Account Executive / Client Coordinator

Location: New Zealand / Remote

Reports to: Managing Director

Employment type: Full time / Part time (depending on candidates)

Role purpose

The Account Executive / Client Coordinator develops new business and supports existing customers to meet their quality, health, safety and environmental (QHSE) requirements.

The role builds and maintains a strong ISO customer base by understanding each organisation’s needs, coordinating appropriate IMSM support and promoting the QHSE4U application portfolio. It combines relationship management and business development with dependable customer coordination.

Key responsibilities

Business development

• Identify and develop prospective customers across relevant industries.
• Build and manage a pipeline of opportunities, from initial contact through proposal, follow-up and handover.
• Understand prospective customers’ business goals, tender requirements and QHSE needs.
• Explain relevant ISO standards, implementation support, certification pathways and QHSE4U applications in clear, practical terms.
• Prepare or coordinate proposals, quotations and presentations, ensuring they reflect the customer’s requirements.
• Maintain accurate and timely records of leads, activities, opportunities and outcomes in the company’s CRM.

Customer relationship management

• Build trusted relationships with existing customers and act as a responsive point of contact.
• Understand customer requirements and coordinate the right support across consultancy, certification and application services.
• Keep customers informed about agreed actions, milestones, changes and next steps.
• Identify opportunities to strengthen customer systems, support ongoing compliance and introduce relevant services.
• Follow up on customer feedback and concerns, coordinating timely resolution with the appropriate colleagues.

ISO customer coordination

• Coordinate customer onboarding and the initial information needed to define project scope.
• Support the scheduling and communication of meetings, assessments, implementation activities and follow-ups.
• Liaise with consultants, certification bodies and internal teams to help deliver a smooth customer experience.
• Monitor customer progress and flag delays, risks or additional support needs to the relevant team members.
• Maintain clear and accurate customer, project and certification records.

QHSE4U application portfolio

• Develop working knowledge of the QHSE4U applications and the business needs they address.
• Demonstrate relevant applications to prospective and existing customers.
• Identify opportunities to introduce applications as part of a practical QHSE solution.
• Coordinate demonstrations, onboarding, customer feedback and follow-up support with the appropriate product or technical team.
• Share customer insights and market feedback to help improve the application portfolio and its promotion.

Teamwork and professional conduct

• Work collaboratively with sales, consultants, certification partners and product support.
• Represent the organisation professionally and communicate accurately about services, standards and certification.
• Protect confidential customer and company information.
• Follow company processes for customer communications, record keeping and opportunity management.

Measures of success

Performance may be assessed against agreed targets, including:

• New business opportunities generated and progressed.
• Sales and customer retention against agreed targets.
• Responsiveness and quality of customer communication.
• Accuracy of CRM and project records.
• Effective coordination of customer requirements and internal handovers.
• QHSE4U demonstrations, adoption and customer feedback.
• Contribution to a positive and consistent customer experience.

Specific targets will be agreed with the manager and reviewed regularly.

Skills and experience

• Experience in account management, client coordination, sales, customer service or a related role.
• Strong communication and relationship-building skills.
• Confidence identifying customer needs and explaining solutions clearly.
• Good organisation, follow-through and attention to detail.
• Ability to manage competing priorities and maintain accurate records.
• Comfortable using CRM systems, office software and digital applications.
• A proactive, professional and customer-focused approach.

Desirable

• Familiarity with ISO management system standards, such as ISO 9001, ISO 14001 or ISO 45001.
• Experience working with QHSE, compliance, certification, consultancy or software solutions.
• Experience preparing proposals, coordinating projects or supporting tender requirements.
• Confidence delivering product demonstrations or presentations.

Working relationships

The role works closely with customers, prospective clients, internal consultants and coordinators, certification bodies, and QHSE4U product and support teams.