Customer Service

About the Role

This is a full-time role for a Senior Customer Support and Delivery Manager at Formation Technology for an immediate start. You will be responsible for building and maintaining strong relationships with our enterprise-level customers, ensuring their satisfaction with our products and services.

You will be the voice of the customer within our business. You will oversee a small, dynamic team of customer service and application specialists. You will engage with engineering and product teams to ensure customer work and communications align with Formation's strategy and customer needs. You will be hands on in understanding our product.

Your Responsibilities:

• Build and grow relationships with your customers, becoming a trusted partner.
• Make customers and their needs a primary focus and implement a framework of ongoing engagement with each customer at various levels.
• Manage customer initiatives, roadmaps, rollout plans, and issues.
• Track account performance and handle critical issues and escalations with a clear execution plan and aim to get closure.
• Be acknowledged as a subject matter expert for products or product capability.
• Use in-depth knowledge of the product set to proactively reach out to customers to ensure they are getting as much value from the system as possible.
• Own the scheduling and delivery of Customer service / support desk meetings with customers, including regular planning and review calls with customers.
• Input into the Product backlog refinement and prioritization process and feedback roadmaps to customers.
• Proactively communicate software release schedules and associated release notes to customers.
• Share Product Roadmap(s) with customers and support the Product team in the management of customer expectations on feature delivery.
• Design, plan, and lead customer workshops; documenting customer configuration and bespoke requirements.
• Help customers with change-management activities.

What you will bring to the role:

• Consultancy experience with a system integrator or product vendor OR experience as a customer service manager or level 3 helpdesk manager for a product vendor.
• Proven experience in a similar role.
• Excellent communication and presentation skills, with the ability to effectively communicate complex information to both technical and non-technical stakeholders.
• Strong problem-solving and analytical skills, with the ability to identify and address customer issues.
• Experience in managing enterprise-level clients and projects.
• Proficiency in CRM software and customer support tools.
• Flexible and adaptable mindset, with the ability to thrive in a fast-paced and dynamic environment.
• Bachelor's degree in business, marketing, or a related field.

About Formation Technology

We created Australia's leading portable worker entitlements CRM platform Formation CRM provides an end-to-end solution for entitlement funds management sector, canvassing bank-end work management, customer relationship management and email/SMS processing, public portals and mobile app integration, financial services and banking connectivity, and business intelligence reporting solutions. We pride ourselves on being the market leaders in our industry, and seek to deliver an exceptional experience for our clients.

As a small, rapidly growing business, our team members develop diverse skill sets, with opportunities to take on emerging work that interests them. We are in a growth-phase, meaning we work in a fast-paced, evolving environment – we are looking for agile workers that love to tackle new challenges together.

Come join a team responsible for providing essential services to hundreds of thousands of workers in Australia.

We offer flexible working arrangements with up to two days a week working from home.