Business Readiness Expert

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomer Full time $180,000 - $220,000
Senior Customer Readiness Manager

We empower small businesses by automating routine tasks, surfacing actionable insights, and connecting them with the right data. This leads to a stronger economy that can change the world.

Key Responsibilities:
  • SUCCESSFUL PRODUCT CHANGE EXECUTION
  • IDENTIFICATION AND MITIGATION OF CRITICAL CUSTOMER RISKS
  • CUSTOMER IMPACT MONITORING
  • PARTICIPATION IN INCIDENT MANAGEMENT

You will lead, coach, and develop a high-performing delivery team tightly aligned with customer organisation objectives. Your team will have stakeholders across multiple global divisions, and you will effectively drive advocacy for customer needs and objectives.

What You'll Do:
  • Engage with leaders across Product, Technology, and Customer functions as the primary conduit to deliver awareness of product initiatives and their impact on customers
  • Advocate for customer outcomes and ensure customer requirements are understood and adopted for business change
  • Raise risks through relevant decision-making forums, escalate decisions as needed, and put commercially viable plans in place to mitigate risks
  • Ensure the successful implementation of product and business change into the customer organisation - our productivity and cost to service objectives are achieved
  • Champion continuous improvement of release readiness to increase effectiveness of change delivery
  • Embed a culture of customer advocacy within the team, driving customer-centric solutions to technical and non-technical issues experienced
  • Support the development of analytics-based insights to advocate for desired customer product outcomes and solve customer and business needs
  • Monitor the impact of product change and issues, and play a key role in relaying customer sentiment back into the business
  • Strategically develop and implement engagement models for Xero discussions forums
  • Uplift the capability and delivery of your team
  • Effectively manage and support your direct reports, providing regular feedback and performance reviews

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