Customer Success Leader

Bend-tech is a humble but fast paced team of innovative problem solvers who are rapidly growing in all the industries we service. We design, engineer and manufacture in-house, proudly Australian Made If you are looking to be challenged and be a part of an organisation that supports and nurtures its' teams, then we want you on board.

We are heavily embedded in the Resource industry but diversified into Manufacturing, Rail, Government, Maritime and Defence. This enables our problem solving capabilities to consistently shine. The solutions we produce are some of the best in the world. Check out the role description below and let us know if you think our organisation fits, we can't wait to hear from you

As our motto suggests, we see ourselves as 'bigger than business.' As a 35-year-old, third generation, family run business, our people are our greatest asset.

Our team live and breathe our company values:

·       Humility

·       Kindness

·       Commitment

·       Teamwork

The opportunity comes with some unique perks including:

·       free daily lunches

·       free parking and access to a 24/7 on-site gym

·       birthday leave

·       monthly BBQ and quarterly staff events

·       company assisted study

·       discretionary bonuses (based on individual and company performance)

·       working with some of the latest technology in machining and tooling.

Check out our website: 

About the Role

Bend-tech has excellent, proven growth with impressive further growth potential, focussed on the success of our clients. Part of this is the need for a Client Relations Leader. You will play a pivotal role in ensuring a 'gold standard' for the customer journey, working on strategy and the operations to ensure a seamless client journey.

About You

With a proactive, people-first attitude and friendly demeanour, we are seeking an individual that can act at all levels within the business, applying strategy across all divisions to the operational level and getting into finite processes and procedures, etc. The role requires experience in the creation and implementation of best practice operations and systems, leading several staff, focussed on client success.

Key result areas:

·       Define, develop and execute customer success strategies that support business goals.

·       Lead, coach, and develop a high-performing Customer Relations team

·       Partner with Sales, Product, Marketing, and Operations to ensure seamless customer experience

·       Drive customer journey mapping, onboarding, adoption, renewal, and expansion programs

·       Manage the technical and quality interactions with production employees and ensure that customer focus is maintained and prioritised.

·       Deliver executive-level reports and presentations on customer success performance.

·       Pro-actively provide updates to customers through the production pipeline (from PO acceptance to delivery).

·       Proactively contribute to change / growth strategies and programs that reinforce desired values and behaviours, improve culture, climate, morale and enhance performance and productivity.

·       Ensure performance management policies, processes and procedures are consistently followed, fostering a culture of accountability and collaboration.

·       Establish strong relationships with colleagues and stakeholders

·       Communicate issues with the operations team and devise ways of improving the customer experience, including resolving problems and complaints

·       Provide coaching, guidance and feedback to continually develop Sales and Customer Relations team

·       Passion for growth and success in a family environment

Selection Criteria:

·       Minimum 5 years' demonstrated success in Customer Relations role, particularly in manufacturing (and / or Supply Chain and Mining Services), with leadership experience

·       A love of technology, developing efficiencies with hunger for growth and excellence

·       Strong leadership and people management skills

·       Ability to effectively coach and mentor team members with a collaborative and enabling approach

·       Ability to build trusting and authentic relationships with internal and external stakeholders

·       High level of organisational skills with the ability to self-manage time and work under pressure to meet deadlines

·       Ability to think analytically and develop effective strategies

·       Refined and well-developed communication and influencing skills.

If this great opportunity interests you, hit 'Apply Now' and submit your application. We look forward to hearing from you

Employer questions

Your application will include the following questions:

·       Which of the following statements best describes your right to work in Australia?

·       How many years' experience do you have as an Operations Manager?

·       How many years of people management experience do you have?

·       How many years' experience do you have with sales and operations planning (S & OP)?

·       What's your expected annual base salary?

Are you willing to undergo a pre-employment medical check?