Head Of Customer Experience And Support

2 weeks ago

Sydney, New South Wales, Australia Advanced Navigation Full time

**Overview of the role**

**Role and Responsibilities**:
- Lead the global team of pre
- and post-sales engineers to deliver impactful technical guidance in support of acquisition and expansion opportunities
- Manage the "proof of concept" motion to convert high-potential prospects to scaled customer relationships
- Empower the team in researching, resolving and responding to a wide range of customer technical issues promptly and effectively
- Manage escalated technical issues, engaging with senior customer counterparts to resolve problems
- Develop of manage SLAs with key cross-functional partners in support of issue resolution and delivering high quality customer experiences
- Work closely with cross-functional partners to address the root cause of any hardware or software issues observed from customer cases
- Systems infrastructure: Continuously review and enhance the tools and processes used by the Support Team to deliver their work, developing more scalable and efficient ways to increase throughput and improve the customer experience
- Customer Relationship Management: Develop and nurture successful long-term relationships with our most critical customers to create a best-in-class customer experience, fostering loyalty and trust.

**Qualifications and Experience**:
- Bachelor's degree in a related field ideally in Mechatronics or Engineering
- 5+ years experience leading Support / Application Engineering team for a hardware business
- Domain knowledge in Aerospace, Defence, Surveying, Autonomous vehicles/robotics and Maritime/subsea markets highly beneficial
- Demonstrated experience in Pre-Sales as well as Post-Sales is favorable
- Highly proficient with Salesforce / Service Cloud
- Deep understanding of the software/hardware development lifecycle
- An understanding of programming languages including Java, C, Python
- Dedication to delivering a great customer experience while being a creative problem-solver in response to technical, product, and business questions
- Outstanding verbal and written communication skills

**What are some of the benefits you will have access to?

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