Senior Customer Success Manager
4 days ago
Company Overview
">A leading global provider of equipment, systems, digital solutions and value-added services for freight and transit rail.
">We have nearly four centuries of collective experience across Wabtec, GE Transportation and Faiveley Transport, enabling us to offer unmatched digital expertise, technological innovation, and world-class manufacturing and services.
">Salary
">We offer a permanent full-time position with competitive remuneration, providing an attractive salary package.
">Job Description
">This role is focused on customer service, with key responsibilities including:
">- ">
- 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">
Required Skills and Qualifications
">To succeed in this role, you will need:
">- ">
- 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">
Benefits
">We offer a range of benefits, including:
">- ">
- Permanent full-time position">
- Competitive remuneration">
- 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">
Others
">We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.
">Wabtec Corporation is committed to taking on the world's toughest challenges. In order to fulfill that commitment we rely on a culture of leadership, diversity and inclusiveness. We aim to employ the world's brightest minds to help us create a limitless source of ideas and opportunities. We believe in hiring talented people of varied backgrounds, experiences and styles...people like you Wabtec Corporation is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or protected Veteran status. If you have a disability or special need that requires accommodation, please let us know.
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