Contract/TempFleet Complete is a leading global provider of mission critical fleet, asset and mobile workforce management solutions. For more than 15 years, Fleet Complete has been providing dispatching, fleet tracking and mobile resource management solutions to over 30,000 companies worldwide. The company maintains key distribution partnerships with Telstra in Australia, AT&T in the US & Mexico, and TELUS in Canada, as well as a strong sales footprint in Europe. Fleet Complete is one of the fastest growing companies in North America and has won numerous awards for innovation and growth since its inception in 2000 (as Complete Innovations Inc.). Fleet Complete Australia operates from its national headquarters in Adelaide, 25 Wright Street.Summary:The Customer Success Specialist is a critical role within the Customer Success Team at Fleet Complete. This role acts as the primary strategic partner for our key clients, ensuring successful solution adoption, maximizing value realization, and cultivating long-term partnerships. This is a 6-month contract role with the potential for permanency.Strategic Relationship Management:Serve as the primary point of contact for assigned key accounts, building and maintaining strong relationships with senior stakeholders through the utilisation of highly refined business negotiation skills.Proactively understand clients' business objectives, challenges, and opportunities, aligning Fleet Complete solutions to drive their success.Develop and execute Quarterly Business Reviews to enhance customer satisfaction, expand product adoption, and identify growth opportunities.Continuously improve processes by ensuring customer feedback is received and used to help the team generate and execute on ideas to enhance overall customer success.Cross-functional internal collaboration to advocate for the voice of the customer to all relevant stakeholders internally and with our channel partners.Focus on increasing product adoption, as well as churn minimisation and customer satisfaction.Maintaining case resolution with company KPIs.Project Leadership and Implementation:Clearly understand and contribute to scoping documents, ensuring that scope is achievable with allocated Customer Success resources and timeframes.Lead the implementation of Fleet Complete onboarding for assigned clients, ensuring smooth training and integration into their operational environment.Conduct risk assessments, proactively identify and mitigate potential risks, address challenges, identify churn risks and escalate issues as needed, ensuring transparent communication with stakeholders.Solution Advocacy and Value Realisation:Champion the adoption of Fleet Complete solutions within client organizations, demonstrating the value proposition and driving user engagement.Provide ongoing support and guidance to clients, troubleshooting issues, addressing simple technical questions, and contributing to optimal solution performance.In preparing for Quarterly Business Reviews, monitor key performance indicators, analyse data, and provide insights to clients, showcasing the impact of Fleet Complete solutions on their operations.Account Growth:Identify growth potential and engage with sales team for account expansion opportunities, presenting new solutions and services that align with client needs.Qualifications:Minimum of 5 years of proven experience in a customer-facing role, managing strategic accounts, and driving successful client outcomes.Demonstrable experience in basic, foundational project management, and engaging with cross-functional teams.Strong understanding of similar technology, software-as-a-service (SaaS) solutions, and relevant industry regulations.Bachelor's degree in business administration, technology, or a related field is preferred.Required Skills:Exceptional Communication and Interpersonal Skills: Ability to build rapport, establish trust, and communicate effectively with diverse stakeholders, including senior executives, technical teams, and operational personnel.Strategic Thinking and Problem-Solving: Ability to analyse situations, identify root causes, develop innovative solutions, and implement effective strategies to achieve desired outcomes.Conflict Resolution and Negotiation: Ability to effectively mediate conflicts, negotiate win-win solutions, and maintain positive working relationships in challenging situations.Proactive and Solution-Oriented Mindset: Ability to anticipate potential challenges, identify opportunities for improvement, and present proactive solutions to clients.Emotional Intelligence and Resilience: Ability to understand and manage emotions, build relationships, adapt to change, and maintain composure under pressure.Strong Analytical and Data Interpretation Skills: Ability to leverage data insights to identify trends, track performance, and make informed recommendations.Proficiency with CRM tools like Salesforce and project management software.Fleet Complete is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, colour, religion, sex, national origin, age, disability, protected veterans' status, or any other legally protected factors.
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