Anz Customer Success Manager

2 weeks ago

Dandenong, Victoria, Australia Hach Full time


As the Customer Success Manager, you will be responsible for building and maintaining strong relationships with our customers, ensuring they are satisfied with our products and services.

Through this process develop an in-depth understanding of the customer's needs and ensure system and process are developed to meet and measure success criteria.


ESSENTIAL FUNCTIONS

  • Drive CX execution of customer experience initiatives to accomplish measurable business outcomes
  • Define near and longterm strategy for analyzing customer feedback and bringing the "voice of the customer" to the business
  • Drive and facilitate customer journey mapping across varying stages, channels, and touchpoints
  • Champion and educate organization about Customer Experience ethos, its impact on our customers, and ability to deliver significant competitive advantage
  • Lead the Fast Response process to ensure customer issues are contained and permanent corrective actions are captured and address using DBS tools
  • Define, track, manage, and continuously improve Operations team results/metrics
  • Recruit, manage, coach, and develop associates and nurture an environment where they can excel and achieve objectives and personal growth
  • Provide ad hoc information and insights support to key stakeholders
  • Work with CX and CS partners in across Danaher to share best practices and build relationships
EDUCATION, BACKGROUND AND SKILL REQUIREMENTS

  • Experience in Managing a customer focused role (e.g., Marketing, Customer Service, Research/Agency)
  • Customerdriven mindset with a desire and ability to identify customer pain points
  • Strong business acumen and knowledge of commercial environment
  • Strategic thinker with strong analytical and critical thinking skills, able to understand and interpret customer needs and organizational gaps and translate them into opportunities and requirements
  • Great problem solving, data visualization and communication skills to provide insightful and actionable recommendations
  • Selfstarter with demonstrated proficiency in time and project management skills; ability to manage multiple projects across critical yet often fluctuating deadlines and with sometimes mínimal and/or ambiguous input from stakeholders
  • Strong matrix and teamworking skills in a crossfunctional, global, and multicultural environment
  • Proficient in Microsoft 365; high proficiency in using Microsoft Excel functions; experience in PowerBI (or any analytics tools) or expertise with Python, VBA, SQL would be a plus
  • Fast learner of new tools; experience with Qualtrics, CRM software (e.g., Salesforce), and ERP systems (Oracle) preferred, not required
  • Strong people management skills with solid experience of developing direct reports

OTHER


Passionate about customer experience and continuous service improvement Great data visualization and presentation skills to provide recommendations based on insight Demonstrated proficiency in time and project management skills; ability to manage multiple projects across critical yet often fluctuating deadlines - and with sometimes mínimal and/or ambiguous input from stakeholders.

Strong organizational and prioritization skills with attention to detail.


When you join us, you'll also be joining Danaher's global organization, where 80,000 people wake up every day determined to help our customers win.

As an associate, you'll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful
Danaher Business System tools and the stability of a tested organization.


At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.

Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

If you've ever wondered what's within you, there's no better time to find out.

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