Account Management Update

As mentioned in Aaran’s MD update, we have made some exciting new changes to the Customer Relationship Managers role and hence your key contact with Auto-IT. Over the past year, we’ve evolved our client engagement model to strengthen the way we support you.

Throughout this time, we’ve listened to your feedback, reviewed outcomes, and identified opportunities to improve further. As part of our commitment to continuous improvement, we’re refining our approach for greater clarity, focus, and value in how we partner with you. 

What’s changing?

Your account will now be supported by two dedicated roles: 

Customer Success Manager (CSM)

Your CSM is focused on helping you maximise the value of your system day-to-day. They will partner with you to: 

• Drive strong adoption across your teams
• Identify opportunities to improve workflows and efficiency
• Coordinate training, engagement, and best-practice guidance
• Act as your primary contact for non-support matters
• Represent your feedback and advocate for you internally 

Customer Growth Manager (CGM)

Your CGM will focus on your longer-term success and growth. They will partner with you to: 

• Support strategic initiatives and planning
• Guide expansion opportunities (e.g. new sites or franchises)
• Ensure your solution continues to scale with your business 

What this means for you

This refined model allows us to provide more specialised support—ensuring your day-to-day success is optimised, while also giving you a dedicated partner focused on your future growth. 

Your experience with our Support team remains unchanged. 

If your primary contact hasn’t yet been in touch, they will be reaching out shortly to introduce your dedicated CSM and CGM, along with their contact details. 

Thank you for your continued partnership and feedback—we’re committed to continually improving how we support your success.