Customer Experience Lead Consultant

**About us**:
Making a meaningful difference with mission-critical software that empowers communities to thrive.

ReadyTech is more than just a one-trick pony playing in one market with one product, or one customer. We re-imagine, design, develop and deliver technology to solve our customer’s diverse problems - supporting multiple businesses across a variety of markets to be ready for anything.

We’re an ASX-listed company which means we are stable, have a strong track record of sustainable growth and have a significant number of long-term customers. So, what does this mean for you? It means we can offer you an experience that will push you to be your best, provide career-building challenges, and that will offer you numerous growth opportunities that can’t be found in any other company.

It’s an inclusive environment where there is no place for politics, where we get our heads together to solve the problems that really matter to our customers, and where we always stay focused on our north star - the communities we serve, and society at large.

**The key accountabilities of the role**:
Build advocacy, support our growth objectives and deliver world class customer experience
- Implementations SLAs
- Exceed Net Promoter Score (NPS) of over 50 across the Government division
- Team to achieve 4 out of 5 Customer Satisfaction Score for our services
- Reduce the delivery time frames from signing to build to delivery
- Achieve 70% billable utilisation across team
- Timely and accurate reporting of project status and team utilisation
- Meet Go Live date expectations
- Adherence to company policies and procedures
- Achieve 95% achievement against our service SLA's

**The key responsibilities of the role**:

- Engaging with our customers to understand their business processes and needs as part of the overall approach to implementation
- Driving assigned implementation services from start to ‘go live’
- Attending project meetings and providing proactive customer contact throughout the whole process
- Establish and maintain regular learnings pathways for team members (weekly sessions) to create depth of knowledge
- Achieve customer expectations for scope, budget, schedule and quality
- Maximise revenue through proactive delivery and highlighting of any potential delays
- Collaborating with the Development Team to implement customer specific rules
- Project administration including data migration, scheduling/timeline management and updating internal systems and tracking activities and progress
- Delivering targeted system training (onsite, face-to-face, group and online)
- Providing comprehensive handovers to the Customer Support Team post ‘go live’
- Work with Project Managers to transition customers from project to BAU
- Adding your insight and experience into how to develop and grow the role and team
- Build the capability of a small team to deliver world class implementations that exceed the customers expectations
- Lead, coach and develop the team to improve including the development of goals and metrics and holding each individual to account for the delivery
- Be the escalation point for customer queries or internal teams when an issue arises
- Play a leadership role across ready workforce when it comes to issues that arise in the product and delivery of the overall implementation experience
- Champion the customer needs with internal teams whilst taking a pragmatic approach at all times and understanding business priorities against customer experience and revenue drivers
- Triage and measure for quality all development related requests by self and team, approach with a continual improvement mindset
- Hiring new recruits into the team and onboarding them with an effective onboarding plan
- Contribute to the Employee Engagement score by delivery of quality leadership to your direct reports
- As an occasional requirement, during go live or a crisis situation the Principle consultant may be required to work longer hours or outside of business hours to resolve the customer issues

**The key requirements for the role**:

- Relationship and stakeholder management at all levels
- Ability to coach and mentor individuals to success
- Foundational understanding of relevant employment law as it would pertain to the management of team members
- Excellent project and time management skills
- Problem solving skills with the ability to think outside the box when it comes to solving customers problems
- Excellent Customer service skills
- An inquisitive and self-starting nature when it comes to learning
- Ability to think analytically with a good understanding of technical jargon
- Understand core products and local government
- Understand compliance and regulatory reporting (ERP/Payroll)
- Understand project management processes and requirements and how this interacts with customers
- Foundational understanding of relevant employment law as it would pertain to the management of team members
- More than 2 years in a service delive