Location: Warragul, West Gippsland & Latrobe Valley VIC
Employment Type: Full time
Exciting opportunity to bring your customer-centric ethos to lead your own team in a medium-sized organization with lots of autonomy.
If you are passionate about customer success and have a track record in building strong customer relationships and fostering customer advocacy, this could be the job for you.
About the Company As one of Australia's leading providers of retail management software solutions, Sympac Solutions is a mature and progressive software company of over 30 years. We are a 100% owned subsidiary of Constellation Software Inc. via its operating group, Vela Software Group, and therefore, benefit from a strong corporate platform and international support.
We have an impressive customer base, which we continue to grow through providing exceptional software and services. At Sympac, we are dedicated to empowering people to achieve exceptional results. We are seeking an inspirational leader who is passionate about both our business and our customers and can understand and incorporate our core values.
What You Will Need to Do Lead and inspire the team Drive performance and accountability Work with other internal departments to remove roadblocks preventing the Customer Success Team from providing superior customer service Cultivate relationships with external partners and tier 1 customers Be the voice of the customer in the organization Be the voice of the Customer Success team in the organization Ensure service levels are being met Work with your team to identify training gaps and opportunities, then find solutions to those gaps What You Will Get The opportunity to be part of the Executive team where you will be able to contribute to company decisions on direction and strategy Have the freedom to run the Customer Success Team your way but with support and guidance when you need it The autonomy to work with your team and focus on the areas and goals that your team believes are important Work in a progressive learning organization that is open to change and new ways of doing things The opportunity to work with a small team who are willing to try new ways of working to improve service for our customers Work in a company where everyone's priority is the best outcome for the customer Work with a supportive development team who are responsive when faced with high priority customer requests Desired Knowledge/Skill Set 5+ years proven experience in a similar, customer-focused role supporting a variety of companies with a strong understanding of the IT/Software Industry ITIL certification highly regarded Experience in the ERP software industry will be highly regarded Tenacious and well-organized individual who can manage and direct the Customer Success Team on a day-to-day basis while managing the big picture and driving continuous improvement within the team and across the organization Proven ability to cultivate relationships with high-value customers and partners to drive retention and business growth #J-18808-Ljbffr