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Director, Customer Success
3 months ago
Neara is a high-growth, venture-backed Series B, tech company headquartered in Sydney. Recognized as one of the Times 100 Most Influential Companies for 2024,we work with 75% of the utilities in Australia and New Zealand and are growing rapidly across the US and Europe. Our mission is to revolutionize the utilities industry by helping them future-proof their infrastructure and navigate the challenges of the clean energy transition. Our 3D digital network model enables utilities to simulate various scenarios and make informed decisions to protect their assets and communities.
You will be responsible for identifying opportunities for upselling and leveraging data to discover insights, learn, implement improvements, and educate our customers on how to maximize the value of our software. Your role will involve immersing yourself in the utilities industry, gaining in-depth knowledge, and integrating that knowledge into Neara's existing network.
As Director, Customer Success you will have the unique opportunity to work alongside the Chief of Product to shape and define this function at Neara with a focus on the APAC region. You will be working closely to achieve goals and objectives for our global operations.
WHAT YOU WILL DO
- Lead the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner.
- Ensure customer projects are well planned, managed and executed. This includes ensuring we have a clear, robust and pragmatic project delivery approach and that customer projects are delivered on time, in line with customer expectations and to budget.
- Add value to customer relationships and drive the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within your team.
- Create an optimized & data-led model of the customer lifecycle, then making sure all internal stakeholders are aligned on it.
- Determine the metrics, health scores, and KPIs relevant to each account for the APAC region.
- Increase product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
- Collaborate with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI.
- Relationship management across the entire CS team, helping others on the team maintain and improve their customer relationships.
- Work directly with Key Customers in a hands-on capacity as well as serve as the point of escalation for customer issues.
WHO YOU ARE
- Bachelor or Masters Degree from a reputable institution in a related field.
- 7-10 years of experience in Customer Success or similar field.
- Working knowledge of customer service software, databases, CRM and tools.
- Experience with comparable engineering grade software solutions and GIS
- Proven experience in a customer success leadership role within the SAAS industry, preferably with exposure to enterprise accounts and complex customer landscapes.
- Knowledge in utilities operations and maintenance, with a sound working knowledge of geospatial solutions and LIDAR highly regarded but not required.
- Commercially astute and you understand what problems utilities customers need to solve to operate effectively.
- Strong analytical skills with the ability to break down data, identify patterns, and derive actionable insights.
- Excellent interpersonal and communication skills, capable of engaging with stakeholders from all backgrounds.
WHAT WE ARE OFFERING YOU
- Unique opportunity to shape and define the APAC Customer Success function as a key player in the company's global expansion.
- Have a voice in a cooperative, team driven environment.
- Competitive salary and ESOP.
- Flexible working arrangements with a fantastic, well-stocked office in Redfern.
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