Customer Success Manager

2 days ago

Canberra, Australia Nuix Full time

Do you love a fast-paced environment? Do you want to be part of an amazing team? If the answer is yes, we have an exciting role for you

**Summary**

Post-Sales Technical Consultants ("TC") are an essential part of the Nuix organization. They work directly with our most valued customers in a post-sales capacity, focusing on predominantly more complex customer engagements involving solutions spanning multiple products.

The TC is responsible for advising customers on the successful adoption, integration and utilisation of Nuix products and services; and possesses the skills to articulate and demonstrate the compelling value of the Nuix platform.

Working closely with the Account Manager, this role owns all technical activities of the post-sales cycle including monitoring and managing all technical aspects of Nuix's customer relationship. The TC will advise customers on best practice for deploying and utilising Nuix solutions to enhance the customer experience, improve satisfaction and increase utilisation.

The TC may also engage other Nuix resources (SCs, SMEs etc) to educate and advise the customer on the deployment of the Nuix portfolio. By providing top-quality technical advice before and after a sale, the TC helps to ensure the retention and growth of the customer by monitoring customer satisfaction.

**Your key Responsibilities include**:

- Being a trusted advisor to the customer
- Together with the Sales, SC, PM, and Account Manager understanding the customer's goals, systems, and workflows pertaining to Nuix
- Drive proactive and regular customer engagement in the form of:

- Advise customers on deployment of the Nuix solution; conduct knowledge transfer and adapt and templatize workflows for Nuix
- Lead onboarding and first use assistance for incoming Nuix Discover customers
- Inform the customer on best practice adoption of our solutions to enhance the customer experience e.g. training and enablement
- Participate in Quarterly Business Reviews
- Conduct Health Checks
- Provide product roadmap and new feature updates, as well as ongoing product expertise as customer use evolves over time
- Review and escalate customer enhancement requests
- Provide visibility to leadership on customer initiatives
- Partner with the Sales and SC teams to create Proof of Concepts and SoWs to meet prospective customers' business, functional, and technical requirements.
- Act as liaison between customers and the Nuix Product/Development teams to drive adoption, usage and expand customer footprint.

**Technical Proficiency and Collateral**
- Learn and maintain expert knowledge of Nuix solutions and workflows, including deployment, and best practices.
- Generate project plans and use cases, as well as other technical documentation e.g. scripts and workflow
- Create and customize internal and external collateral to support our customers' use of Nuix solutions.
- Develop/maintain familiarity with the use and setup of common virtual and physical Nuix system configurations.
- Build and sustain expert knowledge of common customer and industry specific use cases and business challenges.
- Bridge the gap between technical and non-technical stakeholders. Be the catalyst who translates business and technical requirements into actionable outcomes.

**To be considered for this role, you will possess**:

- Bachelor's degree, preferably in computer science/business related field
- 5 years' minimum experience in technical consulting including experience with industry standards for Processing, Exporting and Reviewing data.
- Experience with SQL, virtualization (VMWare), and/or ElasticSearch is beneficial
- Expertise in one or more coding languages (Java, Python, Ruby) is beneficial
- Previous experience with EnCase, Axiom, FTK, Cellebrite or XRY.
- Enterprise-level business project experience with strong process, analysis, design, and documentation skills
- Resourcefulness, problem solve and ability to work well independently and with colleagues across multiple departments and regions
- Strong interpersonal skills with superior presentation and writing skills with an attention to detail delivering high quality output against demanding and competing priorities
- Ability to collaborate and communicate effectively across multiple teams and time-zones
- Fluency in English. Fluency in German, French and / or Spanish is a plus
- The capacity to travel internationally as required.

**In return, we will offer you**:
A great working environment with a fast-growing global software company. Upon full time employment, we offer competitive benefits and compensation.

*** Nuix is an Equal Opportunity Employer

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