Customer Success Consultant

Full-Time | Hybrid if Melbourne-based or Remote if based anywhere else in Australia**Who is HammerTech?**
As construction’s most trusted safety platform, HammerTech has a team focus where we build safer, smarter, better - together. Our workforce is committed to individual and team empowerment so that our innovative approach is sustained, the growth in our capability is continuous and we excel in enhancing safety within the construction industry.
Established in 2013, with the vision of becoming the international benchmark in online safety and quality management, HammerTech is now the leading choice for large construction companies, managing safety and quality for over 4.7 million workers on construction sites across Australia, New Zealand, North America and Europe.

We offer a hybrid work environment with flexible hours for Melbourne-based team members, or fully remote work for those based elsewhere in Australia.

**Purpose**

The primary focus of this role is to help HammerTech customers unlock the full value of the HammerTech platform, ensuring they experience maximum benefit and long-term success.

As a Customer Success Consultant, you will:

- Manage a portfolio of customers at various stages of their lifecycle, including implementation, growth, and maturity
- Drive adoption of HammerTech across all customer projects to maximise monthly recurring revenue (MRR)
- Support customer retention by fostering satisfaction and encouraging contract renewals
- Educate customers on new features and functionalities to boost product engagementDevelop and track strategies, metrics, and reporting tools to monitor customer health and proactively address potential issues

**What You'll Bring**
- Strong problem-solving and analytical thinking
- Excellent communication skills - both written and verbal
- Ability to clearly teach and explain software concepts
- Outstanding customer service with a knack for building trusted relationships
- Top-notch organisational skills and attention to detail
- Confident multitasker with great time management and the ability to juggle competing prioritiesTeam player with a proactive attitude and a friendly, professional approach

**Key Responsibilities**
- Build and maintain strong relationships with enterprise clients to protect revenue and drive renewals
- Identify and mitigate client risks using customer success metrics and insights
- Support client expansion across projects, offices, and territories
- Partner with the Implementation team to ensure a seamless handover and ongoing success
- Provide expert support across implementation and general customer enquiries
- Stay on top of client needs and ensure all contractual and regulatory requirements are met
- Champion internal best practices using tools like Vitally, Wrike, Confluence, and PowerBI
- Collaborate cross-functionally with teams like Sales, Marketing, Product, and Tech
- Become an expert in the HammerTech platform - its features, value, and competitive advantages
- Pitch in with general business admin and ad-hoc duties as needed

**Benefits at HammerTech**

You’ll benefit from our balanced work-life culture with benefits including:

- Flexible WFH arrangements - we trust you
- Full LinkedIn Learning licence, a generous training budget, and career mapping opportunities
- Birthday leave
- Work anniversary and quarterly recognition rewards
- Additional Parental Leave benefits
- Generous employee referral bonus program
- Team Tune-Up Workshops
- Regular social events (both virtual and in-person) and employer-funded travel
- Beautiful CBD office with fully stocked kitchen, all within 3 minutes walk from Flinders StationOpportunities to grow your career and make an impact quickly
- HammerTech values diversity and believes that our strength comes from including the perspectives of all kinds of contributors. We encourage people from underrepresented communities to apply, including racial minorities, LGBTQIA+, and those with disabilities. Accommodations are available during all stages of the recruitment process, please let us know of any needs we may not have accommodated._