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Customer Success Lead

4 months ago

Newcastle, Australia University of Newcastle Full time

Full-time Fixed-term Position Located at Callaghan Campus
- Higher Education Worker Level 8
- Join an Established Change Management Delivery Practice

The Customer Success Lead is responsible for the implementation of the Customer Success Framework for a portfolio of IT products and services. This includes
- Leading the planning and implementation of change and adoption approaches aligned to the Customer Success Framework (PROSCI)
- Researching and preparing change and user impact assessments
- Providing expert advice including project change resourcing recommendations to support the delivery of new Digital solutions
- Developing and continually improving end user content to support adoption plans including awareness campaigns, communications and training programs
- Reviewing, analysing and assessing business readiness to inform ‘go-live’ decisions

This Fixed Term position is full time and will be located at the Callaghan Campus (Awabakal and Worimi land).

You will inspire us with your thorough knowledge and expertise working with best practice Change Management methodologies, your exceptional skills in stakeholder management and your ability to deal with changing expectations.

**About our University**

The University of Newcastle stands as a global leader distinguished by a commitment to equity and excellence. Our vision is to be a world-leading University for our regions and creating a better future for our regions and the globe. Underpinned by this vision are our values of excellence, equity, engagement and sustainability.

We provide opportunities for all people regardless of their background and experience, and this philosophy is reflected across all that we do.

**About the Unit**

The University of Newcastle Digital Technology Solutions (formally IT Services) department delivers cutting-edge, innovative and cost-effective digital solutions and services to the University’s staff, students and partners. Digital technology Solutions is repositioning to be a technology integrator, broker, trusted advisor and innovator, enabling the University to deliver the New Futures Strategic Plan

**What we offer**

The remuneration for this position is from $102,667 - $119,778 p.a +17% superannuation and is commensurate with skills and experience.

For information on our employee benefits (such as flexible working, discounts in private health insurance and gym memberships and salary packaging) please visit here.

**Your next steps**
- Your resume
- A statement addressing the Essential Criteria listed below
- Postgraduate qualifications or progress towards postgraduate qualifications and extensive relevant experience in Information Technology, Training or Communications or extensive experience and management expertise; or an equivalent combination of relevant experience and/or education/training
- Proven track record in delivering successful outcomes for business stakeholders which relate to the change and adoption of new IT products or services
- Demonstrated leadership capabilities including the ability to coordinate multiple internal and external stakeholders to achieve a successful outcome
- Project management expertise with demonstrated capacity in planning, delivery and evaluating outcomes to schedule
- Demonstrated experience in driving process improvement including process mapping, data collection to inform improvement activities
- Outstanding interpersonal skills including the capacity to build relationships and interact with people at various levels of the organisation
- Excellent communication skills with the ability to prepare promotional material and instructional content that will appeal to a broad audience base
- Demonstrated ability to coordinate with multiple stakeholders to achieve a successful outcome.

**Please upload your Cover Letter **and** response to the requested Criteria as **one** PDF document**.

Your Cover Letter and Response to the Essential Criteria should not exceed 4 pages (approximately 2,000 words).

**Closing date: Monday 6th March 2023 at 11.59pm AEDT**

**We are excited to be Looking Ahead with you**

LI-KG1