Customer Success Manager

4 months ago

Brisbane, Australia Trapeze Group Limited Full time

Job Summary:
The Customer Success Manager excels at helping Bus Operators succeed, thereby positioning us as the strategic long-term software solutions relationship in the Bus Industry.

**Job Description**:
Why Trapeze?

Trapeze Group is a global public transport technology leader. We partner with transport authorities and operator organisations to solve challenges, save money, and improve the experience of the millions of people that travel with our customers every day.

The ANZ arm of our global business is headquartered in Brisbane, where the team have cultivated an exciting and supportive work environment, with a huge emphasis on employee engagement.

Our parent company Constellation Software has more than 125,000 customers in over 100 countries, is listed on the Canadian stock exchange and since its IPO in 2006 has annually grown at an average of 37% - a faster growth rate than Amazon or Apple.

About the Role

As Customer Success Manager, you will own the customer relationship within the business at the executive and operational level with a primary focus on increasing customer satisfaction and turning customers into successful business partners.

You’ll have the opportunity to:

- Build & maintain loyal, strong & strategic relationships with customers' executives and key staff stakeholders.
- Own the Bus Operator customer relationship within the ANZ Bus business at the executive operational level & adopt a regular cadence of strategic meetings to drive customer success & TIMS business outcomes.
- Identification & monitoring of customers' organisational goals, business problems and barriers to success & facilitates finding the solutions to address them.
- Leadership and management of the TIMS Consulting Teams in customer care and professional services.
- Design and operationalise process improvements and new billable services that add value to our customers.
- Influence and contribute as a key member of the Senior Leadership Team as the Customers' representative to drive the sustainable growth and profitability of the ANZ Bus TIMS business including:

- business strategy, risk management & governance;
- ensuring roadmap priorities align with achieving customer success and your team supports product definition;
- marketing & communications strategy & campaigns;
- product knowledge management and a culture of sharing.

What you’ll bring to the role:

- Experience in leadership & customer success management of a service-based software solutions provider.
- Ability to manage a highly engaged consultancy team to drive successful business outcomes of the Customer Care & Professional Services functions.
- Ability to design, develop or improve our Customer Success Program, partnering opportunities, project proposals and pitches that ensure customers derive the greatest value from the TIMS solution for our specialised bus industry software solution and converts them into successful business partners.
- Ideally Bus or Public Transport Industry Experience.
- Ability to travel extensively nationally, and occasionally internationally.

Questions?
- We'd love to hear from you.

Please note: Only applicants with Australian working rights will be considered for this role. You will need to successfully pass an Australian National Police Check if you are successful.

Worker Type:
Regular

Number of Openings Available:
1

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