Customer Experience Manager - IT Support experienceCustomer Experience Manager – ERP Software BusinessWarragul, VictoriaAbout the company:Our client is a leading ERP software provider offering a cutting-edge business management tool tailored for clients in the retail industry. Located in the heart of Warragul, Victoria, they're passionate about enabling their clients to thrive with intelligent, efficient solutions. They are seeking a Customer Experience Manager to lead and elevate their Customer Success team.About the RoleAs the Customer Experience Manager, you'll play a pivotal role in driving client satisfaction and ensuring your team delivers unparalleled service to tier 1 customers and external partners. Your focus will be on empowering your team, enhancing performance, and strategically collaborating with internal departments to resolve roadblocks. You'll bring the customer's voice into the organisation and advocate for the Customer Success team's needs to promote a seamless, client-centred approach.What You'll DoLead and Inspire: Cultivate a high-performing team, driving accountability and fostering a positive, collaborative environment.Ensure Excellence in Service: Oversee help desk operations, including rostering, allocation, and resourcing, ensuring service levels are met and client needs are exceeded.Build Strong Relationships: Maintain and strengthen partnerships with key clients and external partners.Collaborate Across Teams: Work closely with other departments to eliminate obstacles and improve the customer experience.Act as a Customer Advocate: Represent customer needs and feedback internally to support continuous improvement.Identify and Address Training Needs: Partner with your team to recognize skill gaps and coordinate training to ensure top-quality service.What You'll BringProven leadership or people management experience, ideally in a similar role.Strong interpersonal skills with the ability to foster client relationships and resolve issues effectively.Experience in the IT industry is a plus, with an understanding of customer success and help desk management in a software environment.Knowledge or certifications in ITIL.A proactive mindset, with the ability to identify and recommend strategies to boost client satisfaction and retention.
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