The Customer Relationship Manager is accountable for leading the overall day-to-day customer relationship, commercial outcomes, and long‑term account growth strategy for assigned customers/accounts. The CRM leads the strategic engagement model and executive relationships, and positions Fujitsu as a trusted, referenceable long‑term partner that delivers customer business value.
The CRM Is responsible for developing and executing the account plan for their allocated accounts. This will take input from across Fujitsu to ensure all of Fujitsu is turning up for each account. The Account Plan will be the source of truth for each area of Fujitsu to refer to in order to understand how we are engaged, how we are delivering for the customer, ad how we show up as one Fujitsu. The CRM will define the customer relationship strategy and leads day-to-day relationship, sentiment, and governance activities. They develop deep knowledge of the customer’s business and priorities and use these insights to shape a shared plan with the customer and Fujitsu. Working closely with the Service Delivery Manager, delivery teams, Specialist sellers and WayFinders, the CRM helps identify opportunities and ensures delivery performance meets or exceeds contracted commitments and supports customer outcomes.
The CRM is a strong advocate for the customer within Fujitsu and with partners, sharing their insight and deep customer understanding to ensure alignment, effective engagement, and a unified “One Fujitsu” approach. They act as a trusted advisor to the customer, building confidence in Fujitsu’s ability to deliver, innovate, and support long‑term success.
Key Responsibilities
- Ensure positive customer sentiment and satisfaction, ensuring Fujitsu is connected to the customer’s current and future needs. Ensure all Fujitsu teams are aligned to the account strategy and understand the customer’s vision, values and business priorities.
- Develop and maintain strong relationships at senior levels, right across the customer business, particularly the likely buying group for Fujitsu offerings. This includes CFO, COO, CIO and CEO. Preparation and delivery of executive-level engagements is also required.
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Act as the primary coordinator for governance and operational alignment. Work with Customer Directors, Industry Directors, Wayfinders and Specialists to ensure all of Fujitsu is aligned to the customers mission and how Fujitsu will support them.
- Support commercial hygiene. Be accountable for commercial strategy, negotiations, and upsell.
- Coordinate the broader Fujitsu organisation to ensure cohesive governance forums, delivery engagement, and timely follow-through; escalate strategic or commercial matters to the Customer Director.
- Contribute delivery insights, customer feedback and sentiment trends into the capability and go-to-market plan owned by the Customer Director where applicable; execute CRM actions from that plan.
- Monitor and strengthen customer sentiment through formal programs, customer education, and informal channels. Maintain high trust and engagement and ensure the customer becomes referenceable.
- Lead and facilitate governance forums, being responsible for scheduling, preparation, minutes, actions and follow-through. Be Accountable for executive governance and approvals in accounts allocated to you.
- Provide customer sentiment, service triggers, and governance-derived insights to inform and drive the sales pipeline.
- Responsible for forecasting and managing the overall account growth targets via opportunity TCV, Order Gross Margin. Provide accurate governance, delivery and sentiment inputs to forecasting cadences.
Qualifications & Experience
- Tertiary qualification or equivalent industry experience
- 8-10 years’ experience in similar or equivalent role.
- Strong relationship management, collaboration, and negotiation skills across senior stakeholders; experience preparing and delivering C-level engagements.
- Demonstrated Services Sales skills and experience commercial awareness and accuracy in financial inputs that support forecasting and renewals hygiene; ownership of commercial decisions within allocated accounts.
- Strong relationship and influencing skills; able to prepare and deliver materials for C-level forums.
- Commercial acumen with experience delivering renewals, opportunity management, hygiene and financial inputs;
- Ability to translate customer needs and delivery insights into actionable governance agendas, improvement initiatives, and CRM actions within the account plan.
- Excellent communication and presentation skills.
- Knowledge of IT services, outsourcing, digital transformation trends.
- Ability to collaborate and lead across multi-functional teams and drive outcomes.
- Proven track record in customer satisfaction, account growth actions, governance facilitation, and relationship health management.
- Negotiation and influencing skills in complex environments.
- Sales cycle knowledge and management skills.
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Why Fujitsu?
As an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose. In line with our diversity, equity and inclusion strategy, we welcome applications from women and gender diverse people; Aboriginal and Torres Strait Islander people; Māori and Pacific people; LGBTI+ people; people with a disability; culturally and linguistically diverse people; and veterans and emergency responders. Applicants who identify as transgender or gender diverse can contact careersapac@fujitsu.com for a copy of our Frequently Asked Questions to assist with the recruitment journey. If you don't tick every box in this job description, please don't rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes so if this resonates with you, then please apply. For more information, please email careersapac@fujitsu.com. Due to the inherent requirements of the role, candidates must be Australian Citizens and hold a Australian Federal Government Security Clearance. The role will or will likely involve access to controlled technology and must satisfy additional restrictions and requirements as a consequence of the International Traffic in Arms Regulations and the Export Administration Regulations. As a consequence of these restrictions and requirements, applicants may be adversely impacted if they are not Australian citizens, are dual nationals, hold citizenship from proscribed countries, or are not of Australian national origin. Please refer to Discrimination (Fujitsu Australia Limited) Exemption 2017 (No 1) Notifiable instrument NI2020-672 (ACT). Fujitsu does not accept unsolicited assistance from search firms for employment opportunities. All CVs or resumes submitted by search firms to any employee at our company without a valid written agreement in place for this position will be considered the sole property of our company. No fee will be paid if a candidate is hired by Fujitsu due to an agency referral where no existing agreement is in place with the Fujitsu Talent Acquisition Team. Where agency agreements are in place, introductions must be through engagement by the Fujitsu Talent Acquisition Team. |