Head Of Customer Success

3 days ago

Sydney, New South Wales, Australia Hireq Full time

Newly created key customer success leadership opportunity
- Growing business identifying innovative supply chain solutions
- Hybrid and remote working operating rhythm

**Build deep partnerships with key healthcare customers to identify bespoke supply chain solutions that deliver long term, mutually beneficial commercial outcomes.**

**The ethos of the organisation**

Our client prides itself on its ability to develop innovative solutions for complex supply chain and logistics operations. With a loyal, growing customer base who have bespoke requirements that evolve at speed, they design solutions that integrate seamlessly with their operations. A close-knit organisation with an environment that is supportive, diverse and connected, they continue to set the benchmark for truly consultative supply chain partnerships across Australia.

**The Role**

Based in Sydney, the Head of Customer Success plays a pivotal role for key Healthcare customers to ensure mutually beneficial outcomes are delivered through bespoke supply chain solutions. You and your team will ensure our clients customers experience outstanding service that aligns with the organisation's commercial ambitions. Leveraging your strategic approach, you will focus on enhancing customer satisfaction, loyalty, and retention while fostering long-term client relationships across the healthcare space.

This is a newly created, hands on and transformative role, that will suit a commercial leader with a passion for creating supply chain & logistics solutions to deliver meaningful impact with their customers.

**Key responsibilities include;**
- Partner the General Manager in developing/executing a tailored healthcare customer success strategy
- Implement best practices for customer success including customised onboarding processes, engagement and proactive support strategies
- Continuously evolve customer success metrics and KPIs to measure performance and the overall commercial customer outcomes
- Lead, coach and inspire a team of customer success/account managers to maximise their performance
- Create a connected team culture, encouraging continuous learning, professional development and wellbeing
- Act as the voice of the customer ensuring feedback and insights are communicated across the organisation

**The ideal applicant will possess;**
- Proven track record of maintaining high customer satisfaction and loyalty
- Deep appreciation of logistics and supply chain operations
- Exceptional relationship management and influencing skills coupled with articulate written communication capability
- Demonstrated ability to lead and inspire a team to deliver consistent commercial outcomes
- Exposure using customer success software and CRM platforms
- Data-driven mindset with a commitment to process improvement
- Strategic planning and organisational skills
- Experience in Domestic Freight and/or Healthcare Logistics highly regarded

**What's on offer;**
- A strategic commercial leadership role within a rapidly growing supply chain organisation
- An ability to shape the market approach across the healthcare sector
- Competitive salary with annual performance bonuses
- Remote and hybrid working models that allow balance between work and life
- A great place to work whereby people's wellbeing and professional development are prioritised

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