Team Lead - CCM Customer Growth

We are seeking an enthusiastic and motivated Team Lead - CCM Customer Growth to bring to life Infoxchange’s mission of Technology for Social Justice. This role may be based in either our Brisbane or Melbourne offices.

Infoxchange is a social enterprise where diverse, smart and passionate people embrace the power of technology, to improve social justice outcomes and enable others to feel supported to belong and thrive.

The Team Lead – CCM Customer Growth role is an opportunity for a person with proven experience working in a dynamic software product delivery role to excel. The role will perform a key
function within the CCM Delivery team, reporting to the Manager – CCM Consulting. This role leads and empowers a small team of implementation consultants to deliver small projects, customer
enhancement requests, customer empowerment and advocacy activities for a range of existing community sector and government customers.

The position consists of traffic management of a large volume of customer delivery work, solution oversight and guidance, performance monitoring and collaborating on resource allocations,
monitoring and management with the CCM Consulting Manager and the Program Delivery Manager. It requires excellent skills in the oversight of multiple, at times competing, projects and
product enhancements. One key reporting metric of the role will be the ongoing measurement of the volume of throughput of work. The role requires exemplary attention to detail and an agile and
adaptive mindset.

These duties are concurrent with mentoring and developing a small team of consultants to uplift their delivery and fostering their professional development.

An important aspect of the role is building trusted relationships within the CCM Delivery team, including the CCM Project and CCM Technical teams and internal IX teams and key customer
stakeholders. The position requires liaison across Infoxchange teams in offices in Brisbane and Melbourne with the development operations and application support teams and Infoxchange senior
management, and with external customers and stakeholders.

Key working relationships
Internal:
• CCM Consulting Manager
• CCM Program Delivery Manager
• CCM Consultants and Project Managers
• Customer Engagement Team
• Development Operations and Support teams
• Other Infoxchange staff and business units

External:
• Customers and prospective customers of Infoxchange
• Integration Partners of Infoxchange

Key duties and responsibilities
• Manage a team of consultants and assist them to undertake their work on projects and perform their daily tasks
• Provide mentoring, guidance and regular supervision to team members
• Conduct performance reviews and facilitate a culture of professional development and continuous improvement, as agreed with, and supported by, the CCM Consulting Manager
• Work with the CCM Consulting Manager and Program Delivery Manager to ensure that resource allocations are planned and monitored and support the incoming pipeline of project
work
• Assist with and review team project and task estimates and respond to approval requests for quotations within delegated thresholds
• Build trusted relationships with IX staff
• Consult and liaise with the CCM team and key customers regarding opportunities, product enhancement requests and emerging business requirements
• Ensure team members are aware of and understand product updates, product development, strategic directions and priorities

About you:

Essential
• Able to demonstrate excellent people management experience, including mentoring and developing individuals in a team environment
• SaaS customer success background in a high traffic environment
• Able to demonstrate excellent written and verbal communications skills, including delivery of internal and external presentations and workshops
• Proven ability to think strategically and tactically
• Able to manage stakeholders at a variety of levels in government, nongovernment, and community organisations
• Proven customer engagement and business development capability

Desirable
• Understand the principles of configuring client and case management systems using SRS (or another application)
• Knowledge of contemporary software architecture principles is desirable
• A good knowledge or previous experience of working in the health and/or community services sector is desirable
• Tertiary qualifications relevant to the position and/or demonstrated professional experience

What we offer

1. A base salary of $110k - $115k (depending on experience) plus superannuation and 17.5% annual leave loading.
2. Salary packaging benefits to reduce your taxable income to put more money in your pocket (check out cbb.com.au)
3. Other additional benefits.

We’re passionate about taking care of our employees, so working with us means that you will also enjoy:

1. Flexible work arrangements (including hybrid working)
2. Additional leave provisions (paid parental leave supplement, annual leave loading)
3. Health & wellbeing program
4. Benefits for new parents
5. Great learning and development opportunities
6. Employee reward and recognition program
7. Carbon neutral offices
8. Public transport discounts

Plus, at the end of the day, you can feel good knowing you’re working for an organisation that contributes to a fairer society. Can’t beat that!

Who are we?

Infoxchange is a not-for-profit social enterprise that has been delivering technology for social justice for over 30 years. With 180 staff across Australia, we tackle the biggest social challenges through the smart and creative use of technology.

We work with community, government, and corporate partners to solve issues around homelessness, family violence, mental health, and disability, as well as supporting Indigenous communities, women, youth, and families.

Our products and services are used by over 35,000 organisations across the community sector. We provide the right tools to improve efficiency and deliver greater impact – from nation-wide service coordination systems to IT advice for individual organisations.

And through our work in digital inclusion and social innovation we use technology to empower people experiencing disadvantage, driving social inclusion, and creating stronger communities. We believe no-one should be left behind in today’s digital world.

Read more about Infoxchange in our annual report at https://2022.infoxchange.org/

Infoxchange is committed to growing teams with diverse skills, abilities, and experiences. We welcome applications from people of all ages, abilities and cultures, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, people living with disability, people from the LGBTQI+ community, parents and carers.

We are a 2023 Circle Back Initiative Employer and commit to respond to every applicant who applies to work for Infoxchange.