Account Management Leader

At Best Practice Software, our vision is communities connected with care. We’re achieving this through our mission to build a culture people love, where:

• we value customers,
• we work together for success,
• we are accountable for our actions,
• we innovate for the future, and
• we celebrate diversity and inclusion.

If you share our vision and values, please consider this exciting career opportunity to join our growing team in Bundaberg, Queensland.

You’re unique, and we value that.

As an Account Management Leader, we’ll call on your unique talents, skills, expertise, and experience to:

• Lead, coach and develop the Account Management team, setting clear expectations and daily priorities, ensuring adequate phone and workflow coverage, monitoring quality and performance, and building individual capability while holding people accountable for their deliverables.
• Own the subscription and account administration process end-to-end, including customer invoicing and accounts receivable in line with policy, product registration and licence key generation and distribution, quote preparation, and requests for add-on products.
• Manage inbound customer contact and enquiry handling so calls, emails and requests are responded to within agreed service levels and to a consistently professional standard, personally handling escalated or sensitive customer matters through to resolution.
• Oversee customer enablement administration – welcome packs, outbound welcome and follow-up calls, and educating customers on our learning aids, including tutorials, webinars, master classes, the knowledge base, the Forum and our newsletter, so customers feel valued and supported from day one.
• Champion accuracy, compliance and continual improvement across the function and maintain detailed, accurate and up-to-date customer records, producing reports and inputs that support informed decision making, and improving the processes, templates and tools the team works to every day.

We believe our ideal applicant will demonstrate the following attributes:

• An established people leader with experience leading an administration, customer service or contact centre team, and a track record of building engaged, capable and high-performing teams.
• Professional maturity and a calm, considered approach, with sound judgement and the credibility to engage confidently with executives, colleagues and customers alike.
• A confident and open communicator who sets clear expectations, shares regular and constructive feedback, welcomes ideas from the team, and keeps communication flowing with stakeholders across the business.
• A natural coach who invests in people, identifying strengths, supporting development goals, recognising wins, and creating an environment where team members feel trusted and motivated to do their best work.
• Strong process discipline and attention to detail, with proven ability to design, document, and continually improve workflows and to embed consistent standards across a team.
• Skilled at planning workload across a team, including prioritising competing demands, planning ahead for busy periods, and keeping service levels and turnaround times on track. Highly self-organised and reliable, with a consistent record of meeting deadlines.
• Proven ability to analyse performance metrics, identify trends, and translate data insights into actionable strategies for the team.
• A values-driven leader who role models honesty, personal accountability and respect, leads with kindness and empathy, and actively contributes to a culture people love being part of.

What’s in it for you?

• Market-leading benefits that make us a proven local employer of choice.
• Flexible work arrangements that help you strike the right career balance.
• Exciting start to, or positive development of, your Health IT career, with brilliant internal growth opportunities.
• Belong as part of a dynamic and highly supportive team with a strong dedication to the mission.
• Enrich your experience by supporting our frontline healthcare heroes across Australasia.

Our team members enjoy exclusive access to our brilliant B-Perks Program, offering great rewards like birthday leave, an annual health and wellbeing bonus, and sponsored rewards to recognise outstanding contributions. You’ll also access our leadership development program and learning opportunities across our group of businesses and enjoy the freedom and flexibility to work as you work best. We offer purpose and impact, an inclusive culture, a connected workforce, transparent leadership, and growth and belonging.

How can we get this ball rolling?

To start a conversation on your fit within our team, we recommend you provide us with:

• a capability statement/cover letter highlighting your experience and how you meet our requirements; and
• an updated copy of your resume.

Your new career starts here.

For more information on this role, please contact Sandi Murdoch on 1300 40 1111 (in Australia) or 0800 40 1111 (in New Zealand). If you’re ready to soar to new heights, then click the button to ‘Apply’ for this job. Only applicants who are required to be interviewed will be contacted upon submission of this application.