AddressPosition Overview: As the Head of Customer Success, you will be responsible for overseeing Project Delivery, Customer Success Management, and Customer Support to ensure the successful adoption and ongoing satisfaction of our customers. You will lead a team of implementation specialists, account managers and support analysts, guiding them in delivering exceptional service and support to our customers. Additionally, you will collaborate closely with cross-functional teams, including sales & marketing, product & engineering, and integration & infrastructure, to drive customer-centric strategies and initiatives that drive business growth and success.
As a member of the Obzervr Leadership team, you will contribute to the overall strategic vision in collaboration with the CEO, CTO and other heads of departments.
Responsibilities:
- Lead, mentor, and inspire a team responsible for Project Delivery, Account Management, and Customer Support, providing guidance, support, and professional development opportunities.
- Oversee project delivery to ensure successful implementation and adoption of our software solutions, managing timelines, resources, and deliverables to meet customer expectations.
- Drive account management efforts to build strong relationships with our customers, understand their needs, and identify opportunities for upselling, cross-selling, and expansion.
- Provide leadership and direction for the customer support team, ensuring timely resolution of Customer enquiries, issues, and escalations.
- Establish and monitor key performance metrics and targets for the Customer Success team, ensuring alignment with company goals and objectives.
- Collaborate with sales & marketing, product & engineering, and integration & infrastructure teams to ensure a seamless customer experience throughout the customer lifecycle.
- Serve as the voice of the customer within the organisation, advocating for customer needs, priorities, and feedback to drive product enhancements and improvements.
- Stay abreast of industry trends, best practices, and competitive landscape to continuously improve Customer Success initiatives and drive innovation.
Qualifications:
- Bachelor's degree in business administration, marketing, or a related field; Master's degree preferred.
- 10 years of experience in Customer Success, account management, project management, or related roles, with 5 years of experience in a leadership or management capacity.
- Proven track record of driving customer satisfaction, retention, and growth in a SaaS or technology-driven environment.
- Strong leadership and team-building skills, with the ability to inspire and motivate teams to achieve goals and deliver exceptional results.
- Excellent communication, interpersonal, and relationship-building skills, with the ability to effectively interact with customers, executives, and cross-functional teams.
- Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions to optimize Customer Success initiatives.
- Strategic thinker with a customer-centric mindset and a passion for driving Customer Success and business growth.
- Experience working with enterprise-level customers and managing complex accounts is preferred.
- Knowledge of the mining sector and familiarity with work order management, field service or asset management systems is a plus.
Benefits:
- Competitive salary and performance-based incentives
- Professional development opportunities and ongoing training
- Flexible balance of Brisbane CBD office and remote work
- Collaborative and inclusive work environment
