Customer Success Manager

6 days ago

Canberra, Australia Janes Full time

**Janes Introduction**:
Janes enables militaries, governments, and defence companies to make critical decisions. Our expert-driven tradecraft, developed over 120 years, combined with human-machine teaming, delivers assured open-source intelligence across military capabilities and order of battle, equipment, events, countries, companies, and markets.
Linking millions of assured data points, Janes data model creates a framework of interconnected open source defence intelligence. This allows our customers to integrate all relevant data and connections into a single intelligence environment to deliver a more complete and accurate answer. Using Janes, our customers can use their scarce resource more effectively, to get to better decisions with higher confidence, more quickly.

**How you will contribute at Janes**:

- You will be responsible for training the end user community on the content and data from Janes they have available
- Developing and maintaining an engaged user community by understanding workflows and requirements, handling requests, comments or concerns
- You will work with the Sales team to identify and seek to capture any new business opportunities
- You will undertake end user community surveys and socialise feedback within Janes, following up on actions where required to ensue training meets and enhances their expectations of Janes
- You will support the testing of new products and development of existing products
- Lead the development and implementation of user community engagement strategies, including case studies and scenario modelling for sharing best practice
- You will work with Marketing to develop user promotions and support client engagement initiatives

**Requirements**:
**The ideal skills and experience for this role are**:

- Considerable experience in a data service provider and/or within the

Aerospace and Defence and military sectors
- Proven track record in an independent working environment
- Excellent communication and presentation skills both virtually and in person
- Proven administrative skills including working remotely and coordination

with multiple teams for problem solving
- Former military employee (preferable)
- IT experience/competency working with online toolsets

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