Customer Success Manager

About The Role
We are seeking a detail-oriented and proactive Sales Service Executive to manage post-sales operations after the Customer Success Manager (IT MSP) has closed new business opportunities. This role ensures the smooth execution of client contracts, service agreements, invoicing, and ongoing updates, while also providing ongoing support to the BDM in business development activities.

Key Responsibilities

• Contract Management & Coordination
• Take the draft agreement from the BDM / legal templates, liaise with clients and internal stakeholders to finalize terms.
• Track and manage the contract execution process (review, signatures, versioning).
• Maintain a contract repository, ensuring all versions and amendments are documented.
• SLA / Service Agreement Finalization
• Draft, negotiate, and finalize Service Level Agreements (SLAs) with clients, specifying response times, uptime guarantees, escalation paths, etc.
• Ensure SLAs align with Interscale's service capabilities (managed IT support, cloud, cybersecurity, etc.).
• Monitor that the SLA commitments are enforceable and documented.
• Contract Amendments / Change Requests
• When a client requires additional resources, scope changes, or billing modifications, update the contract accordingly.
• Issue contract amendments, change orders, or addenda.
• Coordinate internal approvals, ensure billing and service delivery teams are looped in.
• Vendor / Provider Price Adjustments
• Monitor vendor (e.g. Microsoft, cloud providers) pricing changes, licensing changes, or contract updates.
• Propagate those changes into client contracts and billing models, notifying clients appropriately.
• Ensure that the changes maintain margin and compliance with vendor agreements.
• Invoicing & Invoice Validation
• Generate invoices for clients per contract terms (periodic, milestone-based, or usage-based).
• Validate the costing and service parameters used in the invoice against the contract and SLA to ensure correctness.
• Issue and send invoices to clients, following up on approvals and payments.
• Allied / Supporting Tasks
• Maintain clear records: contract logs, change histories, billing histories, client correspondence.
• Provide monthly or periodic reports on contract status, pending amendments, invoice aging, etc.
• Coordinate with internal teams: legal, operations/delivery, finance, support, vendor management.
• Flag risk areas (e.g. contract expiry, unapproved scope creep, billing discrepancies).
• Support to the BDM
• After deal closure, help with onboarding client requirements, collecting additional documentation, and clarifications.
• Assist in preparing proposals, presentations, or pricing change communications when needed.
• Provide feedback to BDM from contract, billing, or client adjustments to improve future proposals or sales structuring.

Requirements
Required Skills & Qualifications

Domain / Technical Knowledge

• Good understanding of IT / managed services, cloud services, cybersecurity, and software licensing, especially in the AEC / design/construction context.
• Ability to interpret technical scopes, metrics (e.g. uptime, response times), and translate them into contract terms.
• Familiarity with vendor licensing (e.g. Microsoft / Azure) and cloud cost structures, and how to recast them into client pricing.
• Knowledge of billing models (fixed, recurring, usage-based, milestone billing).

Contract, Legal & Financial Skills

• Strong grasp of contract management concepts: amendment, version control, change orders, escalation, renewals.
• Comfortable reviewing contract clauses, legal obligations, liabilities, and ensuring alignment with company policy.
• High numeracy: ability to validate and reconcile invoices, detect anomalies, and ensure billing correctness.

Soft / Interpersonal Skills

• Excellent stakeholder management: able to coordinate across clients, BDMs, legal, delivery, and finance teams.
• Strong negotiation and influencing skills.
• Excellent written and verbal communication (clear contract language, client-facing professionalism).
• Attention to detail and rigor in documentation.
• Ability to work under pressure, manage multiple contracts / tasks concurrently, meet deadlines.

Systems & Tools

• Proficiency with Microsoft Office, especially Word (contracts), Excel (billing reconciliation, reporting).
• Experience or capability to learn CRM systems, contract management systems, and document versioning systems.
• Familiarity with financial / billing / ERP tools is advantageous.
• Project/task management tools for tracking tasks and deadlines.

Personal Attributes

• Integrity, discretion, and confidentiality (handling sensitive contracts, pricing, client financials).
• Proactive mindset: anticipate issues (contract lapses, price changes) before they become problems.
• Adaptability to evolving services, technologies, and vendor models.
• Client-centric approach: focus on delivering clarity, value, and reliability to clients.
• Continuous learner: staying current on licensing, cloud, IT service models, vendor changes.

Qualification & Experience

• Bachelor's degree in Business, Law, IT, or a related field (preferred).
• 2–5 years of experience in contract management, post-sales operations, service delivery support, or sales support roles (preferably in IT/services industry).
• Experience working with IT services, cloud, and vendor licensing (a strong advantage).

What we are looking for:

• Work during Australian hours.
• Ability to go the extra mile during peak seasons.