Customer Success Manager

6 months ago

Melbourne, Australia HammerTech Full time

Full-Time | Hybrid Environment | Melbourne, Australia_

**Who is HammerTech?**

HammerTech is the Compliance, Risk and Safety Control Tower software platform for the construction industry. Our mission is simple: help the trillion-dollar construction industry reduce risk, improve productivity, and increase profits—safely. We have 400+ incredible clients and 15,000+ projects and are the solution of choice in the Australian and New Zealand market and are growing rapidly in North America and Europe. With Series A completed and over $10 million+ capital raised from investors like Arrowroot Capital, we are investing in new markets and products to accelerate growth.

We offer a hybrid work environment with flexible working hours.

To support the significant growth and development of the organization, we are seeking the expertise and capability of a Customer Success Manager to join our dynamic team.

**What you’ll do at HammerTech**

**Key Responsibilities**
- Manage a team of Customer Success Specialists and Consultants throughout Australia and New Zealand
- Provide mentorship and support career development of direct reports
- Develop and maintain strategies for measuring customer success to provide proactive notification of problem clients
- Identify lost revenue opportunities
- Work with customers to resolve issues
- Develop and maintain strong ongoing relationships with HammerTech customers
- Protect revenue and renewals for enterprise clients
- Support land and expand strategy
- Work closely with the implementation team in order to:

- Understand the implementation process and provide support when required; ensuring contractual obligations and regulatory requirements are met
- Assist with general business administration (i.e., updating of knowledge base and support articles, continuous improvement of processes, etc.)
- Communicate with other HammerTech functional areas (Marketing, Sales, Product, Technology) on an as needed basis
- Maintain up-to-date comprehensive knowledge of HammerTech software, its capabilities and competitive edge
- Provide status reporting to both internal management and clients

**Are you a good fit? Let’s start with the HammerTech Core Values**:
Everyone at HammerTech lives by our company values of _United, Innovative and Authentic_ and we hope you’ll help us bring these to life in your role.

While you may not come from construction technology, we know you’ll fall in love with the industry. It’s known for passionate and caring people, team players and avid problem solvers who want to build a better world. With your help as Customer Success Manager, we’ll help construction build safer, smarter, better—_together.- Demonstrated experience in configuring and implementing software solutions
- Extensive experience in building and delivering systems based training programs, including generation of material to be used in programs
- Tertiary qualifications in IT or similar (or equivalent commercial experience)
- Previous experience managing and developing a team
- Outstanding customer service and interpersonal skills
- Ability to build and foster strong stakeholder relationships
- Highly organized with strong attention to detail
- Capacity to manage competing priorities and meet agreed targets and timelines
- Strong problem-solver with a positive can-do attitude
- Motivated self-starter who is proactive and takes initiative

**And if you really want us to double back, you’ll have**:

- Certificate IV in Training & Assessment and/or experience as a trainer
- Proven experience in process improvement and change management

We recognize many of the skills we’ve developed over our careers are often transferable. We believe that creativity, enthusiasm, and drive are the keys to success. If you’re not sure you meet every qualification but feel you have other experience relevant to the role, we encourage you to apply.

**Benefits at HammerTech**

As a Melbourne employee, you’ll benefit from our balanced work-life culture with benefits including:

- Flexible WFH arrangements - we trust you
- Generous training budget & career mapping opportunities
- Additional Parental Leave benefits
- Team Tune-Up Workshops
- Regular social events & employer-funded travel
- Beautiful CBD office with stocked kitchen, all within 3 minutes walk from Flinders Station
- Opportunities to grow your career and make an impact quickly
- HammerTech values diversity and believes that our strength comes from including the perspectives of all kinds of contributors. We encourage people from underrepresented communities to apply, including racial minorities, LGBTQIA+, and those with disabilities. Accommodations are available during all stages of the recruitment process, please let us know of any needs we may not have accommodated._

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