Head of Client Services | Residential Construction Software

Leading Construction Software Provider - Residential Building Industry Senior Leadership Opportunity Circa $200K Salary Package

• Leading Construction Software Provider - Residential Building Industry
• Senior Leadership Opportunity
• Circa $200K Salary Package

My client is a well-established Australian construction technology business seeking an experienced Head of Client Services to lead its post-sale client function.

This is a senior leadership opportunity with a growing software business servicing more than 250 builders across Australia and New Zealand, with ambitious plans to scale significantly over the coming years.

You will lead the Professional Services and Client Services functions, overseeing the full client lifecycle from implementation and training through to ongoing support, client engagement and continuous improvement.

About the Role

As Head of Client Services, you will be responsible for the strategy, performance and operating model across the client services function.

You'll lead two key managers and ensure implementations, training, support and client engagement are delivered consistently, commercially and to a high standard. The role combines strategic leadership with senior client engagement, operational performance and continuous improvement.

Key Responsibilities

• Lead and develop the Professional Services and Client Services functions.
• Oversee the full post-sale lifecycle, including implementation, training, go-live, hypercare and ongoing support.
• Establish scalable processes, service standards, governance and performance measures.
• Manage client escalations and maintain strong relationships with senior client stakeholders.
• Oversee service budgets, capacity planning, utilisation, forecasting and commercial performance.
• Improve handovers between Sales, Professional Services, Client Services and Product & Technology.
• Use client feedback and service insights to influence product and process improvements.
• Broaden client engagement initiatives.
• Recruit, coach and develop high-performing managers and client-facing teams.
• Drive continuous improvement and build a scalable operating model as the business grows.

Role Details

• Senior leadership position reporting directly to the General Manager.
• Office is based in Parramatta.
• Circa $200K Salary Package
• Lead the Professional Services Manager and Client Services Manager.
• Ownership across implementation, support, client experience and service delivery.
• Opportunity to help scale a growing construction technology business and its client services function.

Ideal Background

This opportunity would suit an Operations Manager, Estimating Manager, Construction Manager or senior leader with residential building experience, who has been involved in the implementation and rollout of construction software.

Candidates with experience in construction management, builder background, workflow platforms, experience in SaaS, residential construction software or businesses servicing the residential building industry will be highly regarded.

You will ideally have a strong background across professional services and delivery, client support, implementations, customer service and people leadership, with the commercial judgement to manage budgets, capacity, utilisation and service performance.

Experience scaling a client services function, managing complex implementations and escalations, and working with executive-level clients will also be highly regarded.

All applications will be handled with the strictest confidentiality. Apply via SEEK with your resume to be considered for the shortlist.

Ellen Sutton | esutton@marble.com.au | 02 8116 2200 | 0475 931 731

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