Customer Success Team Leader

**Melbourne based**:

- ** $95K base + incentives**:

- ** Passionate, family-run business**

Our retained client, **Omni Group**, is a dynamic packaging supplies company. They’re the only full-service sustainable packaging solutions company in Australia that saves their customers time and money. They’re an enthusiastic, customer-centric team, dedicated to their core values of community, efficiency, inclusivity, and excellence.

Their mission? To go from good to great. With an small international and local team, they’ve recognised that there’s always room for improvement, and they want to offer a customer experience that’s exceptional.

With a record of being experts in packaging solutions for businesses of all sizes, **this is your opportunity to lead the charge as Omni Group's Customer Success Team Leader****

**Who are you?**

Well, you'll have 5+ years' experience in customer service/successeven better if that's also included leading a remote team and improving systems. You'll also have call centre, CRM and Microsoft Office experience. That, and people are likely to describe you as:

- Smart, with strong analytical skills and report writing
- An energetic ball of fire
- Outcomes-focused
- Quietly assertive
- A people-person first and foremost, with high EQ
- Appreciative of policies and procedures - yet you challenge the status quo
- Striking a balance between optimism and healthy caution
- Decisive
- Comfortable being held accountable - and holding others accountable
- Action-oriented - you generate momentum and cadence
- A team mentality with some competitiveness thrown in

If that sounds about right... we'd love to speak with you

**The gig?**

This a Monday to Friday role, working from the office located at Keilor Park. Your primary mission will be to guarantee that the business follows through on its commitments to its customers. In this role, you will be instrumental in leading and transforming the customer journey to achieve success, by orchestrating schedules, resources, people, and processes to fulfil their customers' objectives.

You will collaborate closely with your team and fellow leaders to oversee engagement delivery, establish efficient timelines, monitor progress, address any roadblocks, and maintain transparent communication and status reporting. With a remote and local team component, it’s essential that you know how to manage that.

In this role, your primary objectives will revolve around four key pillars:

- **
Drive Revenue Growth**: Your efforts will contribute to helping Omni Group achieve its budgeted revenue, ensuring the company's financial success.
- ** Uphold Brand Commitments**: You'll play a vital role in maintaining their brand promises, safeguarding their reputation for being a joy to work with.
- ** Successful Project Delivery**: Your responsibility will extend to ensuring that projects are delivered and accepted by clients, fostering satisfaction and trust.
- ** Team Development**: An important aspect of your role will be retaining and nurturing high-performing employees and cultivating a motivated and effective team.

**Why would you?**

In all honesty, aside from the fantastic remuneration of $95K + incentives, the list of attractors is too long to itemise here - but just to tickle your fancy, you'll have access to...
- **
Unique products**:

- Be prepared to lead and enhance Omni Group’s unique products - they don’t sell what every other competitor offers
- ** Lead, develop and grow - **As a leader, you will have the privilege of nurturing the current team to develop their strengths
- ** Investment in learning and development - **access to a video library with great content
- ** Growth by Sharing**- a wage-based percentage of profits back to each employee
- ** Great staff amenities - **Hot lunches, filtered water, tea, coffee & soft drinks
- ** Wellness Days - **Forget about sick days. At Omni Group, you get 5 Wellness Days per year, to do whatever you want (not lying in bed being sick)
- ** Career progression - **this role has been designed for career progression and succession within a 6 - 12 month timeframe

LI-Permanent