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Senior Manager – Customer Success

Senior Manager – Customer Success

Website NewyTechPeople

If you are a Senior Customer Success Manager who has a passion for developing capability in your leaders, and driving an exceptional customer experience, we would love to hear from you.

This Newcastle success story has become a leading global player in workforce management and safety, helping  global companies keep millions of workers safe across ANZ, Europe and North America with their industry leading SaaS product.

Reporting into the Chief Customer Officer, you will be an experienced people leader who enjoys developing and coaching leaders/teams to deliver a proactive and data-led approach to customer success.  The role will have 6-7 direct reports, overseeing a broader call centre who support customers to successfully navigate the systems.

It is not essential, you come from a technology background, you might be currently leading a customer success team in a professional services, finance or insurance business.

While no two days are the same, typical responsibilities will include:

  • Leading and coaching leaders of specialist teams, to understand customer needs and proactively support their customers adoption of the technology and systems
  • Leading teams in onboarding, customer training and ongoing client delivery meetings
  • Working alongside key stakeholders in Sales, Product, Customer Learning, Customer Activation and Technology to define business and customer needs and success measures
  • Building strong rapport with Product and Business leads, working together on projects and initiatives that require support from the Success team
  • Develop and communicate the data and metrics that matter from the business and customer’s perspectives; solving problems to continuously improve outcomes delivered
  • Provide transparent reporting of the team’s performance and voice of customer insights to inform product priorities

Who we’re looking for:

Develop leadership capability – Above all a people leader and coach, who has some runs on the board in developing leadership capability within a customer focused business.

Role Model of Customer Success – Significant experience in a customer success environment that is fast-paced and change intensive, with the ability to influence team members to improve the customer experience.

Systems thinking and data driven – Comfortable with analytics to identify and predict customer risks and opportunities; able to translate insights into impactful actions.  Proven success working across the organisational system to deliver optimal customer experiences and outcomes

Stakeholder Engagement – Excellent relationship and stakeholder management capabilities with sound negotiation and influencing skills

Tech Savvy – Experience successfully leveraging tech to deliver better customer and employee experiences

Next steps

Apply via the link, if you don’t have a current resume and would like to find out more, contact Linda Apostolidis – 0420 845 795 for a quick chat to see if this opportunity is right for you.

Upload your CV/resume or any other relevant file. Max. file size: 50 MB.