Customer Success Specialist-channel

7 months ago

Sydney, Australia Teletrac Navman Full time

If you're passionate about fostering long-term relationships and achieving revenue targets, this role is for you

As a Customer Success Specialist, you'll be responsible for proactively managing a dedicated patch of channel partners. Your focus will be on supporting retention, resigning, and keeping churn under annual targets. This role entails driving revenue growth and penetrating the existing customer base through upsell, cross-sell, and price management. You will foster long-term relationships, working closely with Sales, State Managers, Support, Service, and Product teams.

Here's what you'll do:

- Drive effective migration conversations to meet project targets for Telstra’s 3G network shutdown.
- Provide contract summaries and billing reconciliations to channel partners, managing the renewal pipeline effectively.
- Conduct regular business reviews with customers to develop strategic action plans for key accounts.
- Support and manage channel partners to proactively handle retention, renewal, and customer account activities to keep churn under annual targets.
- Drive increased usage of the solution with existing customers.
- Conduct live demos of the software platform and recommend products based on customer needs.
- Draft proposals with product recommendations and negotiate contracts.
- Secure contract renewals and uncover opportunities to increase revenue growth within the client lifecycle.
- Manage and improve Customer Health using the company's methodology, developing and facilitating action plans as required to improve service levels or support client strategic objectives.
- Contribute effectively to working collaboratively with other departments (Finance, Support, etc.).
- Lead and participate in VBS tools and projects (DMs, PSP, PD, VOC, etc.).
- Preferred degree in administration, systems, or accounting fields (Communications).
- 3+ years’ experience in Customer Account Management/Customer Success-Sales or Project Management.
- Prior SaaS solution experience with virtual customer management skills advantageous.
- Experience working with a channel model would be a bonus.
- Experience with ROI business selling and operating expense management.
- SFDC experience or equivalent CRM software required (including reporting).
- Previous experience working in the Transport or Telematics industries would be an advantage.
- Working knowledge of GPS systems preferable.
- Strong customer conflict management and communication skills with the ability to communicate effectively at all levels.
- Able to work with a diverse array of people, challenging in a non-confrontational way and building successful working relationships.
- Willingness to take ownership, be held accountable, and achieve a good outcome for all stakeholders.
- Displays sound business judgment and decision-making capability.
- Passionate customer experience orientation with extensive experience in managing multiple stakeholders.
- Methodical and disciplined approach to problem-solving.
- Willingness to undertake periodic domestic travel.

LI-AK2 #LI-HYBRID

Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our six operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, Hennessy Industries, and DRB Systems—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and sustainability worldwide.

Energized by our shared purpose and values, we have a strong culture shaped by a deep organization-wide commitment to inclusion, diversity, and equity (ID&E) and environmental, social, and governance (ESG). Eight vibrant global employee resource groups serve as powerful focal points for connection, community, and advocacy, and we actively support community causes through Vontier Cares. We offer flexible remote and in-person, open-space work options.

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