Customer Success Manager
4 weeks ago
At Wabtec, we are a leading global provider of equipment, systems, digital solutions and value-added services for freight and transit rail. Our mission is to create transportation solutions that move and improve the world.
Join our team as a Customer Success Manager - Global PartnershipsWe are seeking a skilled professional to manage the delivery of services across all customer SLAs, with accountability for SLA margin performance. The successful candidate will be responsible for facilitating periodic SLA Review meetings and escalating key issues and risks.
This role reports to the Global Program Director and is based in Eagle Farm (QLD), Fountaindale (NSW). As a key member of our team, you will be expected to work closely with cross-functional teams to develop efficient and consistent work processes and procedures.
About the Role- Point of contact for all customer support post system installation
- Manage the delivery of services across all customer SLAs, with accountability for SLA margin performance
- Facilitate periodic SLA Review meetings and escalate key issues and risks
- Monitor open support cases to ensure timely resolution and transparent communication of progress
- Proactively manage customer spares holding and provide advice regarding appropriate levels of managed stock
- Analyze customers' needs and suggest upgrades or additional features to meet their requirements
- Liaise with the sales department to win new business and increase sales
- Establish best practices
Key Requirements:
- Bachelor's degree from an accredited university or college (or equivalent trade qualification or experience)
- Experience in a similar position with a focus on customer service
- Exceptional commercial skills and experience in management, delivery and growth of Service Level Agreements
- Strong people management skills, with demonstrated experience in developing / coaching team members
- Have a proven ability to develop efficient and consistent work processes and procedures
- Excellent oral and written communication skills, with a high level of attention to detail
- Excellent interpersonal skills with the ability to interface at all levels and functions
- A results-oriented, customer first attitude
- Strong organizational skills, entrepreneurial drive
- Willingness to break the mould and challenge norms where needed
- Flexible work hours to accommodate varying time zones
- Occasional travel to customer sites (including international regions)
- A current driver's license is required
We offer a competitive salary range of $120,000 - $180,000 per annum, plus benefits including rewards & recognition program, discounted health insurance with Medibank, novated leasing with Custom Fleet, lifestyle discounts with Woolworths, Coles, Avis, Quest, Accor Hotels etc, access to our Employee Assistance Program, and much more
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