Senior Customer Success Manager, Technical Operations Dragontail Systems is the leading B2B provider of revolutionary optimization software for the food and delivery industry with a global footprint.
We're proud to be part of YUM! Brands, a company with over 55,000 restaurants in more than 150 countries and territories primarily operating the company's restaurant brands – KFC, Pizza Hut, Taco Bell and The Habit Burger Grill.
We are seeking a Senior Customer Success Manager to join our Global Customer Success Team, based in Brisbane City. This role will play a crucial part in managing key accounts and integration projects, providing technical expertise and escalation support, and driving continuous improvement across customer solutions and processes. The Senior Customer Success Manager will act as a customer success lead for customer escalations, leading through a mix of independent problem-solving, team mentorship, and process innovation.
Location: Hybrid work model, with time split between our Brisbane City office and remote work.
Key Responsibilities: Account Management: Manage both new and existing customers, independently addressing and resolving complex issues that may lack clear precedent, using sound judgment to drive best-in-class customer support and satisfaction. Integration Leadership: Oversee and guide integration projects from initiation through completion, including coordination across functions and acting as a mentor for less experienced team members. Cross-functional Collaboration: Leverage relationships within and outside the team to deliver impactful results, representing the team on internal and customer-facing projects as needed. Required Qualifications: Experience: At least 3 years in account management, technical operations, or a similar role, with demonstrated expertise in customer relationship management and technical support. Analytical Problem-Solving: Strong problem-solving and analytical skills, with an ability to independently create and adapt solutions as needed. Communication Skills: Exceptional verbal and written communication skills, with the ability to explain complex technical information effectively to both internal teams and customers. Organizational Skills: Highly organized, with strong multi-tasking capabilities and a keen attention to detail. Traveling: Willingness to travel (primarily within APAC, with some potential for global travel). Preferred Qualifications: Industry Knowledge: Experience in the fast-food or quick-service restaurant (QSR) industry. Project Management Expertise: Hands-on experience as an Integration Engineer, Technical Engineer, or Project Manager is highly regarded. Technical Skills: Familiarity with SQL Server, MySQL, JSON, XML, Windows and Linux; capable of supporting complex technical issues and integration requirements. This role is ideal for a motivated and knowledgeable professional looking to make a tangible impact in a high-growth, fast-paced environment. Full training will be provided, and the role offers opportunities for career growth within Yum, a global organization.
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