Senior Director, Customer Success, Anz

Teletrac Navman is a software-as-a-service (SaaS) provider leveraging location-based technology that empowers people managing mobile assets to move their business forward with certainty.
The Position
We’re looking to add a Senior Director of Customer Success, ANZ to join Teletrac Navman! This role will lead the transformation of our global Customer Success organisation to develop and execute strategies to enhance customer satisfaction, loyalty, and retention. By leveraging data, feedback, and customer insights, you will drive improvements to enhance the overall customer experience. The Customer Success Leader is responsible for establishing a strong Customer Success function that takes accountability for driving the adoption, retention, and expansion of our customer base. You will lead a team of managers and individual contributors tasked with building strong relationships with customers and ensuring their needs are met throughout their entire journey with the company.
Responsibilities and duties:

• Responsible for developing and implementing a comprehensive Customer Success vision and strategy aligned with Teletrac Navman’s goals.
• Foster a customer-centric culture that values feedback, continuous improvement, and innovation.
• Support building the Customer Success team, developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner.
• Create an optimised & data-led model of the customer journey, and make sure all internal stakeholders are aligned.
• Work with operational specialists to ensure customer data is correct and that everyone uses the same data sets.
• Implementing processes to capture customer feedback, including surveys, reviews, and direct interactions, with a strong focus on solutions.
• Implementing processes to capture customer feedback in Australia and New Zealand, including surveys, reviews, and direct interactions, with a strong focus on biometric solutions.
• Increase product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
• Collaborate with sales and marketing to create and optimize the upsell and cross-sell strategies.
• Establishing metrics to measure the effectiveness of customer engagement initiatives in the market.
• Preparing regular reports on customer engagement performance, and customer growth metrics, highlighting successes and areas for improvement.

At Teletrac Navman, we believe in your potential to make an impact. And we believe in giving you the opportunity, accountability and visibility to do just that.
We are looking for people who have:

• Proven experience (typically 8+ years) in customer engagement, Customer Success, enterprise sales or related roles.
• Advanced business experience and ability to create strategies, guidelines, and objectives, and implement them while driving business growth and creating data-driven reports.
• Analytical mindset with the ability to interpret data and derive actionable insights
• Strong understanding of customer experience management and customer relationship-building strategies,
• Proven track record in Customer Success, including building the processes and systems to be successful
• Deep understanding of software businesses, with knowledge of both the subscription and renewal models.
• Working knowledge of Customer Success tools and methodologies
• Commitment to Customer Success
• Excellent communication - both verbal and written, including the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
• Business development knowledge and experience growing a business a plus
• Ability to develop and maintain strategic customer relationships

What's in it for you?
Teletrac Navman is a diverse business that has an open and inclusive culture, where you can grow your career through mentoring, training, “lunch n learn’s” and so much more. We value our community and offer up our time to assist with volunteering work and fundraisers. We take your well-being very seriously and offer company-funded healthcare as well as a chance for you to look after your mental health through an Employee Assistance Program (EAP) program.
Teletrac Navman is a leading software-as-a-service (SaaS) provider leveraging location-based technology that empowers people managing mobile assets to move their business forward with certainty. It tracks and manages more than 500,000 vehicles and assets for more than 40,000 companies around the world. With headquarters in Orange County, CA, we have an international presence with additional offices in the United States, United Kingdom, ANZ and Mexico. Check our website at www.teletracnavman.com.
Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our six operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, Hennessy Industries, and DRB Systems—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and sustainability worldwide.