Customer Success Manager

WHAT'S THE ROLE?

As the Customer Success Manager at Hilti, you will play a key role in our service offering and will assist in growing and supporting any existing and/or future software product and service offerings to our customers.

This role will see you responsible for executing the “Implementation” together with the “Care” phase of services (Tool Services, Software as a Service, etc) in a given defined area as the interface between the salesforce and the Back Office/Software Specialists to ensure a smooth set-up and customer experience.

If you are passionate and driven problem solver and have a desire for excellence, this is the role for you

WHO IS HILTI?
- At Hilti, we are a passionate global team committed to making construction better. As a trusted partner in productivity, safety, and sustainability, we provide innovative solutions that shape the buildings, roads, and infrastructure essential to daily life. At Hilti, careers are made real by empowering you to explore the possibilities, maximize your potential, own your development, and create meaningful impact every day.

WHAT DOES THE ROLE INVOLVE?
- Travelling to customer jobsites, offices, warehouses to roll out services (Tool Services, Software as a Service, etc)
- Working hand in hand with both the salesforce and Back Office/Software and Service Specialists to ensure a smooth transition within every steps of the selling process
- Creating a premium customer experience
- Building an optimum workflow from the implementation to the Care phase
- Managing customer satisfaction through regular Care visits
- Ensuring efficient implementation processes
- Growing the service revenue and rolling-out new services to customers

**Hilti has been ranked #5 World’s Best Workplaces by Great Place to Work in 2024**

WHAT DO WE OFFER?
- A competitive salary base and bonus
- Annual leave: 4 weeks annual leave & Leave loading of 17.5% - i.e. you are paid and additional 17.5% of your salary for the days you take annual leave
- My Days: 5 extra days of leave
- Tools of the trade: Fully maintained motor vehicle, fuel card & mobile phone
- Take ownership of your career: Work abroad, experience different job functions and tackle different markets.
- Learning and Development: We provide many opportunities for you to grow personally and professionally, including our internal development programs, in-house learning academy, and mentorship programs
- Social Impact: Build a better future for your community by taking two days paid time off to volunteer for non-profits of your choice.
- Wellbeing: Our team members’ physical and emotional well-being is a priority. We offer comprehensive well-being programs and support
- A diverse and inclusive culture: Diversity, Equity and Inclusion a part of everything we do and is an ongoing commitment for us.
- Work-life Balance: Our flexible working concept empowers our team members to thrive in their work and balance their working and personal lives.

WHAT YOU NEED IS:

- Relevant tertiary qualification (not essential)
- Impact-driven, and determined to make it happen
- A customer-centric approach and always aims for excellence
- Ability to manage time, multi-task and prioritize effectively
- Curiosity and always willing to improve current processes
- Strong IT skills including MS-Office
- Effective communication skills with excellent interpersonal abilities
- Willingness to travel within the State and Regionally - role will be predominantly field-based

WHY SHOULD YOU APPLY?

We employ 39 different nationalities within Hilti Australia and many more across the globe. We value the unique contributions of each and every member of our diverse Hilti family. Keeping in mind our core values and customer orientation we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

We are making construction better and building a better future for everyone, everywhere.
Here, work is more than just work. It's about solutions, aspirations, impact, careers made real

**Let's drive impact together.**

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Find your future in a market-leading business with a truly caring and performance-driven culture.

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**Explore your strengths**:
Here at Hilti, we focus on potential over track record, giving you the chance to build on your strengths and grow your skills

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Ever since our foundation, we have focused on innovation to drive our success and help build a better future for our customers.

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