Director of Technical Customer Experience

7 days ago

Sydney, New South Wales, Australia Advanced Navigation Full time

At Advanced Navigation, we're pushing the boundaries of innovation in AI robotics and navigation technologies across land, air, sea, and space applications. Our mission is to drive the autonomy revolution, and we're looking for a seasoned leader to join our team as Director of Technical Customer Experience.

About the Role

This role will lead a global team of technical support experts responsible for delivering exceptional customer experiences. You'll engage with cross-functional partners to identify and implement initiatives that improve net promoter scores, drive sales growth, and enhance customer satisfaction.

Key Responsibilities:

    • Lead the team of pre- and post-sales engineers to provide impactful technical guidance in support of acquisition and expansion opportunities
    • Collaborate with the Sales Team to qualify, develop, and execute technical solutions that meet and exceed customer application and opportunities
    • Empower the team in researching, resolving, and responding to customer technical issues promptly and effectively
    • Manage escalated technical issues, engaging with senior customer counterparts to resolve problems
    • Develop and manage SLAs with key cross-functional partners in support of issue resolution and delivering high-quality customer experiences
    • Work closely with cross-functional partners to address the root cause of hardware or software issues observed from customer cases
    • Systems infrastructure: Continuously review and enhance the tools and processes used by the Support Team to deliver their work, developing more scalable and efficient ways to increase throughput and improve the customer experience
    • Customer Relationship Management: Develop and nurture successful long-term relationships with critical customers to create a best-in-class customer experience, fostering loyalty and trust.

Qualifications and Requirements:

    • Bachelor's degree in a related field, ideally in Mechatronics or Engineering
    • 5+ years of experience leading Support/Application Engineering teams for a hardware business
    • Domain knowledge in Aerospace, Defence, Surveying, Autonomous vehicles/robotics, and Maritime/subsea markets is highly beneficial
    • Demonstrated experience in Pre-Sales as well as Post-Sales is favorable
    • Highly proficient with Salesforce/Service Cloud
    • Deep understanding of the software/hardware development lifecycle
    • An understanding of programming languages including Java, C, Python
    • Dedication to delivering a great customer experience while being a creative problem-solver in response to technical, product, and business questions
    • Outstanding verbal and written communication skills

What We Offer:

You'll have access to industry-leading products with diverse applications within some of the most exciting projects worldwide. We're growing a team of inspired individuals from all sorts of backgrounds. With great opportunities for growth and variety, we strive to help each employee carve out the path that's right for them.

Salary Estimate: £90,000 - £120,000 per annum, depending on experience and qualifications.

  • Senior Technical Experience Director

    1 week ago

    Sydney, New South Wales, Australia Advanced Navigation Full time

    Unlock Your Potential as a Senior Technical Experience DirectorWe are seeking an exceptional leader to spearhead our Customer Support team, driving innovation and excellence in technical guidance and customer satisfaction. As Senior Technical Experience Director, you will lead a global team of pre- and post-sales engineers to deliver impactful solutions that...

  • Technical Director of Global Customer Experience and Support

    1 week ago

    Sydney, New South Wales, Australia Advanced Navigation Full time

    Company OverviewAdvanced Navigation is a pioneering innovator in AI robotics and navigation technologies, pushing the boundaries across land, air, sea, and space applications. Our mission is to be the catalyst for the autonomy revolution, driven by research and discovery.About the RoleWe are seeking a highly experienced Technical Director of Global Customer...

  • Customer Experience Director

    2 weeks ago

    Sydney, New South Wales, Australia inchcape Full time

    Director of Customer ExperienceWe are seeking an exceptional leader to join our team as the Customer Experience Director at our Artarmon Dealership.About the RoleThis is a unique opportunity for a seasoned professional with a proven track record in sales leadership and customer experience management. You will lead, coach, and inspire a high-performing team...

  • Director of Customer Experience

    1 month ago

    Sydney, New South Wales, Australia Optus Full time

    About the RoleWe are seeking a highly skilled and experienced Director of Analytics and Insights to join our team at Optus. As a key member of our leadership team, you will play a pivotal role in driving the Voice of the Customer (VOC) program and analytics initiatives across the enterprise.Key ResponsibilitiesDevelop and drive the VOC strategy to improve...

  • Technical Solutions Director

    1 week ago

    Sydney, New South Wales, Australia KPMG Australia Full time

    Role OverviewWe are seeking a highly skilled Technical Solutions Director to lead our digital experience team in delivering exceptional customer experiences for our clients. This role is based in KPMG Australia and offers a competitive salary of $160,000 - $200,000 per annum.About the RoleThis key leadership position requires an experienced technical...

  • Marketing Director

    1 week ago

    Sydney, New South Wales, Australia Woolworths Group Full time

    Customer Experience Marketing RoleWe are seeking a highly skilled Marketing Director - Customer Experience to lead our customer experience initiatives and drive business growth.

  • Customer Experience Director

    3 days ago

    Sydney, New South Wales, Australia XE Full time

    Xe is a global leader in currency services, delivering innovative solutions to individuals and businesses. We strive to create a seamless customer experience through our comprehensive range of products and services.As a Customer Experience Director at Xe, you will play a crucial role in driving our mission forward. Your primary focus will be on leading the...

  • Technical Engineering Director

    1 week ago

    Sydney, New South Wales, Australia Symbio Full time

    Role OverviewWe are seeking a skilled Technical Engineering Director to lead our engineering team in providing technical guidance for the Sonar OSS/BSS platforms. As a key member of our engineering team, you will be responsible for developing new features that align with our business objectives and customer needs.

  • Director of Customer Experience

    2 weeks ago

    Sydney, New South Wales, Australia REA Group Full time

    Job DescriptionEstimated Salary: AU$180,000 - AU$200,000 per yearWe are seeking a highly skilled Director of Customer Experience to lead our Customer Success team in Sydney. As a key member of our leadership team, you will be responsible for driving customer adoption, retention, and advocacy.About the Role:Lead a team of Customer Success Consultants to...

  • Technical Architect

    1 week ago

    Sydney, New South Wales, Australia Insider Full time

    OverviewAt Insider, we are pushing the boundaries of customer experience. As a Technical Architect - Customer Experience, you will play a key role in shaping our technical vision and ensuring seamless execution.SalaryWe offer a competitive salary of $120,000 per year, commensurate with your experience.Job DescriptionThe Technical Architect - Customer...

  • Customer Experience Technical Specialist

    1 week ago

    Sydney, New South Wales, Australia Microsoft Full time

    Job OverviewWe are seeking a skilled technical professional to join our Customer Service & Support (CSS) team at Microsoft. As a Technical Support Engineer, you will be responsible for owning, investigating and solving complex customer technical issues.About the RoleThis is a fantastic opportunity to accelerate your career growth by honing your...

  • Commercial Director of Customer Experience

    2 weeks ago

    Sydney, New South Wales, Australia William Grant & Sons Full time

    OverviewWe are seeking a highly experienced and skilled Commercial Director of Customer Experience to join our team at William Grant & Sons. This is an exciting opportunity to drive commercial growth and develop a customer-centric approach across our business.Job SummaryThe Commercial Director of Customer Experience will be responsible for developing and...

  • Customer Experience Director

    7 days ago

    Sydney, New South Wales, Australia Scentre Group Full time

    About the RoleWe are seeking an experienced Customer Experience Director to join our Westfield Penrith team. As a key member of our marketing team, you will be responsible for delivering exceptional customer experiences every day.Key ResponsibilitiesDevelop and Execute Marketing Plans: Develop the Centre's Marketing Plan and oversee the flawless execution of...

  • Customer Experience Director

    1 week ago

    Sydney, New South Wales, Australia BONDS Outlet Full time

    About the RoleWe are seeking a highly motivated and enthusiastic Customer Experience Director to join our team at BONDS Outlet Store.This is a full-time role working across a Sunday-Thursday roster with an estimated salary of AU$70,000 - AU$90,000 per annum, depending on experience.Company OverviewBONDS is part of Hanes Brands Australasia, home to some...

  • Customer Experience Director

    2 weeks ago

    Sydney, New South Wales, Australia EBOS Group Limited Full time

    About EBOS Group LimitedEBOS Group Limited is a leading Australian Healthcare wholesaler, servicing the primary market for over 30 years. As an ASX listed company, we provide healthcare professionals with a wide range of products and services.The RoleWe are seeking an experienced Customer Experience Director to join our Shared Services Team in Wetherill...

  • Customer Experience Director

    2 weeks ago

    Sydney, New South Wales, Australia Programmed Full time

    PERSOLKELLY, a leading partner of innovative homewares wholesalers, is seeking an experienced Customer Service Manager to contribute to the company's growth in Alexandria.As a vital member of the team, you will report directly to the Director and play a crucial role in enhancing customer experiences and staff capability.About the RoleThe Customer Service...

  • Executive Director – Customer Experience

    1 month ago

    Sydney, New South Wales, Australia Big Umbrella Full time

    Big Umbrella is seeking an Executive Manager – Customers, People to facilitate the ongoing success of our Workplace Health & Rehabilitation Provider in Sydney CBD. Reporting to the Managing Director, the key responsibilities include:Business development – cultivate robust relationships with new customers (Insurers & Employers)Customer relationship...

  • Technical Lead for Customer Experience and Technical Support

    2 days ago

    Sydney, New South Wales, Australia Advanced Navigation Full time

    About Advanced NavigationAs a pioneer in AI robotics and navigation technologies, Advanced Navigation is dedicated to driving the autonomy revolution. Our mission is to deliver innovative solutions that transform industries and improve lives.Job DescriptionWe are seeking a seasoned Technical Lead to head our Customer Experience and Technical Support team. As...

  • Customer Experience Transformation Director

    1 week ago

    Sydney, New South Wales, Australia TPG Telecom Full time

    Job DescriptionAt TPG Telecom, we are revolutionizing the way our customers experience our products and services. We are seeking a highly skilled Customer Experience Transformation Director to lead our efforts in delivering exceptional customer experiences.Company OverviewWe are a dynamic business with a portfolio of powerful brands, including Vodafone, TPG,...

  • Senior Technical Director

    2 weeks ago

    Sydney, New South Wales, Australia Opus Recruitment Solutions Ltd Full time

    A leading global platform with headquarters in Sydney is seeking an experienced Senior Technical Director to drive the development and implementation of cutting-edge solutions. This role offers a unique opportunity to join a successful business that has established itself as a major player in the Australian and U.S. markets.As Senior Technical Director, you...