Customer Success Manager

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Description

We're on a mission to be a Force For Good, through our People, Products and Purpose at Nuix. Nuix is one of the greatest comeback Technology success stories in Australia, and we're making massive waves each day and we're carrying the torch on what "good" looks like.

Department: Sales

Location: Sydney (Australia)

Description

We're on a mission to be a Force For Good, through our People, Products and Purpose at Nuix. Nuix is one of the greatest comeback Technology success stories in Australia, and we're making massive waves each day and we're carrying the torch on what "good" looks like.

This extends to our People. We're fiercely passionate, love working at pace, thrive in ambiguity, live, and breathe outside of the box, and above all are good humans. We're determined to make a positive difference in the world, whether through our solutions which help the top companies, governments and agencies find the truth and combat illegal activities, or through our people who care about contributing and giving back both within, and outside, of Nuix. We are a Force For Good.

We're selective about who comes on board, and you should be too. But if the above sounds like a match, get in touch today and get ready for the possibility of starting a once-in-a-career journey.

The Role
As a Customer Success Manager (CSM) looking after our FSI customers at Nuix, you will play a crucial role in ensuring our customers achieve maximum value from our solutions. You will serve as a trusted advisor, collaborating with customers to understand their goals, drive adoption, and optimise their experience with our products. You'll work closely with cross-functional teams, including Account Directors, Project Managers, Solution Consultants, and Product Managers/Engineers, to deliver exceptional service and results.

This position will be based in our Sydney office. The candidate is required to attend the office a minimum of 3 days per week, but may voluntarily elect to work either remotely or from the Sydney office for the remaining days of the week

Key Responsibilities

• Act as the primary point of contact for customers during technical deployments, ensuring smooth implementation and successful outcomes.
• Partner with Account Directors (AD) and Solution Consultants (SC) to develop and execute account strategies aligned with customer objectives.
• Gain a deep understanding of each customer's business goals, systems, and workflows as they relate to Nuix solutions.
• Champion the success of customers by optimising the performance and impact of their Nuix projects.
• Advise customers on best practices for adopting Nuix solutions to enhance their experience and maximise value.
• Coordinate and leverage global resources to support customers in achieving their desired outcomes.
• Promote continuous customer engagement with Nuix through training programs and skill development.
• Be across support and engineering related requests to provide confidence to the customer and help liaise with internal teams
• Oversee and monitor the use of professional services hours, ensuring efficient allocation and delivery of services.
• Foster regular, proactive communication with customers through:

Monthly and Quarterly Business Reviews (QBRs)
Technical cadence and check-in meetings
Project-specific discussions and updates
Product roadmap reviews and coordination

Skills, Knowledge and Expertise

• Proven experience as a Customer Success Manager or in a similar customer-facing role, ideally within corporate, advisory or law enforcement sectors.
• A focus in data privacy, forensic investigations, eDiscovery, etc. is highly desirable.
• Excellent communication and presentation skills, with the ability to engage both highly technical teams and non-technical stakeholders.
• High energy, entrepreneurial mindset with the ability to think critically and proactively solve problems.
• Exceptional written and verbal communication skills, with a strong attention to detail in all client interactions.
• Highly desirable if you have worked with Federal and State government agencies
  
  

Company Overview

Nuix is an equal opportunities employer. Don't let imposter syndrome hold you back We welcome all applications and are a flexible employer.

ABOUT US:
Nuix is on an incredible journey of transformation, aligning our strengths with our ambitions to pursue greater opportunities. To find out more about who we are and what we are doing, please visit our web page.

https://www.nuix.com/

As we expand our global team and extend our skills and expertise, we are unified as one Nuix team guided by our shared values.

Nuix Vision
Finding Truth in a Digital World.

Nuix Mission Statement
Nuix creates innovative software that empowers organizations to simply and quickly find the truth from any data in a digital world. We are a passionate and talented team, delighting our customers with software that transforms data into actionable intelligence.

Nuix Values

• TAKE OWNERSHIP AND FOLLOW UP
• RESILIENT WE LEARN FROM THE PAST AND ARE OPTIMISTIC ABOUT TOMORROW
• UNAFRAID TO DO THE RIGHT THING, QUICKLY
• TEAM NUIX FIRST AND FOREMOST
• HERO OUR CUSTOMERS AND INNOVATE FOR THEM

We believe in these principles and seek to weave them into the fabric of our daily work at Nuix. In doing so, we co-create a dynamic and purposeful company culture that we can be proud of and want to belong to.Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionOther
• IndustriesSoftware Development

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