Senior Customer Success Professional

5 days ago

Melbourne, Victoria, Australia beBeeCustomerSuccess Full time $130,000 - $135,000

We're looking for a skilled Customer Success Manager to join our team in Brisbane or Sydney. In this role, you will be responsible for ensuring customer satisfaction through the effective application of RIB's technical solutions and your management expertise.

As a Customer Success Manager, you will work closely with prestigious regional customers, internal RIB product groups, and regional leadership teams to drive high levels of customer satisfaction. You will also contribute to delivering on key global initiatives as defined by the global customer success lead in driving global best practice in presales and customer success.

This is a key role in assisting with the growth and strategy of RIB within the region. You will operate as a critical member of our team in leading presales and CSM initiatives. The ideal candidate will have experience in software implementation projects, managing a team of 5-10 staff members, and possess exceptional professional communication skills.

You will need to have a bachelor's degree in IT or construction or industry experience. Strong customer facilitation skills and the ability to utilise design thinking and requirement gathering skills are essential. Passionate, willing to take ownership of deliverables through to completion.

Key Responsibilities:
  • Support Regional Strategy: Assist the Customer Success Excellence Director in executing RIB's growth strategy and future initiatives within the region.
  • Ensure Customer Satisfaction: Drive high levels of customer satisfaction through the effective application of RIB's technical solutions and your management expertise.
  • Collaborate with Key Stakeholders: Work closely with prestigious regional customers, internal RIB product groups, and regional leadership teams.
  • Support Global Initiatives: Contribute to delivering on key global initiatives as defined by the global customer success lead in driving global best practice in presales and customer success.
Requirements:
  • Bachelor's Degree in IT or Construction or Industry Experience.
  • 7+ years' experience in Software Implementation Projects.
  • 5+ years' experience managing a team of 5-10 staff members.
  • Exceptional professional communication skills, both written & verbal.
  • Strong customer facilitation skills and ability to utilise design thinking and requirement gathering skills.
  • Possess most of the below Skills or Experiences required to fulfill the role:
    • Stakeholder engagement - including workshops, meetings and formal agreements on project and delivery requirements.
    • Business strategy planning as required throughout the region.
    • Thought leadership in the future direction of the industry and impact driven by RIB.
    • Reporting and monitoring the success of delivery and impact to our customers through success metrics.
    • Managing delivery in terms of overall satisfaction and profitability throughout the group.
    • Continuous improvement and staying abreast of core industry trends and software trends.
    • Conducting status reviews and 360 reviews with both team members and clients.

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