Customer Experience Manager

Position Summary:

The Customer Experience Manager will be responsible for cultivating strategic partnerships with key clients, acting as a trusted advisor to enhance the overall client experience, and ensuring solutions are onboarded, adopted, utilised, and renewed at their maximum potential. The Customer Experience Manager will leverage their deep project controls knowledge to drive successful outcomes for clients in major capital projects across infrastructure, mining, oil and gas, energy, and renewables sectors.

* InEight promotes a flexible working environment and is able to accommodate work-from-home arrangements. The ideal candidate will be based in either Melbourne, Sydney or Brisbane and will possess the ability to travel as required.

About InEight:

InEight is a leader in construction project controls software, empowering over 850 companies taking on challenging projects in industries including construction and engineering; transportation infrastructure; mining; water; power and renewables; and oil, gas and chemical. Uniquely suited to capital construction and other complex work, our integrated modular software manages projects with over $1 trillion globally.

Based in Scottsdale, Arizona, InEight supports a remote work model with employees working throughout the United States, Canada, Australia, Sri Lanka and Europe. InEight, an ISO 9001:2015-registered company, is a subsidiary of Kiewit Corporation (Kiewit). Kiewit, through its subsidiaries, is one of North America's largest and most respected construction and engineering organizations.

InEight is a fast-paced, innovative company comprised of high-energy teams of self-starters playing integral roles in shaping the future of capital projects around the world. Our industry-leading solutions, dedicated employees, and proven leadership team provide a solid foundation to support our continued growth and success.

Key Responsibilities:

Project Controls Leadership

• Support clients in cost management, scheduling, risk management, contract management, change management, reporting and analytics, document management, work planning and packaging, and completions.
• Provide best practice guidance for the InEight Platform, including business process advice, training, troubleshooting, and hands-on configuration as needed.
• Provide advice on and help analyze cost, schedule, contract and changed data to develop dashboards, reports, and deliver actionable insights using platforms PowerBI.
• Advise on project controls methodologies including Earned Value Management, Critical Path Method, Monte Carlo risk analysis, Advanced Work Packaging, and lean construction.

Client Engagement & Adoption

• Conduct regular visits with clients to proactively identify issues, disseminate challenges to internal teams and ensure the successful close out of items.
• Leverage strong relationships with key stakeholders to identify risks and implement mitigation strategies and actions
• Deliver informal coaching to client-side delivery and project controls teams, focusing on practical, day-to-day guidance.
• Lead client onboarding, change management, and adoption strategies for project controls systems.
• Facilitate workshops and configuration sessions to ensure clients realise full value from project controls solutions.

Collaboration

• Collaborate closely with internal teams including Solution Engineers, Project Delivery, Product Support, and Development to resolve complex challenges and ensure client feedback is captured and acted upon.
• Partner with Business Development Managers to provide feedback on solution success, make introductions to key contacts, and identify opportunities for expansion.
• Act as a bridge between clients and internal teams, ensuring that client needs, challenges, and feedback are communicated effectively and solutions are tailored to deliver maximum value.
• Provide industry feedback to business units gained through interactions with clients.

Desired Qualifications:

• Minimum of 5 years' experience working within the construction industry
• Bachelor's Degree in relevant field (Engineering, Construction Management, Construction Project Management) or equivalent work experience in a similar role would be an advantage.
• Previous experience working on major capital projects from either a contractor or owner perspective, preferably in the infrastructure, mining, oil and gas, energy, or renewables sectors.
• Demonstrated experience in a similar Customer Experience Manager role with a focus on SaaS solutions or as a Project Controls Manager working within construction or capital projects.
• Demonstrated proficiency in project controls systems: e.g. – InEight, Contruent, Procore, Ecosys, Primavera P6, Aconex, Oracle Unifier.
• Proficiency in the use of PowerBI is considered highly advantageous.
• Excellent customer focus with strong networking/relationship-building skills.
• Strong negotiation/influence skills
• Proactive, goal-oriented mindset with excellent attention to detail
• Effectively able to operate in an ever-changing work environment and assist others with adapting to change.
• Sound verbal and written communication skills, including the ability to convey information and ideas to individuals and groups and make presentation and demonstrations when required.