Vice President of Customer Relations

Company Overview

Amplify IT Partners works with managed IT service providers across Australia, helping each partner’s business remain central to the way the company invests, supports, and grows those organizations. Its model combines capital support, modern technology, and experienced leadership to encourage sustainable expansion and stronger operating results. The workplace is collaborative and values long-term partnerships, innovation, and tangible improvements in customer outcomes.

Role Summary

This full-time remote leadership position is responsible for shaping and executing customer relationship strategy across Amplify IT Partners’ network of managed service providers. The role focuses on creating stronger customer engagement practices, building programs that raise satisfaction and retention, and partnering with sales and service teams to deliver a consistent and high-quality customer journey. The position also includes reviewing customer feedback and performance metrics, coaching teams on communication standards, handling escalated concerns, and spotting opportunities to deepen partnerships. In addition, the Vice President will work with senior leadership to ensure customer relations initiatives support broader business objectives, revenue growth, and brand loyalty.

Key Responsibilities

• Define and lead the customer relationship strategy across the portfolio of managed service providers.
• Build and improve customer engagement programs that support higher satisfaction and retention.
• Collaborate with sales and service teams to maintain a reliable, high-quality customer experience.
• Review customer feedback and performance data to guide improvements and priorities.
• Coach teams on communication expectations and customer interaction standards.
• Address and resolve escalated customer issues in a timely and effective manner.
• Identify opportunities to strengthen client partnerships and support growth initiatives.
• Work closely with senior leadership to align customer relations efforts with business goals, revenue outcomes, and brand loyalty.

Requirements

• Strong background in business relationship management and customer experience, with the ability to build lasting client partnerships.
• Proven success in customer satisfaction and customer service, including escalation handling and service enhancement.
• Experience using sales and customer-centric growth strategies, preferably in IT services or another B2B environment.
• Leadership experience managing people, teams, or cross-functional groups, including remote collaboration.
• Excellent communication, negotiation, and stakeholder management skills.
• Comfort working with data to make decisions, along with experience using CRM and customer analytics tools.
• Bachelor’s degree in Business, Communications, or a similar field; an advanced degree is a plus.
• Experience in managed IT services or a technology company is highly advantageous.

Additional Information

This is a full-time remote opportunity based in the United States. The source did not specify salary, benefits, number of openings, start date, or application deadline.