Customer Success Lead

The Service Management area is seeking a passion and effective Customer Success Lead to help the Macquarie business make the most of our newly enhanced Service Management environment.

As part of the Infrastructure and Personal Technology (IPT) division, our team aims to inspire, engage and drive awesome customer outcomes aligned with our strategic goal of delivering technology that is #FitForTheFuture.

We are looking for someone to intimately understand our customer environments, and work with the Service Management area to prioritise enhancement and developments on our platform. As an advocate for our internal customers, you will also be working closely with our technology teams and vendors to ensure we deliver strategic outcomes aligned to our digitalisation aspirations.

If you are interested in learning about our environment, getting support in our product set, learning new skills, and having access to any training or development required, this is the role for you.

**Key Responsibilities**
- Act as the primary interface between the Service Management area and internal customers across Macquarie
- Building effective relationships with different customer groups and document their needs and specific use cases with our platform
- Driving customer discussions around the product backlog, new request and collaboratively prioritising with technology teams
- Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
- Maintain a deep understanding of our product and roadmap, so you can guide customers to success and continue to drive up their adoption rates.
- Lead sessions with customer advocacy groups to gather input and communicate outcomes based on their business needs
- Support business readiness, and change & communications management activities
- Maintain a deep understanding of our product and roadmap, so you can guide customers to success and continue to increase customer adoption rates.
- Educate customers on the most relevant features and functionality related to their specific requirements.

**Skills/Experience**
- A strong team player who knows what it takes to be a servant leader
- 2 years’ experience in a customer success role
- Some experience in the service management space
- Some experience with business analysis activities
- Strong troubleshooting skills with a passion for solving problems
- Strong written, spoken, and presentation skills and contributing to customer-facing materials
- Strong ability to collaborate, coordinate and escalate issues within a team
- Soft skills oriented towards driving customer success
- Some experience/involvement with Project Management and an interest in developing in this area
- Ability to communicate technical products and features simply to our customers

**About the Corporate Operations Group**

The Corporate Operations Group brings together specialist support services in Digital Transformation & Data, Technology, Operations, Human Resources, Business Services, Business Improvement & Strategy, and the Macquarie Group Foundation. We deliver service excellence to ensure Macquarie is open for business, deliver on transformational change, invest in our people and have deep relationships with our customers.

**Our commitment to Diversity and Inclusion**

The diversity of our people is one of our greatest strengths, and in combination with our inclusive environment, it enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities. From day one, you'll be encouraged to be yourself and supported to perform at your best. If our purpose of ‘empowering people to innovate and invest for a better future’ is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.

**About Macquarie**:
A career at Macquarie means you’ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it’s accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure. At Macquarie, we’re empowering people to innovate and invest for a better future.

Our size and international presence means your work can take you anywhere—across business groups, disciplines, sectors and borders. With 18,000+ employees and offices in 33 markets around the world, we’re a truly global organisation.

You’ll be supported by a diverse team where the unique perspectives, ideas and experiences that all of our people bring are valued. You’ll be empowered to address unmet needs in our communities whilst advising and investing alongside our clients and partners. Working with us, you’ll have the opportunity to make a difference.

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