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Customer Capability Manager

4 weeks ago

Perth, Australia Immersive Technologies Full time

**Customer Capability Manager - Mining Equipment: People, Process & Technology Optimisation**

Immersive Technologies, the global leader in mining equipment simulation and blended learning solutions with 30 years of mining industry experience in developing customer workforces, are seeking an experienced leader to engage, support and improve our customers workforce capability within our Australia Pacific region.

You will be part of Immersive's Professional Services network which includes more than 30 professionals globally delivering distinctive customer solutions generating real results. You will be working with a group of consultants and specialists that are solving strategic challenges in the workforce development space. This is a unique opportunity to work on relevant issues across the mining industry and touch people at the heart of it.

**The Role**:
You'll leverage our services teams expertise to support our customers and create sustainable impact. You'll do so by shaping and delivering a range of projects and initiatives across different stages of the customer workforce development cycle. You'll participate in and contribute to problem-solving sessions with our internal teams, customer representatives as well as your teams regional consultants and specialists on a regular basis. Where necessary, you will also serve as the escalation point for all three groups.

Reporting to the Regional Vice President, you will be at the intersection of people, process and technology involving collecting, summarizing, analysing, and synthesizing information that helps solve specific customer problems - with a clear focus in the workforce development domain.

As the Customer Capability Manager, you'll also work with the Regional Sales Manager to provide cohesive customer retention strategies supporting defined opportunity areas showcasing our success stories where people development expertise is required.

You'll be responsible for leading and developing a team of consultants and specialists to elevate customer experiences and create a culture that drives accountability and commitment to deliver customer value.

Commercial acumen and customer management experience evidenced via documented outcomes in the mining sector will be an invaluable skill set ensuring success in this role.

Additionally, you'll help drive process improvements in the regional services organization by ensuring best practice in project delivery. You will also be an evangelist for strong project management discipline, guiding the team and coaching on budget management, workforce development planning, risk management/mitigation and ongoing project governance.

**Some of the key functions**:

- Participate in projects as a Delivery Executive or Project Manager, consulting customers with confidence and high quality.
- Responsible for managing a team of consultants (a mix of functional and/or technical in nature), including the professional development of this group.
- Support our regional sales function in cultivating growth opportunities with existing customers.
- Lead conversations with customers to identify needs and shape services solutions.
- P&L responsibility for regional services operations.

**What we offer**:

- Attractive base remuneration and incentive structure plus super.
- Supportive Team Culture.
- International team conferences and events.
- Flexible working arrangements.
- Employee Assistance Program for self and family.

**You**:

- Experience in customer-facing positions as a professional services mentor.
- Previous experience growing and mentoring a team of professionals.
- Demonstrated ability to think strategically about business and technology challenges.

**Travel Expectations**:
This position requires travel around 30% of the time, based on business needs.

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