOs and Business Managers, developing annual Customer Engagement Plans (CEPs) aligned with their strategic priorities
Quarterly Business Reviews (QBRs): Schedule and facilitate QBRs to present "Services Value Reports," demonstrating ROI, security efficacy, and educational impact.
Retention & Growth: Proactively manage the renewal pipeline to ensure 100% retention while identifying opportunities for service growth and adoption.
Customer Advocacy: Act as the primary triage point for major service issues and provide member feedback to the Executive Team and Board.
SLA Oversight: Review Service Level Agreement performance transparency and collaborate with Service Delivery teams on remediation plans where gaps exist
About you
You are a strategic relationship builder who understands the balance between commercial outcomes and customer success. You will have:
- A degree in Business, IT, Communications, or a related discipline, or substantial equivalent experience in a related role
- Proven experience in account management, customer success or service delivery management, preferably within the technology or education sectors
- Strong understanding of customer lifecycle management, managing contract renewals, negotiating variations, and identifying commercial growth opportunities within existing contracts
- A commitment to the mission of Catholic education and the ability to act as a credible advocate for CEnet's values and shared services model
- Excellent interpersonal and negotiation skills, with the ability to build trust with external partners, vendors, and internal stakeholders
Let’s talk about working at CEnet
At CEnet, you’ll thrive with career growth through regular feedback and a supportive environment. Enjoy 7-hour workdays, flexible work and access to salary packaging, and extra time off, including additional leave between Christmas and New Year. Benefit from competitive pay above the Wollongong average, and an office near the beach with wellness perks. Join us for a balanced, rewarding work experience!
At CEnet, you'll thrive alongside a passionate, high-performing team dedicated to exceeding expectations for both our customers and each other!
For a copy of the Position Description please email peopleandculture@cenet.catholic.edu.au