Customer Success Manager

2 weeks ago

Melbourne, Australia Hudson Australia Full time

Join a forward-thinking technology company that provides innovative maintenance management solutions. Their software is designed to help large-scale enterprises optimise operations, manage maintenance effectively, and improve overall efficiency. Supporting clients across a range of industries, including fuel networks and electric vehicle infrastructure, they pride themselves on delivering exceptional value and creating lasting partnerships with their customers.

This role combines strong customer service and interpersonal skills with technical expertise to deliver exceptional support to key customers in Australia. You will play a pivotal role in ensuring customers maximise the value of the company's maintenance management software, offering both strategic consultancy and hands-on technical support.

The role is critical for providing the level of experience and quality needed to support major clients, ensuring seamless operations and enabling long-term success. Working independently, you will act as a trusted advisor, bridging the gap between technical solutions and customer needs. While this is a remote role, occasional in-person meetings with clients will be required to build relationships and address specific needs.

**The Opportunity**
Key responsibilities include:

- Build and maintain trusting relationships with clients, ensuring their long-term success.
- Provide strategic advice and professional services to support the use of the company's solutions.
- Work closely with clients to understand their needs and deliver tailored solutions.
- Ensure the successful delivery of projects, meeting client expectations at every stage.
- Analyse and prepare customer data to integrate into the company's systems.
- Collaborate with internal teams to ensure a smooth transition after project completion.
- Develop and maintain high-quality documentation for technical and project purposes.
- Identify opportunities to expand services and add value for existing clients.
- Provide training and technical support to help clients fully utilise the software.
- Act as the primary point of contact for clients, addressing any concerns and ensuring satisfaction.

**Technical Skills and Systems Exposure**
This role requires a strong technical skill set and experience with relevant systems to ensure effective delivery and client support:

- Experience with maintenance management software or similar platforms.
- Ability to analyse, manipulate, and mobilise large data sets effectively.
- Familiarity with reporting tools and data visualisation systems.
- Exposure to customer relationship management software or enterprise resource planning tools.
- Proficiency in tools such as Microsoft Excel, Word, and other common office software.
- Technical writing skills for creating clear and concise documentation.
- Desirable experience with systems for data migration and integration.
- Understanding of system implementation and troubleshooting processes.
- Knowledge of scripting or basic query languages (e.g., SQL) is an advantage.
- Strong aptitude for learning new technologies and systems quickly.

**About You**
We are looking for a results-driven professional with the following skills and experience:

- Proven experience managing multiple projects in a customer-facing role.
- Knowledge of project management techniques and processes.
- Strong organisational and time management skills to meet deadlines effectively.
- A good understanding of technology and experience with similar software platforms.
- Excellent communication and presentation skills, including technical writing.
- Ability to build strong relationships with clients and understand their unique needs.
- A full driving licence and the ability to travel as needed.
- Desirable experience working with data systems, tools for reporting, and customer databases.
- Proficiency with commonly used software tools such as Excel and Word.
- A commitment to delivering quality outcomes and excellent customer service.

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