Customer Success Manager

The Customer Success Manager will support new and existing key customer accounts to ensure that SafeGauge's products are effectively introduced, implemented, supported within those accounts. They will function as the primary contact point for these customers to resolve issues and enhance their experience, engaging internal staff as required to support.

Why Work with SafeGauge

• Multi award-winning, Australian-made technology
• Market leader in Australia and expanding rapidly into global markets
• All design, engineering, and manufacturing done in-house
• A supportive, passionate, and energetic team culture
• Genuine work-life balance in a flexible environment
• Modern office environment with on-site parking
• Opportunities for personal and professional growth as the business scales

The Role:

We are seeking an experienced Customer Success Manager to join our team, tasked with the successful introduction, implementation, and long-term engagement with SafeGauge post-sale. The incumbent will take responsibility for Key Accounts within Asia Pacific with a focus on the three following factors:

1. Facilitate the introduction and implementation of SafeGauge's Products across customer accounts. This may include face-to-face training sessions, video calls, or support with other materials. From there, you'll build the relationship with the client, setting the foundation for further business and deeper engagement with the client.

2. Develop and maintain the materials and content within our library to enhance the customer experience, reduce friction, and simplify the customer journey.

3. Assist in building the business' future development roadmap and setting priorities by collecting user feedback and facilitating product discovery and trials between engineers and customers.

Responsibilities:

• Responsible for and point of contact for all new and existing customers support enquiries,
• Professionally handle customer enquiries and conversations, over the phone, email, and in person.
• Provide product and/or feature training to end users as part of implementation packages
• Work collaboratively with the team to deliver outstanding customer service.
• Applying your strong work ethic and problem-solving skills to deliver effective customer solutions.
• Ensure business cohesion and minimise channel conflict to deliver optimum outcomes that best address customer needs.
• Contributing to continuous improvements around service delivery, customer training, documentation, and information.
• Conduct industry research and competitive analysis and customer needs assessments to best serve our customers.
• Support internal teams in engineering projects by collecting and presenting customer feedback and ideas and arranging field trials with your customer network.
• Assist in developing new systems and processes.
• Utilising of sales CRM system to track communications and customer opportunities
• Identity opportunities for further business within customer accounts, supporting the Sales team to win this business.
• Assist internally with other teams to facilitate customer delivery, such as the shipment of goods or development of software features.
• Other duties as needed.
• Support and maintain compliance and exhibit good practice with relevant legislation and SafeGauge policies and procedures, including equity and health & safety.
• Be a leading example of the principles and values embodied in the SafeGauge's Code of Conduct, and behave, act and communicate at all times to reflect fairness, ethics and professionalism.
• Comply with relevant Equal Employment Opportunity and Work Health and Safety regulations.

This position is required to travel semi-regularly domestically and/or internationally.

Qualifications:

• 2+ years of experience in customer success or account management
• Proficiency in MS Office and ability to produce quality presentations
• Proficiency in Sales CRM systems such as HubSpot
• Time management and task prioritisation skills
• Excellent communication and interpersonal skills

Key Behaviours/ Competencies

• Ability to operate both individually and as part of a team
• Outstanding needs analysis, positioning and business justification
• Superior presentation and excellent oral and written communication skills
• High commercial acumen and a record of confidence dealing with everyone from end users to senior managers
• Ability to manage projects and coordinate them with other organisational units/cross-functional teams
• Ability to think strategically and translate strategy into action plans
• Problem-solving skills, with a sense of urgency towards reaching resolution of issue or problem

What We Offer

• Competitive salary based on experience
• Flexible, friendly team environment
• Opportunities to grow with a rapidly scaling global company
• On-site parking and modern office space
• Novated leasing options
• Genuine work-life balance and management support

How to Apply

We're looking for someone with passion, initiative, and a keen eye for detail. If you want to contribute to a company making a real-world impact with innovative, Australian-made products, then we'd love to hear from you. Please submit your resume and a brief cover letter.