Customer Experience Lead

12 hours ago

Sydney, New South Wales, Australia Snaphunt Full time

Unique Opportunity

We are seeking an exceptional Customer Experience Lead to join our team at Snaphunt, a rapidly growing cloud-based mobile platform for managing complex construction activity in the field.

About the Role

  • The successful candidate will report to the Head of Customer Success and be responsible for managing the end-to-end customer lifecycle, guiding customers through implementation, deployment, and onboarding processes, and facilitating training and best practice guidance on our products and services.
  • They will monitor product usage, proactively resolve challenges and churn, build long-term trusting relationships with customers, and identify and develop expansion opportunities within our current and future product scope.
  • The role requires conducting regular check-ins and project reviews, presenting and contributing ideas to improve customer experiences, and working closely with our product team to refine and improve our product for the region.
  • Additionally, they will coordinate with support and administrative teams to ensure service standards are maintained globally.

Key Responsibilities

  • Manage the customer lifecycle, from onboarding to retention.
  • Develop and implement strategies to improve customer satisfaction and loyalty.
  • Work closely with cross-functional teams to ensure seamless customer experience.
  • Analyze customer data to identify trends and areas for improvement.
  • Present findings and recommendations to senior leadership to drive business growth.

Requirements

  • 2-4 years of experience as a customer success professional, with strong competency in project management, user training and onboarding, and solution engineering.
  • Proficiency in business intelligence, project management, customer feedback, and CRM tools.
  • Excellent communication and interpersonal skills, with ability to convey information effectively across all mediums and formats.
  • Proven capabilities in leading best practices, establishing processes, and setting standards.
  • Familiarity with the construction, logistics, safety, and/or facility management industries is a plus.

What We Offer

  • A competitive salary of $80,000 - $110,000 per annum.
  • A dynamic and supportive work environment.

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