ESSENTIAL CRITERIA:

• Minimum of 3 years’ experience in client relationship, account management, or portfolio management roles.
• NSW Security Licence preferred but not mandatory (willingness to obtain during onboarding).
• Previous experience working within the tertiary education sector or managing university-related contracts is highly regarded.
• Demonstrated success in building strong, enduring client relationships across multiple sites or accounts.
• Excellent communication skills with the ability to engage confidently with senior university stakeholders.
• Strong knowledge of service delivery standards, compliance, and risk management.
• Experience working in fast-paced, dynamic operational or service settings.
• Strong computer literacy, particularly in Microsoft Office and reporting systems.
• Proactive, solutions-focused mindset with high attention to client needs.
• Willingness to travel across sites and interstate as required.
• Full NSW Driver’s License.

ABOUT US:

ACESGroup are a leading national provider of security services to a large portfolio of public and private facilities. We are an established, respected and reputable business with more than 40 years’ experience partnering to provide security services to a diverse range of industries and facilities.
Our team members keep people and places safe in commercial facilities, public precincts, aviation facilities, education institutes, hospitals, parklands, technology precincts and major sporting & entertainment venues.
At ACESGroup, we aim to be the industry leader where we don’t just offer jobs, we offer long term careers.

ABOUT THE ROLE

ACESGroup is seeking an experienced Client Relationship Manager with a strong focus on managing a high-profile university and tertiary education portfolio. This is a key client-facing position, responsible for building and maintaining strong partnerships across a range of campuses, with additional oversight of selected technology, public space, and commercial clients.
As the Client Relationship Manager, you will take ownership of client engagement, contract performance, and service delivery outcomes within your designated university accounts. You’ll work closely with campus leadership teams, property services, and operations managers to ensure services are aligned with the unique needs of tertiary education environments, fostering safe, supportive, and responsive campuses for students, staff, and visitors.
This role is ideal for someone who understands the complexities and sensitivities of working within a university environment and who can strengthen client relationships, tailor services to specific needs, and deliver exceptional stakeholder satisfaction. You will also collaborate closely with our Head of Services and wider management team to ensure excellence in service delivery, compliance, and client value.
You’ll split your time between being on site across university campuses and working from our National Services Support Centre in Redfern – easily accessible by public transport.

KEY RESPONSIBILITIES:

• Serve as the primary relationship lead across a portfolio of university campuses, fostering strong, trusted partnerships with client stakeholders including campus directors, property managers, and operations staff.
• Oversee delivery performance across multiple tertiary sites, ensuring services are responsive, compliant, and aligned to contractual requirements.
• Work closely with operations managers and on-site teams to support quality outcomes and drive consistency across the portfolio.
• Deliver on contract KPIs and support continuous improvement initiatives in client engagement, risk management, and service quality.
• Handle escalations, client concerns, and urgent requests in a calm, professional manner.
• Lead regular client meetings, audits, and reviews specific to the university environment, ensuring proactive communication and collaborative problem-solving.
• Support planning and resource allocation with a strong understanding of academic year cycles, term breaks, and event requirements.