Overview:

Trellis Technologies an Adelaide based Software and Data-as-a-Service that operates in the “E” of the ESG space. We support organisations to speed up their sustainability journey towards net-zero targets and utility / resource optimisation.Trellis leverages various technologies to intercept, process and interpret large volumes of financial grade data to support business and government make better data-based decisions, boost sustainability, optimise operations and ultimately achieve better environmental and financial outcomes.

We are looking for a full-time Customer Success Manager (ICT Account Manager) to join the team. This position is a full-time ongoing position based in Adelaide – SA.

Main Tasks:

1) Client Relationship Management

·Serve as the primary point of contact for an assigned client portfolio

·Conduct regular meetings (in-person and virtual) to assess satisfaction, address concerns, and maintain client engagement

·Act as a liaison between clients and internal teams to resolve issues and align with client objectives

·Assess client needs and explain how Trellis' services can meet their requirements

·Investigate and resolve client issues to ensure a positive experience and ongoing product adoption

2) Client Data Onboarding & Implementation

·Lead the onboarding process for new clients, including training, documentation, and progress monitoring while coordinating between CS, Data Ops and Engineering

·Establish data requirements, formats, and quality standards with clients

·Configure client data pipelines in collaboration with Data Ops team

·Validate historical data uploads and ensure successful integration

·Document client-specific data configurations and processing requirements

3) Renewals and Commercial Support

·Assist with client renewals, including proposal drafting, negotiations, and contract management

·Maintain accurate records of client agreements and renewal timelines

4) Cross-Selling and Upselling

·Identify opportunities for additional service offerings based on client needs

·Maintain up-to-date knowledge of Trellis' and competitors' products and services

5) Data Quality & Technical Support

·Perform data quality assessments and validation checks before allocation

·Troubleshoot data processing issues using SQL and data manipulation tools

·Guide clients on data preparation, formatting, and template compliance

·Identify patterns in data errors and recommend process improvements

·Collaborate with Engineering to resolve system extraction errors

6) Process Improvement & Automation

·Assess client data sources and recommend automation opportunities

·Test and validate new data processing tools and features

·Create and maintain data processing documentation and standard operating procedures

·Champion adoption of automated tools over manual processing

7) Client Enablement & Self-Service

·Train clients on data upload tools, validation processes, and self-service capabilities

·Develop client-facing materials (guides, templates, troubleshooting documents)

·Support pilot programmes for client self-service with key accounts

·Provide ongoing technical support as clients transition to self-management

·Gather client feedback on tools and processes to inform product development

8) Cross-Functional Collaboration

·Act as primary liaison between CS, Data Ops, and Engineering for client data issues

·Escalate system errors to Engineering with detailed diagnostics

·Coordinate with Data Ops on Holding Area triage and resolution prioritisation

·Provide client context and requirements to inform tool development priorities

·Maintain strong relationships with CS Managers to ensure service continuity

Required/Relevant Qualifications & Work Experience:

-Relevant Bachelor’s degree, and a minimum of 1 year’ full time work experience in the industry within the past 5 years;

5 years’ work experience in the industry to substitute the formal qualification.

Required/Relevant Skills & Knowledge:

Technical Skills

Proficient in data manipulation, and validation

Advanced Excel skills including Power Query for data transformation

Understanding of data pipelines, ETL processes, and validation frameworks

Comfortable working with APIs, data formats (CSV, JSON, XML), and file structures

Knowledge of emissions factors and sustainability data (or ability to learn quickly)

Analytical & Problem-Solving

Strong diagnostic skills to identify root causes of data issues

Ability to analyse complex data patterns and recommend solutions

Process improvement mindset focused on efficiency and scalability

Attention to detail whilst maintaining perspective on business priorities

Communication & Relationship Management

Ability to translate technical concepts for non-technical clients

Strong written communication for documentation and client training materials

Collaborative approach to working across technical and commercial teams

Client-focused mindset with understanding of customer success principles

Ability to manage client expectations during transformation

Project & Change Management

Experience managing onboarding projects with multiple stakeholders

Ability to prioritise competing demands and meet deadlines

Adaptability to work in transformational environment with evolving processes

Proactive attitude toward learning new systems and tools

Annual salary will be between $76,500.00 to $80,000.00 (plus superannuation) depending on level of experience.

Job Types: Full-time, Permanent