Manager, Enterprise Customer Success

5 months ago

Melbourne, Australia Teletrac Navman Full time

Lead our ANZ Enterprise Customer Success team to enhance customer satisfaction, loyalty, and retention: leverage data, feedback, and insights to improve the overall customer experience. Proactively manage retention and Customer Success activities for New Zealand and Australia, aiming to minimize customer churn and expand our customer base. Guide a team focused on building strong customer relationships and meeting their needs throughout their journey with the company.

**What you’ll be doing**:

- **Risk Management**: Recognize and identify at-risk customers; collaborate with internal support to resolve issues promptly.
- **Customer-Centric Culture**: Foster a culture that values feedback, continuous improvement, and innovation.
- **Opportunity Identification**: Identify opportunities for incremental fleet growth and coordinate with sales for seamless customer interaction.
- **Team Development**: Support the growth of the Customer Success Enterprise team, optimizing people, processes, and strategies.
- **Customer Journey Optimization**: Create a data-led model of the customer journey and ensure alignment among internal stakeholders.
- **Relationship Building**: Develop and maintain key relationships with Enterprise customers.
- **Feedback Implementation**: Capture customer feedback through surveys, reviews, and direct interactions, focusing on solutions.
- **Metrics Establishment**: Define metrics to measure customer engagement effectiveness.

**To excel in this role, you should have**:

- 8+ years’ experience in customer engagement, customer success, enterprise sales or related roles.
- Advanced business experience and ability to create strategies, guidelines, and objectives, and implement them while driving business growth and creating data-driven reports.
- An analytical mindset with the ability to interpret data and derive actionable insights.
- A strong understanding of customer experience management and customer relationship-building strategies.
- A proven track record in customer success, including building the processes and systems to be successful.
- A deep understanding of software businesses, with knowledge of both the subscription and renewal models.
- Working knowledge of customer success tools and methodologies.
- Commitment to customer success.

**Bonus points for**:

- Working knowledge of GPS systems
- SAP skills

**Our Commitment to You**

At Teletrac Navman you will have the opportunity to take on a critical role within a prestigious international SaaS company. Our work environment is built on collaboration, fostering innovation, and valuing the contributions of each team member.

We are deeply committed to the professional growth of our employees, offering a comprehensive suite of training and development opportunities. These include LinkedIn Learning, personalized coaching, and a diverse range of online courses. Your growth and success are integral to our business philosophy.

We understand that life can present various challenges, which is why we provide an Employee Assistance Program (EAP) to support our team members through different life events and concerns. Additionally, we are dedicated to giving back to the community and encourage our employees to make a positive impact through charitable fundraising and volunteer work.

**Take the Next Step**

**#LI-AK2**

Vontier (NYSE: VNT) is a global industrial technology company uniting critical mobility and multi-energy technologies and solutions to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves - delivering smart, safe, and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement built upon the foundation of the Vontier Business System and embraced by over 8,500 colleagues worldwide.

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