Lanrex
Customer Success Account Manager (Remote)
Customer Success Account Manager | Lanrex |Australia
About Lanrex
Lanrex is a leading Managed Services Provider with expertise inconsulting, solution design, project management, and managed services.Based in Macquarie Park, we have partnerships across Australia, where wedeliver IT solutions with a customer-focused approach.
We have strength in Tier 1 vendors and distributors with partnerships...
Customer Success Account Manager | Lanrex | Australia
About Lanrex
Lanrex is a leading Managed Services Provider with expertise in consulting, solution design, project management, and managed services. Based in Macquarie Park, we have partnerships across Australia, where we deliver IT solutions with a customer-focused approach.
We have strength in Tier 1 vendors and distributors with partnerships enabling our team of industry-recognised skilled consultants and engineers. Our operations allow us to provide genuine partnered advice, while delivering innovative technical solutions, leaning on industry-leading customer service.
The Opportunity
As Lanrex continues to expand, we’re looking for a professional Client Relationship Account Manager to join our Customer Success Team in located in the Sydney office. This role isn’t strictly sales-focused; it’s all about building a trusted, long-term relationship through strategic guidance, proactive service management, and a commitment to customer satisfaction.
Our approach is relationship-driven. We believe genuine success comes from achieving real results for our clients with integrity and a dedication to service. As a part of the Lanrex Customer Success Team, you’ll be accountable to a client portfolio and deliver high-quality partnership actions through managing the client engagements and program of works.
Role Overview
As a Client Relationship Account Manager at Lanrex, you will:
- Act as a vCIO, ensuring efficient outcomes and aligning clients’ IT and business strategies through Lanrex’s delivery teams.
- Work strategically with clients, managing IT Service Agreements in partnership with Lanrex’s Service Delivery and Global Support teams to deliver the Partner Program and exceed client expectations.
- Identify and guide improvements in technology offerings within the portfolio of clients, while facilitating discussions on solutions to increase engagement.
- Oversee procurement needs with the Lanrex procurement team, managing quotes, annuities, order tracking and proposals.
- Collaborate with the Professional Services delivery teams to ensure execution of projects, while providing guidance and escalation as required to support the project delivery success and completion.
Key Responsibilities
- Provide management and review of Service Agreements, including renewals, billing, and regular service reports.
- Review and present monthly Managed Services reports, track performance improvements and measures
- Conduct quarterly ICT Strategy and Security Reviews with clients.
- Oversee project delivery and engage Solution Architects and Senior Engineers to develop and present client proposals and reports.
- Ensure accurate time recordings and billing, and work with the Accounts Team for timely invoice payments.
- Assist with vendor relationships and engagements on behalf of Lanrex and clients.
- Drive overall client satisfaction, involving the Service Delivery Manager in reviewing client satisfaction survey results to improve our service quality.
Essential Qualifications and Experience
- 3+ years’ experience as a Client Services Manager or Account Manager in IT Managed Services, with diverse organisational experience highly regarded.
- A solid technical background in IT solutions and technology; previous experience in systems engineering is advantageous.
- Exemplary communication and collaboration skills, with proven experience in writing proposals and reports.
- Sound business acumen, comfortable engaging in executive-level discussions on ICT strategy.
- Experience in ICT service delivery, with knowledge of ITIL principles (ITIL certification is a plus).
- Proven experience in understanding client business needs and developing effective ICT strategies, budgets and solutions.
- Familiarity with Managed Services platforms, tools, and project management.
- Excellent time management skills and organisational abilities.
- A track record of delivering results that meet or exceed client expectations.
- Strong planning and organisational skills, with the ability to proactively engage technical resources.
Personal Traits
- Team Player: Collaboration and teamwork are key to Lanrex’s success.
- Ownership Mindset: Proactive with a strong sense of responsibility and accountability.
- Emotional Intelligence: Able to build solid, meaningful relationships with both clients and the Lanrex team.
- Organised & Focused: Self-motivated, highly focused, and able to thrive in a fast-paced environment.
- Customer-Centric: Driven by a passion for customer satisfaction, continuous improvement, and attention to client needs.
Join Lanrex and be part of a company that values its people and clients, putting service and relationships at the heart of everything we do.
