At a Glance
- Tasks: Lead customer success operations and drive growth for a $10M portfolio.
- Company: Join a leading SAAS company transforming mobile technology.
- Benefits: Competitive hourly rate, dynamic work environment, and career development opportunities.
- Other info: 12-month contract with potential for growth and collaboration across teams.
- Why this job: Make a real impact by enhancing customer experiences and driving innovation.
- Qualifications: Experience in customer success and strong leadership skills required.
The predicted salary is between 150 - 150 $ per hour.
Our client is a leading SAAS company, working across various industries to deliver leading mobile technology platforms and solutions which are transforming the way people, vehicles, and things move through the world.
This 12-month contract role is responsible for driving retention and growth across the APAC Investment segment, managing a portfolio of approximately U$10M ARR and 4,200 customers. You’ll lead the Customer Success Operations Centre, ensuring operational excellence, customer satisfaction, and fulfillment of key journey outcomes. The role involves coaching a high-performing team, monitoring customer health, and collaborating cross-functionally to resolve issues and improve processes. You’ll also identify opportunities to expand product adoption, oversee digital campaigns, and advocate for enhancements to the customer experience. Strategic leadership, stakeholder engagement, and continuous improvement are central to success in this position.
Key Responsibilities:
- Overall accountability for retention & growth of the APAC investment segment portfolio (Approx U$10M ARR/ 4.2K Customers), customer experience and fulfillment of defined operational tasks on behalf of Customer Success Managers through the Customer Success Operations CoE.
- Coach and lead the Customer Success Operations Centre functions on a day-to-day basis, monitoring performance through established/establishing dashboards and reports.
- Protect and grow revenue from the Investment segment customer base, with overall accountability for fulfillment of defined segment journey outcomes, leveraging the Customer Success Operations Centre of Excellence (CoE) to fulfill tasks and workflows.
- Monitor customer health, ensuring you are aware of any areas of concerns for your client base and work with internal teams to rectify any issues.
- Identify and develop opportunities to expand the client’s use of products and services and deepen our relationship, establishing and overseeing digital and outbound campaigns through the CSOS Campaign team, monitoring success rates.
- Define and govern escalation workflows, customer complaints and concerns, seeking to improve all aspects of the customer experience with the company.
- Lead collaboration with GCS Ops & Enablement, Billing, Sales and other key stakeholders, escalating where needed, to ensure customer satisfaction.
- Serve as an advocate for overall customer experience, proposing and lobbying for improved solutions, process workflows and automation opportunities.
- Grow adoption of available digital services through partnerships with marketing, outreach campaigns & participation in digital services programs.
- Lead ad-hoc project outcomes as defined by your manager.
- Identify business process improvements, knowledge sharing opportunities and coach peers in your areas of Subject Matter Expertise to achieve overall business success.
What’s on Offer? 12-month contract.
How to Apply: Please upload your resume to apply. We will be in touch with further instructions for suitably skilled candidates. Candidates will need to be willing to undergo pre-employment screening checks which may include, ID and work rights, security clearance verification and any other client requested checks.
Customer Success Leader in Sydney employer: Whizdom
Join a highly regarded organisation in Brisbane Northside that values innovation and collaboration, offering a hybrid working arrangement to support work-life balance. As a Senior Systems Administrator, you'll be part of a dynamic team driving significant infrastructure transformation projects, with ample opportunities for professional growth and development in enterprise-scale technologies. Enjoy the benefits of working on high-profile initiatives while contributing to a supportive and technically proficient environment.
