Service Consultant – Project Owner

We are looking for an ambitious and highly capable Service Consultant/ Project Owner to help manage Emersion’s onboarding projects. This role offers flexibility and career progression opportunities.

Salary: $70,000 – $80,000 plus super
Location: Melbourne (and potentially sydney)
Reports to: Customer Experience Manager
Work Type: Full Time
Job Reference: 2020-08-SDCPM


In this role, you will be a crucial driver of customer experience. . Reporting to our Customer Experience Manager, you will be a new customer’s ‘first point of contact’ during their onboarding journey with Emersion and will own their projects from the initial kick off meeting through to the customer going live.

You will need to be able to manage a high volume of onboarding customers (some with very complex needs and requirements) and draw from resources across the company to help get them set up as efficiently as possible.

This is a varied role with responsibilities, including:

  • Project Setup – Setting up new client onboarding projects in Salesforce/ TaskRay and Emersion.
  • Onboarding Management – Coordinate product configuration across our internal systems and ensure the integrity of billing systems through audit control checks. Conduct online walkthrough of project plan and operations readiness.
  • Reporting – Report on project performance and notify internal and external stakeholder when projects are at risk and work with the rest of the Emersion Operations Centre (EOC) to find ways of preventing this from happening in the future.
  • Case Management – Accept new inbound calls/ emails and support tickets, triage and either manage or delegate/ escalate as appropriate.
  • Change Management – Effectively communicating with internal and external stakeholders to ensure the resolution of customer change requests (e.g., QR order, technical, migration management)
  • Consulting – Provide consulting assistance with analytical mindset and advice on how to solve business problems using Emersion Systems and Solutions.

To succeed in this role you will need to be a fast learner and willing to become one of our go to subject matter experts for all things Emersion. Exceptional time management and project management skills are essential for this role, as is the ability to communicate to both technical and non-technical audiences. Our ideal candidate will be a master tactician and critical thinker and will thrive on delivering the red carpet experience to all of our customers.


  • At least eight years of experience working as an IT Project manager (ideally for business systems or billing software)
  • Prior change management experience and the ability to juggle multiple projects with conflicting deadlines.
  • Excellent written and verbal communication skills
  • The ability to manage up and across teams and departments. A willingness to step in to help deescalate conflict when it occurs
  • Advanced knowledge of Customer Management processes and procedures • A proactive approach to managing projects, including a willingness to intervene when things are at risk
  • Excellent time management skills
  • An understanding of the software development lifecycle


  • Experience with Salesforce (Salescloud, Cases, Communities, TaskRay and Knowledge are all in use at Emersion).Data Analysis Experience
  • Data Analysis Experience
  • ITIL4 or ISO2000
  • A degree in IT, Technology, Project Managing or Consulting


This is a hugely varied role and will play a huge part in the future success of our organisation. 

This role offers:

Workplace Flexibility – The entire Emersion team is working remotely due to the COVID-19 pandemic. Once we are back to some form of normalcy we’re open to flexible working arrangements.  

Growth Opportunities – You’ll become part of one of the most critical business units in our business (Customer Experience) and will have a key role in shaping our onboarding processes and procedures. 

Stability – Emersion is growing, despite the COVID-19 Pandemic. Backed by the Novatti Group (ASX: NOV) we have strong plans for growth in 2020 and beyond. 


Employment with the Novatti Group / Emersion requires you to have Australian citizenship or to be a permanent resident of Australia or New Zealand or to have a valid visa that provides work rights.

To apply, send a cover letter explaining why you think your application should be considered and a copy of your CV/Resume through to careers@emersion.com