Customer Success Lead

Full-time continuing Position Located at Callaghan Campus
- Higher Education Worker Level 8
- Join an Established Change Management Delivery Practice

Join an established change management delivery practice and inspire us with your thorough knowledge and expertise working with best practice change management methodologies, your exceptional skills in stakeholder management and your ability to navigate complex organisations.

The Customer Success Lead is responsible for the implementation of the Customer Success change and adoption framework across a portfolio of IT products and services within the University’s Digital Technology Solutions team. This includes:

- Leading the planning and implementation of change and adoption approaches aligned to the Customer Success Framework (PROSCI)
- Providing expert advice, including project change resourcing recommendations, to support the delivery and adoption of new digital solutions, upgrades and enhancements
- Leading a small change team using a strong coaching approach and providing quality assurance of change deliverables
- Driving continuous improvement and change capability uplift within the operational area

This is a full time, permanent position and will be located at the Callaghan Campus (Awabakal and Worimi land).

**About our University**

The University of Newcastle stands as a global leader distinguished by a commitment to equity and excellence. Our vision is to be a world-leading University for our regions and creating a better future for our regions and the globe. Underpinned by this vision are our values of excellence, equity, engagement and sustainability.

We provide opportunities for all people regardless of their background and experience, and this philosophy is reflected across all that we do.

**About the Unit**

The University of Newcastle’s Digital Technology Solutions (formally IT Services) department delivers cutting-edge, innovative and cost-effective digital solutions and services to the University’s staff, students and partners. Digital Technology Solutions is repositioning to be a technology integrator, broker, trusted advisor and innovator, enabling the University to deliver the Looking Ahead Strategy.

**What we offer**

The remuneration for this Higher Education Worker Level 8 position is from $112,112 - $130,798 p.a. +17% superannuation and is commensurate with skills and experience.

For information on our employee benefits (such as flexible working, discounts in private health insurance and gym memberships and salary packaging) please visit here.

**Your next steps**
- Your resume
- A statement addressing the Essential Criteria listed below

**Essential Criteria**
- Postgraduate qualifications, or progress towards postgraduate qualifications and extensive relevant experience in information technology, training or communications or extensive experience and management expertise; or an equivalent combination of relevant experience and/or education/training
- Proven track record in delivering successful outcomes for business stakeholders which relate to the change and adoption of IT products or services
- Demonstrated leadership capabilities including the ability to lead people, build relationships and influence people at various levels of the organisation
- Change management expertise with demonstrated capability in planning, delivery and evaluating outcomes to schedule
- Demonstrated experience in driving process improvement
- Excellent communication skills with the ability to prepare communications, promotional and instructional content that will appeal to a broad audience base

**Please upload your resume, cover letter **and** response to the Essential Criteria as **one** PDF document**.

Your Cover Letter and Response to the Essential Criteria should not exceed 4 pages (approximately 2,000 words).

**Closing date: Tuesday, 16**th** April at 11.59pm AEST
**We are excited to be Looking Ahead with you**- We provide opportunities for all people regardless of their background and experience, and this philosophy is reflected across all that we do._

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