This role involves executing operational tasks for the Success Plan program, managing records management activities, and ensuring customer satisfaction through effective delivery and training.
RecordPoint is a data and information lifecycle management SaaS product designed to give highly-regulated organizations a competitive edge through safer, more secure, and better-managed data. We're a disruptor in our industry, set apart from competitors by our cutting edge technology and innovation-first mindset.
Our global customer list includes top-tier brands and government agencies like the City of New York, Westpac, National Australia Bank (NAB), Australian Prudential Regulation Authority (APRA), Security Benefit, Cupertino Electric, Australian Securities & Investments Commission (ASIC), Transport for NSW, Ausgrid, Pacific Gas & Electric (PG&E), and Delaware Life.
But there's more to us than the what we do — like the who behind it all. Team RecordPoint is made up of 100+ tech-driven professionals at the top of their respective fields. Together, we foster a supportive, collaborative and transparent environment, collectively working toward the singular goal of continuously doing better.
While we've got all the perks you'd expect — think truly flexible work arrangements, generous paid parental leave, 4 weeks annual leave and Employee Share Options — you might find that the greatest benefit of all, is the team you join.
Managed Services Consultant — Success Plan Program (Junior → Mid)
Location: Australia (hybrid / remote as agreed)
Employment type: Full-time
Reports to: Head of Implementations
Eligibility: Australian citizen (required)
About the Success Plan program
The Success Plan program is our Records Management as a Service offering: a packaged, repeatable managed-services program that delivers day-to-day records & information management (RIM) operations, governance, adoption and reporting to customers. Success Plans packages operational tasks, regular health checks and customer governance into an ongoing program that helps organisations meet retention, disposal, compliance and adoption outcomes without needing a large in-house RIM team.
Role summary
This is a junior → mid level hands-on delivery role focused on the day-to-day execution of activities within assigned Success Plan programs. You will work under a Managed Services lead to deliver operational tasks to keep customers’ records environments healthy and compliant. This is a client-facing role that requires practical records management experience and strong operational delivery skills. Direct RecordPoint experience is beneficial but not mandatory — we expect candidates to have worked with at least one records management solution and able to pick up RecordPoint quickly.
Key responsibilities — day-to-day Success Plan execution
Execute scheduled operational activities for assigned Success Plan customers (classifying records, supporting disposal processes, applying best practice patterns) according to runbooks and SLAs.
Carry out health checks and system audits, performing remediation or escalate appropriately.
Perform routine configuration and administration tasks for customer RM environments.
Support onboarding activities for new Success Plan Customers: assist scoping, configuration, testing and transition to BAU under guidance of the lead.
Deliver user enablement activities (workshops, training sessions, documentation) to drive adoption.
Triage BAU requests, manage task execution and maintain timely updates in ticketing/ITSM systems; engage Support/Services/Product for escalations.
Keep customer runbooks, configuration records and support notes accurate and up to date.
Prepare materials and support Success Plan governance meetings (weekly/monthly/quarterly); record and follow up actions.
Work collaboratively with team members to identify operational improvements to runbooks and processes.
Follow RecordPoint and customer security, privacy and governance requirements at all times.
Required experience & skills (must-have)
- Australian citizen (required).
- 3+ years practical Records & Information Management experience (enterprise or government experience preferred).
- Hands-on experience with one or more records management solutions (examples: RecordPoint, OpenText, HP TRIM/TRIM, AvePoint, Alfresco, etc.). Able to learn RecordPoint quickly; direct RecordPoint experience is a strong advantage.
- Practical experience working with Microsoft 365 / SharePoint Online.
- Experience with operational delivery: following runbooks, performing health checks, working to SLAs, and triaging incidents.
- Experience delivering customer-facing training/workshops and clear stakeholder communications.
- Strong written skills for runbooks, reports and documentation.
- Good prioritisation and time management skills; comfortable managing multiple customers/tasks.
- A collaborative, customer-first attitude and strong problem-solving orientation.
Desirable (nice-to-have)
- Past RecordPoint implementation or administration experience.
- Formal records management / information governance certification or tertiary qualification.
- Experience with Australian Government recordkeeping standards and disposal/retention obligations.
- Eligibility for Australian Government security clearances.
Tools & technologies
- RecordPoint (preferred), SharePoint Online / Microsoft 365, ITSM/ticketing systems, Power BI or other reporting tools, other RM platforms (OpenText, TRIM, AvePoint, Alfresco).
Success criteria / KPIs
- Meeting SLAs and operational KPIs for assigned customers.
- Success Plan health and adoption metrics.
- Customer satisfaction with managed services delivery.
- Timely and accurate delivery of governance reports and meeting artefacts.
- Up-to-date runbooks and customer documentation.
- Contribution to improvements in automation, runbooks or process.
Behavioural competencies
- Customer-centric and reliable: delivers on commitments and communicates proactively.
- Methodical and detail-oriented: follows runbooks while suggesting improvements.
- Collaborative: works constructively with Support, Product, PS and Customer Success teams.
- Trustworthy with sensitive information: understands confidentiality and compliance.
Know more:
By checking us out on all the usual platforms, and especially our About Us https://www.recordpoint.com/about
or our Life at RecordPoint blog: https://www.recordpoint.com/blog/what-its-like-to-work-at-recordpoint
How to apply:
Click the 'apply now' button send us your CV.
RecordPoint is an equal opportunities employer.
We offer a fast-paced, dedicated and enjoyable environment, working with some of the best people in the industry.
If you want to know what to expect from a RecordPoint application process, read more here: https://www.recordpoint.com/careers
No recruiters please, we've got this one covered.
You will need to pass a police background check to be eligible for employment at RecordPoint.
Top Skills
Itsm/Ticketing Systems
Microsoft 365
Power BI
Recordpoint
Sharepoint Online
RecordPoint Melbourne, Victoria, AUS Office
Level 4, 15-17 Queen St, Melbourne, Victoria, Australia, 3000
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