Address- Are you an Operations Superstar?
- Do you want your career to be as important to your employer as it is to you?
- Do you want to work in a great company with the freedom to make things happen?
- Do you thrive working within a fast-paced environment?
Due to company growth, we are looking for an Operations Team Lead for our Customer Success Team based in Melbourne. This is a newly created role to help support the growth of our business.
You will be managing our high performing CST Operations team across multiple locations, ensuring they continue to deliver to our exceptional standards and are given the skills and support they need to get the best results for our business. This role is an equal mix of Team Leadership and operational outputs.
We need someone who is passionate about getting the best out of their people, ensuring our customers are provided with the best possible support and service. Going the extra mile is a must!
The successful candidate must be a proven people leader who can engage with customers and the team at all levels.
The role is not for the faint hearted, we need a strong team player who will:
- Oversee the operational outputs of all CST systems and processes
- Provide leadership, mentoring and support to team members with a focus on customer and business requirements
- Manage the workload of team members allocating tasks to reflect their level of experience and competencies
- Identify opportunities for improvements within the Customer Success Team and service to our customers
- Create a service orientated environment which delivers excellent customer service and drives high performance
- Drive new initiatives across the Customer Success Team
- Oversee our support annuity process and provide internal reporting
- Participate in acquisitions by understanding new requirements and assist to onboard customers
- Be responsible for the operational elements of the Customer Success Team, such as issue management, breach ownership and contract deliverables
- Ensure all Customer Success Team systems and processes meet the changing needs of the business
- Demonstrate the ability to multitask and prioritise workload.
The successful candidate will have the following:
- Ability to engage at all levels across the business and customer base
- At least 2 years’ experience in leading a team of 5+ people
- Experience managing internal projects or business operations
- Previous experience in mentoring/coaching others
- Experience working in a professional services environment
- A strong customer service focus, with a penchant for learning
- Excellent interpersonal, organisational and communication skills (written and oral)
- Excellent Customer Service skills
- The ability to provide great service to large enterprise / corporate clients
- Ability to clearly and succinctly present ideas in business-friendly and user-friendly language
- Accuracy, attention to detail and highly organised.
Who is Fusion5?
Some would say we’re a business that sells software and business applications. But what we really trade in is #makingpotentialreality. We provide software, applications, services and support that optimise and empower Aussie and Kiwi organisations so they can thrive.
We’re a passionate bunch, love a good laugh, and believe wholeheartedly in being disruptive where we can, to achieve great outcomes for both our customers and our staff. We’ve got more awards than you can shake a stick at, a growing number of customers, and a leadership team who are personally invested in the success of the business, our people, and our partners. And we’re the kind of place that gives you a day off for your birthday. Basically, we’re awesome, and growing, so we need more awesome people.
What’s on offer
Investment in people is a priority at Fusion5. We offer training certifications, career development paths and a whole range of opportunities to grow and develop professionally.
Additional staff benefits include company bonus scheme, birthday leave, discounted gym memberships, flexible working, volunteer day, free annual flu jabs plus more. We have regular social occasions at all our offices, champion our own sports teams, and organise outings and events to suit all tastes.
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