Customer Success

Put simply, we’re a SaaS company headquartered in Richmond whose ambition is to become_ the_ industry standard platform in the commercial construction industry. In the last year more than 40,000 organisations have used our platform to tender over 7,500 projects worth a total of $52 billion We’re currently the market leaders in Australia & NZ and we’ve recently jumped across borders to go after international markets - bolstered by $20m in capital we raised in December 2021.

At EstimateOne, we believe that by looking after our whole ecosystem of users, and balancing the needs of our team, our shareholders and the industry, we can achieve our vision to become a global leader in construction technology; famous for the positive impact on the industry we serve. To do that we'll need to make sure we're unlocking value from what we've already built while also inventing new stuff. It's equal parts optimisation and innovation.

Our established startup vibe keeps things lively. We’ve come a long way in 13 years, and seeing what we’ve achieved in that time, get’s us pretty excited for the next 12. Nuts & Bolts is essential reading to anyone considering a career with us - a rundown on who we are, what we stand for, and where we are headed.

**About the role**

We’re on a growth journey, and we want you to help us shape that. We’re looking for a talented Customer Success & Experience Manager to lead, motivate and drive efficiencies for our Customer Experience and Success team, ultimately to deliver value to our customers.

This is the perfect role for someone who is keen to make an impact on the growth of an organisation. You’ll lead the collaboration between customer success and experience with product and sales teams in a truly cross functional environment, to drive efficiencies with the goal to increase revenue.

Our business spans three key audiences in commercial construction - subcontractors, builders and suppliers. This role would see you playing a pivotal role across all three - driving buy-in and engagement on CX and CS initiatives derived from customer insights to accelerate our opportunities with customers.

The ability to champion our values matters to us; we care about our team and you'll be joining a group of people who want each other to be happy and successful. Working closely with the executive and people teams, If you’re a motivated, self-starter and goals-oriented person with experience in a growing company, we need you in our team.

**In your role you will**:

- Drive efficiencies and automation throughout the CX/CSM functions ensuring all tasks done by the team are high value
- Drive customer insights within the business in a cross functional collaborative approach to ensure the customer is always considered
- Be the voice of the customer, balancing the opportunities of the business and needs of our customers
- Build and create a strategy for Customer Success and Experience to proactively engage with customers and deliver high cost retention for high value customers
- Own, create, drive and deliver objectives and key results for the Customer Success and Experience function
- Build, form and maintain processes to achieve high customer and team engagement
- Design and deliver onboarding processes to ensure that customers understand product features, functionality and ROI

**About you**:

- You’ve ideally led Customer Experience or Customer Success teams, both creating and maintaining existing frameworks for success and growth
- Be confident and comfortable leading a team and supporting them in expanding their skills and opportunities
- The ideas person for connecting data with initiative opportunities
- A problem solver open to working through problems collaboratively and solo, as well as teaching your team to do the same and taking them on the journey
- A natural influencer and communicator, managing senior stakeholders and support the initiatives of other teams in the business

**Perks**

There’s more to working at EstimateOne than just creating game changing technology for the construction industry. We know that to reach the lofty goals we set ourselves we need to look after our team, our shareholders and the industry we serve.

We offer flexible working, parental leave, volunteer leave and 5 days of paid entrepreneurial leave each year, so your own side hustles can come to life.

Each year you’ll get $5k to put towards your own professional development, in any way that will help you grow your career. We also match NFP donations 2:1 - to name a few

That’s it from us, we can’t wait to hear from you.