Customer Success Manager

The role will be part of the wider Customer Experience team.

The Customer Success Manager - Channel & Migration will work at Macquarie Park, Sydney.

Responsibilities and Duties:

- Coach and motivate team members get better at what they do and ensure they receive the support they might

require.
- Ensure team members are managing renewal pipeline effectively.
- Drive effective migration conversations with the team to ensure project targets are met.
- Ensure team members comply with the agreed quality standards and produce a high quantity of quality work.
- Build and coach a team of well trained, competent technical professionals to be responsive to customer needs and

requests as well as business objectives & outcomes.
- Assess customers’ current level of service and help customer gain greater value from the solution.
- Work with customers to increase their usage of the solution.
- Plan and organise time effectively to allow an optimal frequency of outbound customer calls per day and to meet

required contract metrics.
- Proactively monitor customers ‘health’ during customer calls
- Manage contract renewal activity, where applicable
- Support sales team with upsell and organic account growth where possible.
- Maintain a knowledge base of product and solution feature/functionality of competitive products present
- Liaise with other internals teams to help resolve customer issues raised
- Use FBS tools and methodologies to drive continuous improvement
- Passionate about championing and enhancing Customer Experience as a front-line associate for Teletrac Navman
- Demonstrates a drive to do the job well, doing things better and more effectively, persevering until it is completed.
- Ensure all required customer deliverables are identified, documented and communicated to enable project

commitments to be met.
- Build relationships and drive collaboration with key stakeholders across sales, finance, professional services and

operations teams
- Communicate with internal stakeholders at every possible opportunity to ensure the customer is at the centre of

everything we do
- 5 years + proven Customer Success and Account Management ability.
- Experience leading a team of customer service or customer success professionals in a high volume environment
- Prior B2B SaaS sales experience with tele based and virtual customer management skills required.
- Experience with ROI business selling and operating expense management
- SFDC experience required (including reporting), with SAP skills an advantage
- Working knowledge GPS systems preferable
- Displays methodical and disciplined approach to problem solving
- Strong customer conflict management skills
- Strong written and verbal communication skills with the ability to communicate effectively at all levels
- High level of attention to detail
- Willingness to take ownership, be held accountable and achieve a good outcome for all stakeholders
- Demonstrated ability to coach and support teams to achieve the results committed to
- Demonstrated ability to influence the team to accomplish results even in challenging circumstances.
- Able to work with a diverse array of people, challenging in a non-confrontational way and builds successful

working relationships.
- Effective team player who is able to develop a positive culture, championing a team environment.
- Displays a sound business judgment and decision-making capability.
- Passionate customer experience orientation with extensive experience in managing multiple stakeholders

Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our six operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, Hennessy Industries, and DRB Systems—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and sustainability worldwide.
Energized by our shared purpose and values, we have a strong culture shaped by a deep organization-wide commitment to inclusion, diversity, and equity (ID&E) and environmental, social, and governance (ESG). Eight vibrant global employee resource groups serve as powerful focal points for connection, community, and advocacy, and we actively support community causes through Vontier Cares. We offer flexible remote and in-person, open-space work options.