RFI Global

IT Support

• Manage the day-to-day administration, licensing, access control, and configuration of core platforms including Microsoft 365, Salesforce, Netsuite, and FactorialHR
• Serve as the primary escalation point for IT issues beyond MSP scope, providing direct support for staff across the West region
• Own the full asset lifecycle for the West region — from procurement and provisioning through to hands-on troubleshooting, warranty claims, and responsible hardware disposal
• Create and maintain clear, accessible user guides that empower staff to resolve common IT issues independently
• Maintain baseline device and system configurations and conduct regular backup testing to verify data integrity and recovery capability across all platforms
• Continuously develop and uplift internal IT documentation including runbooks, asset registers, platform guides, and onboarding materials
• Leads the annual ISO 27001 audit cycle for the West region, coordinating evidence collection, managing audit timelines, liaising with external auditors, and tracking remediation of findings
• Contribute to technology planning by identifying inefficiencies, rationalisation opportunities, and platform improvements aligned with the broader IT Modernisation roadmap

IT Manager

Customer Success Manager

• - Build strong relationships with clients and other key stakeholders through consistent account reviews and outreach, acting as a trusted advisor.
• - Understand and gather clients’ business priorities to ensure the timely delivery of expected outcomes.
• - Ensure high levels of customer satisfaction throughout assigned accounts.
• - Capture customer experience and product feedback for RFI.
• - Detect and respond to key stakeholder changes within each customer.
• - Solicit customer references and case studies.
• - Grow existing business by identifying cross-sell and upsell opportunities when there is alignment with RFI products and services that help customers achieve their desired outcomes.
• - Meet or exceed customer subscription retention goals by maintaining diverse data and insight use cases, leading to well-developed subscription business cases.
• - Manage account plans.
• - Manage the contract renewal process.
• - Plan and communicate client deliverables, including scheduling and liaising with clients, their stakeholders, and the RFI product team.
• - Identify customer challenges and friction points, and proactively suggest better solutions and strategies.
• - Ensure product and new feature adoption through customer communication and training.
• - Respond to and manage analytical queries.
• - Collaborate with client directors to plan each client’s engagement across delivery, needs analysis, account planning, and growth opportunities.
• - Collaborate with research experts in the product team to innovate in response to client needs.

Client Success Manager

Manager

• Presenting to clients and ensuring presentations exceed expectations with regards to actionability, accuracy, timeliness and engagement.
• Own client and internal research briefings, communicating requirements and expectations to the Insights Director.
• Maintain a deep understanding of clients’ strategic priorities and demonstrate this understanding in your delivery and dealings with clients.
• Identify and support opportunities to advance our offering in response to client needs and market dynamics.
• Work closely with Sales and Client Success teams in the servicing of existing clients.
• Translate insights into business impact by connecting deliverables to the client’s strategic priorities.
• Design and implement client research programs.
• Develop and deliver impactful reports that drive strategic decision making for clients.
• Proactively identify business questions to drive value for clients.
• Identify and implement innovative research approaches and methodologies.
• Lead high quality, accurate and on time data analysis projects.
• Collaborate with the internal RFI teams to address complex and timely analysis requests.
• Utilise advanced data analysis techniques (descriptive, diagnostic and statistical), and tools (e.g. SPSS, Q, DisplayR).
• Support process and ongoing iteration of insightful reporting.
• Prioritise tasks in collaboration with the Insights Director and Senior Resourcing Manager based on team capacity and workload.
• Execute on product or process initiatives that aim to enhance client experience, maximise efficiency and margin.
• Support internal teams in improving QA processes, outputs, and automation techniques.
• Work closely with Senior Resourcing Manager to ensure team resources are utilised effectively and forward planning is undertaken.
• Review and provide feedback on the work of more junior members of the team, ensuring feedback is understood and acted upon, to support in driving a high performing team.
• Foster knowledge sharing across RFI and contribute to an inclusive team culture.
• Lead training sessions and knowledge sharing.

IT Manager

Client Success Manager

Insights Manager