Customer Success Manager

**Careers**:
Help us to assist the growth and innovation of our fantastic clients.

Supporting, implementing and developing systems such as SAP Business One, MYOB Advanced, Microsoft Dynamics 365 Business Central, PowerPlatform and Koerber Warehouse Management

**What sets a team apart is great passionate people Welcome to Cloud Factory**:
Cloud Factory are helping to drive the growth and innovation at leading SME Businesses throughout Australia from our head office in Melbourne.

We are proud to represent Australia’s most respected ERP and Warehouse Management Solutions and we provide passionate support to our client base each and every day

When you join Cloud Factory, you join a team of passionate professionals who are redefining the level of support and delivery expected by clients of all sizes. We support and innovate for SAP Business One, MYOB Advanced, Microsoft Business Central and HighJump Warehouse Management.

We represent the very best in systems for Integrated Sales CRM, Finance, Production, Distribution, Warehousing, EDI and Integration projects. Each of us as individuals are trailblazers knowing the incredible opportunity and responsibility we have to make a meaningful difference for our fast-growing client base.

We very much look forward to meeting you.

**SAP Business One, MYOB Advanced, Dynamics 365 Business Central**:
Do you have what it takes to become a Customer Success Manager?

The goal of every Customer Success Manager engagement is to work alongside each of your nominated clients and build and maintain a thorough understanding of how our customers are currently using their solutions and presenting how they might improve and optimise the use of systems and processes to better support their business going forward.

The role necessitates the ability to prioritise and manage escalation, case/issue communication, and coordinate the right resources to deliver the services demanded by the client.

**Customer Success Manager**:
This experienced-led position is responsible for coordinating and leading the delivery of additional consulting services and solutions to large and strategic Cloud Factory accounts and fills the role of an on-going assigned Project Manager driving success month in month out

As part of your commitment to your customers' success you will be responsible for:
**Leading** the delivery of consulting services aimed at ensuring customers success by reducing risks and by employing Cloud Factory leading practices. As the allocated CSM you ultimately aid in maximising our customers’ long-term success with their investment in Cloud Factory solutions.

**Leading** the client through an analysis of requirements from both functional and technical viewpoints to help ensure Cloud Factory solutions meet the customer’s objectives. As a position of professional influence, you frequently operates at the leading edge of technology, accessing expertise both within the platform technology services area such as Azure, PowerApps and of course in conjunction with Key partner solutions and the Cloud Factory Application Consulting Team.

**Interacting** with product management representatives for SAP, MYOB, WIISE and Microsoft to advocate product enhancements needed to meet customers complex business needs. Coordinates and lead platform solution consultants and other resources to assess and address complex environment, platform and architectural elements of integrations and 3rd party solutions to ensure they meet the clients today’s and future scaling needs.

In essence you are the **customer’s advocate** within Cloud Factory. CSMs manage and resolve high-level escalations, effectively communicating and setting expectations with both customer and the Cloud Factory team. You provide an enhanced level of communication of critical support cases to your customer.

Preferred Qualifications include:
**Minimum of 7 years of hands-on consulting experience in**:

- Implementation of 4 ERP (Enterprise Resource Planning) projects either under functional or technical roles
- Manage business process work streams
- Manage development activities related to specific business process areas
- Manage Solution Deployment Life Cycles
- Manage implementation life cycles or methodologies
- Manage team members who work remotely
- Develop reference architecture and business process flows
- Working with Cloud providers in issue and escalation management

**Must demonstrate**:

- Understanding of integration, data migration and customisation concepts and approach
- Working experience in implementation of integration, data migration and customisation work streams
- Working experience leading implementation life cycle activities
- Working experience with cut-over and go-live activities
- Working experience in developing and managing plans, tasks and activities
- Working experience in managing risks, issues and defects
- Understanding and describing technology architecture
- Strong analytical skills
- Strong