Customer Success Director

4 weeks ago

Sydney, New South Wales, Australia Standards Australia Full time
About the Role

Standards Australia is seeking a Customer Success Director to lead our customer success team and deliver an exceptional customer experience. As a key member of our organisation, you will be responsible for building customer-centric capability and performance within your direct team and advocating for customer excellence across the business.

Key Responsibilities:
  • Develop and implement a robust customer excellence delivery infrastructure to provide a first-class customer experience and embed customer-centric behaviours
  • Design and execute integrated customer engagement and communication initiatives to enhance perceptions and experiences of customers and communities
  • Participate in customer research programs, dialogue, and other forms of engagement to understand key issues and improve customer service
  • Lead the overall satisfaction and proactive retention of customers through knowledge of Standards Australia's core business and products
  • Manage and drive retail and subscription sales, deliver competitive after-sales service, including retention strategies, and ensure an accurate sales ordering system
  • Serve as the voice of the customer, providing internal feedback on product enhancements and ways to serve customers better
  • Manage customer complaints to appease dissatisfaction and deliver resolutions to retain satisfied customers
  • Ensure all Customer Success Specialists deliver professional written and verbal communication to all customers
  • Stay informed on the latest industry trends, technology, and best practices to optimise the customer experience
  • Make appropriate decisions with an understanding of commercial and non-commercial implications
  • Partner with the Voice of the Customer Analyst to ensure SA measures what matters and follows through with measurable actions for areas of improvement
  • Develop and deliver competitive customer satisfaction metrics, goals, KPIs, OKRs
  • Maintain alignment among all employees in language and behaviour
  • Develop and communicate a clear team vision and direction, ensuring each team member understands their contribution to long-term success
  • Lead daily operations and big-picture thinking, managing and mentoring a team, addressing performance issues promptly and fairly, and planning for current and future talent
About You

We are looking for a leader with at least 5+ years of experience from a call centre or customer support environment, who has created measures to improve the customer experience and possesses a track record of following through to ensure success. Proficiency in Microsoft Office Suite and Salesforce is required, along with experience in improving Net Promoter Score (NPS).

Compensation and Benefits

We offer a competitive salary of $120,000 per annum, plus a wide range of benefits as part of our People Perks Program, including professional development opportunities, a 9-day fortnight, global working opportunities, flexible work arrangements, and a generous work anniversary program.

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