Customer Success Manager

2 days ago

Sydney, Australia Real Time Australia Full time

Voted top 100 places to work by Fortune 21 years in a row
- Startup culture in a highly supportive and efficient team
- $525 per day incl. super, 12mth contract - Perm. conversion possibilities

Our client is a global technology leader, providing its customers smarter business tools, whilst continuously finding innovative ways to deliver.

Consistently voted by Fortune in the top 100 places to work 21 years in a row, they are proud of maintaining their collaborative start-up culture

Helping lead the
**Customer Success team** as a
**Quality Specialist**, you will collaborate across the Australian and Philippine teams, using your customer obsessed and data backed mindset, assessing customer interactions, setting a bar for high performance and coaching for success

**What you'll be doing**
- **Performance assessment** with local and global teams to elevate the quality of service, alignment to process and legalities, as well as drive up customer and employee experience measures
- **Lead local quality programs** and calibration with our partners to facilitate learning and deepen the understanding of our products and services
- **Analyse and report team and customer insights** gained through the quality evaluation process to identify opportunities to improve
- **Lead compliance driven quality** and performance ‘Must Do’s'
- **Design experiments and use data** to create initiatives that support the quality and performance of our experts
- **Advocate compliance obligations** to ensure we balance meeting these needs while driving our Customer Success quality plans
- **Lead with a design thinking framework** in support of efficiency and experience
- WFH & from their awesome Sydney offices (twice a week)

**What you'll bring to the team**
- Experience in** Quality Monitoring/Assurance** and knowledge management
- Experience** engaging customer support teams** using digital technologies, platforms, listening programs and tracking/analytics
- Experience in** continuous improvement initiatives** and change management models and frameworks
- Excellent communication and presentation skills; ability to **communicate technical and business requirements**, business cases and other findings across organisational levels
- **Effective coaching skills** that drives success in others
- Analytical skills - with the ability to combine your qualitative AND quantitative insights to drive change across the employee ecosystem
- Deep Customer Empathy and a passion for continuously engaging with employees and customers in order to best understand and serve them

**What’s next?

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