Customer Experience Lead, Melbourne,

3 days ago

Melbourne, Victoria, Australia PMG Integrated Communications Pty Ltd Full time $90,000 - $120,000 per year

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As a Customer Experience & Technology Support Executive, you are responsible for managing the customer briefings and events at the Melbourne Customer Welcome Centre (CWC). You'll work with a variety of internal stakeholders to plan and prepare the appropriate content and experiences, tailored to the specific requirements of that customer and account team. On briefing days, you'll host the customer, deliver demos and experiences to inspire them, and ensure the relevant discussion leaders are aligned with the briefing objectives. Additionally, you'll work within a broader global team to drive operational excellence within the centre, leveraging established processes to ensure the impact of the briefing is correctly tracked and measured. This is an office- based role at the Melbourne CWC.

Responsibilities:

  • Manage the center's calendar scheduling for customer briefings and events
  • Support the sales teams / business units to execute impactful customer briefings by ensuring the agenda and discussion leaders are aligned with the briefing goals
  • Assist in delivering demos in the innovation showcase to bring our technology/solutions to life
  • Maintain the CWC innovations showcase, ensuring the latest products/solutions are installed in the centre
  • In-charge of checking the centre's physical inventory (eg demo equipment) and updating into the inventory tool
  • Maintain the canter's computer, A/V infrastructure to support customer activities and leverage on IT for support where necessary
  • Be responsible to ensure that all visitor metrics are properly tracked and accurate (eg. sales opportunities, attendee details, post-briefing feedback)

Education and Experience Requirements:

  • Bachelor's degree in a commercial or applicable technology field or equivalent experience
  • Bachelor's degree must be in a technology field
  • 6-8 years of customer facing experience in a commercial environment preferred, e.g sales, solutions engineering, customer success
  • Minimum 6+ years of customer-facing experience required
  • Experience working with a variety of customer stakeholders; across executive, end user and technical roles
  • Australian work rights are required for this position

Knowledge and Skills:

  • Exceptional communication and presentation skills as storytelling is a key part of the job
  • Strong technical knowledge and can independently set up IT equipment like laptops, displays, headsets, AV equipment with support from tech consultants where necessary
  • Ability to independently perform basic technical equipment setup is required
  • Capable of inferring key objectives from sales team to deliver experiences that help achieve their sales objectives.

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