Client Relationship Manager

About Us Wilson Parking (part of Wilson Group) is Australia's leading parking operator, managing the nation's largest parking portfolio. With industry-leading technology, award-winning customer service and a strong commitment to innovation, we support millions of parking customers across Australia. Our culture remains true to its origins as a family business, where we invest in our people, encourage career growth and foster an inclusive and collaborative workplace. Why Choose Us? • Employer of Choice: Join a growing organisation recognised for its commitment to excellence. • Career Development: Build your commercial, customer and stakeholder management capability within a national business. • Training & Support: Work alongside experienced leaders across Sales, Operations, Technology and Customer Experience. • Recognition: Be part of a culture that celebrates success through our monthly STRIVE Awards. • Make an Impact: Play a critical role in protecting customer relationships, revenue and retention across some of Wilson Parking's most important national customers. About the Role • Melbourne-based position with national responsibility • Six-month fixed-term contract with the potential to extend • Free Parking • Competitive salary package This is not a traditional account management role. We're not looking for someone who simply checks in with clients every few months. We're looking for someone who takes ownership. Someone who sees a problem coming before the customer does. Someone who understands that customer success isn't about being reactive. It's about protecting relationships, coordinating outcomes and making sure customers feel supported, informed and valued at every stage of their journey. You'll become the central point of coordination across a national portfolio of enterprise, fleet, government and multi-bay customers. Your role is to ensure the right people are working on the right issues at the right time, and that customers always know somebody owns the outcome. If you're at your best when managing complexity, influencing stakeholders and solving problems, you'll thrive here. What the role actually involves Owning customer relationships that matter You'll manage a portfolio of national customers that represent significant commercial value to the business. These aren't transactional relationships. You'll build trusted connections with key decision-makers, finance teams, procurement contacts and operational stakeholders, ensuring customers remain engaged, supported and positioned for long-term success. Protecting revenue before it becomes a problem Customer retention isn't something that starts a month before renewal. You'll monitor account health, utilisation trends, renewal timelines and customer sentiment well in advance, identifying risks early and developing retention strategies before they become business issues. You'll spend as much time preventing problems as solving them. Coordinating outcomes across the business When customers experience challenges, they want answers. They don't care which department owns the task. That's where you come in. You'll gather information, coordinate the appropriate internal teams, manage communication, establish clear next steps and ensure matters are resolved to a confirmed outcome. You'll become the person connecting Sales, Operations, Finance, Pricing, Revenue, Technology, the Solutions Centre and the Service Hub when commercially important issues arise. Managing competing priorities without dropping the ball There will rarely be one thing happening at a time. You'll be balancing renewals, escalations, customer meetings, service issues, reporting requirements and growth opportunities across multiple accounts simultaneously. Strong organisation isn't a nice-to-have in this role. It's essential. Turning customer insights into commercial outcomes The best Customer Success Managers don't just maintain relationships. They identify opportunities. You'll analyse customer activity, service trends, portfolio health and commercial performance to help improve retention, strengthen customer outcomes and support sustainable revenue growth. What we need to see in your background • Experience in Customer Success, Account Management, Portfolio Management, Fleet Services, Sales Support or a similar commercial customer-facing environment • Proven ability to manage customer relationships and coordinate outcomes across multiple internal stakeholders • Experience managing renewals, retention activity or customer lifecycle management • Strong commercial awareness with the ability to identify revenue, service, billing or reputational risks • Excellent communication skills with the ability to manage conversations with customers and internal stakeholders alike • Strong organisational skills and the ability to manage competing priorities effectively • Experience maintaining CRM systems, account plans, customer records and reporting requirements • A proactive, solutions-focused mindset and a strong sense of ownership Highly regarded • Experience working with enterprise, government, fleet or multi-site customers • Exposure to customer retention, revenue management or commercial service environments • Experience coordinating complex issues across multiple operational teams • Strong understanding of customer journey, service delivery and account health management principles Why this role is worth your time • You'll manage some of Wilson Parking's most important customer relationships nationally • You'll have visibility across multiple parts of the business, working with leaders across Sales, Operations, Finance and Technology • You'll influence customer outcomes without being tied to transactional administration • You'll develop deep commercial and relationship management experience in a complex national environment • You'll work with a team focused on customer retention, growth and long-term success • Free parking at any Wilson site, anywhere in Australia Apply Now Apply now and join Australia's leading parking operator, where you'll play a key role in protecting customer relationships, driving retention and helping deliver exceptional customer outcomes across a national portfolio. At Wilson, we are committed to building a workforce that reflects the communities we serve. We welcome applications from people of all backgrounds and are committed to supporting Aboriginal and Torres Strait Islander peoples through meaningful employment and career opportunities. We foster an inclusive culture where innovation, collaboration and diversity are valued and celebrated.