Full timeWater is a scarce resource and Australia is the driest continent on earth. Managing this precious resource is a growing challenge.Taggle is Australia's leading supplier of Smart Water Solutions for local and regional councils and water utilities, driving digital change in IoT solutions in Australia and internationally. We supply the water industry with solutions that work within their overall ecosystem to monitor the end-to-end water cycle, providing all the tools from sensor to software to manage a digital water network. Data and actionable analytics drive economic benefits for our customers, better engagement with their stakeholders, and sustainable environmental benefits for society.A strong resource infrastructure is in place with a talented leadership team, managers, and employees, and Taggle is well poised for future growth. Employees are dedicated and believe in the benefits of Taggle's products and services to promote a sustainable environment. We have a high-performance culture. We value teamwork, drive for results, customer focus, innovation and problem solving within a flexible working environment. Taggle is embarking on a period of significant growth, and you could be part of this success.Your roleReporting to the Professional Services Director, you will be responsible for managing the customer service desk and coordinating field maintenance activities for existing clients, ensuring adherence to SLA commitments, meeting data service KPIs, identifying and closing upsell opportunities within existing clients, and driving customer satisfaction across all of Taggle's clients. You will manage customer relationships and high-quality support services. You will develop and lead a small team with deep expertise in Taggle's Hardware and Software solutions, understanding client issues, and assisting customers in troubleshooting and solving their issues. You will ensure that our customers consistently receive quantifiable value from Taggle and they become strong advocates for our services.Key OutcomesAchieve SLA and data KPIs as committed in customer contracts.Ensure high levels of client satisfaction, fostering trusted advisor relationships.Develop and lead a high-performing, engaged team.Work with vendor to deliver internal IT support to employees.Collaborate with Software team to automate manual processes to enhance efficiency.Achieve Taggle's revenue, gross margin, and profitability targets from clients, including identifying upsell and cross-sell opportunities.Develop managed services to grow revenue streams, such as training, integration, and other recurring services.Ensure timely payments from customers.Ensure transparency and clear reporting from our Jira Service Desk.Your key skills, education and experienceA minimum of five years' experience in a lead or managerial position in a customer-facing role.Relevant tertiary education.Experience managing customers through major problems, including critical situation management.Ability to build strong relationships with end-users and senior executives in business and IT environments.Experience dealing with Local Government and/or Water Utilities is an advantage.Self-starter and thrive for results.Strong skills in process automation.Proven experience in people leadership and coaching.Knowledge of ITIL Service Delivery, SDLC, and project management concepts.Current driver's license and comfort with driving in regional areas.Willingness to travel to regional, rural, and remote locations (on average 30%) as required.Strong analytical, problem-solving, and time management skills with attention to detail.Excellent communication and presentation skills.Outstanding organisational and time management skills.Proven ability to drive continuous improvement.A full position description will be provided to short-listed candidates.Interested? Apply online now.Your application will include the following questions:Which of the following statements best describes your right to work in Australia?How many years' experience do you have as a customer services manager?Do you have experience in a role which requires relationship management experience?Are you available to travel for this role when required?How much notice are you required to give your current employer?What's your expected annual base salary?
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