Customer Success Manager

Company: Audatex Australia Pty. Ltd.

The Role:

Roles & Responsibilities:

• Identify opportunities to expand client engagement and improve utilization of company products and services by understanding customer requirements and supporting evolving business needs.
• Manage end-to-end customer service delivery activities from onboarding through ongoing account retention and service improvement.
• Deliver compelling presentations, proposals and product demonstrations to maximize client alignment with our services.
• Perform client relationship management and service delivery duties for a portfolio of key clients.
• Develop and maintain strong working relationships with key decision makers and stakeholders within a client’s organization.
• Conduct discovery conversations to understand client and prospective client needs and align service delivery frameworks and custom system solutions.
• Conduct account and service reviews with clients on a regular basis, reviewing program trends and results and understanding current and future program needs and opportunities.
• Ensure client retention through understanding your clients’ businesses, seeing the bigger picture and helping them connect the dots on and expand their programs as their needs grow and evolve.
• Capture client feedback and provide product, engineering and leadership with details on product issues, enhancement ideas, and system optimization requests.
• Address client concerns and efficiently respond to incoming inquiries from all channels to include face-to-face, phone, email, video conferencing and online chat.
• Proactively identify client and end user needs and provide reporting, training and support to ensure program proficiency and effectiveness, aiding clients in maximizing the benefits of our products, programs and services.
• Serve as a trusted advisor throughout sales process and beyond, providing support and guidance throughout the life of the client relationship.
• Utilize multi-lingual skills to support translation and client services, within and outside the CS department (as applicable and requested).
• Govern cross-departmental deliverables, collaborating with the Data team to ensure driver lists are updated accurately, and data tickets are resolved efficiently against client requirements.
• Coordinate with the engineering team to resolve critical platform issues reported by clients and escalate client recommendations for the enhancement of current systems.
• Liaise with the Customer Support team to ensure they accurately assist with specific client parameters and account protocols.
• Collaborate closely with the executive management team to analyze service trends, review performance data, and help improve internal processes.
• Review and improve customer service processes, workflows and procedures to enhance service quality, operational efficiency and customer satisfaction.
• Act as the primary operational lead during Asia-Pacific business hours to manage post-sale service continuity for global enterprise accounts. Serve as the time zone bridge to orchestrate critical cross-departmental escalations across regional boundaries, ensuring seamless global service-level agreement (SLA) fulfillment.
• Perform other duties as assigned or as they become apparent, necessary, or helpful. This list is intended to be fluid and may not contain all activities, duties or responsibilities that are required of an eDriving team member.

Skills, Knowledge & Abilities:

Education: Bachelor’s in Communications, Business or other relevant field preferred. Equivalent work experience may be considered without a degree.

Experience:

• 10-15+ years of customer service, client account handling and/or management experience, with a demonstrated ability to effectively engage customers with varying levels of technical aptitude, ideally in a similar role or industry.

• Experience and natural ability to build rapport in a friendly and helpful manner across all lines of communication, face-to-face, phone, email, video conferencing and online chat.

Skills:

• Demonstrated capability in functional leadership, exercising indirect management and cross-departmental collaboration across matrixed business units.
• Ability to manage a varied workload with great organizational skills and managing multiple priorities.
• Clear, concise and professional communication skills across all business settings including chat, email, video and over the phone. Excellent attention to detail and organization skills.
• Ability to prioritize work and execute with a sense of urgency.
• Innate problem-solving skills.
• Ability to apply critical thinking skills to identify and solve problems.
• Ability to understand data and identify trends, gaps and issues.
• Ability to think outside the box and proactively apply creative solutions to client accounts to achieve retention, cost-savings, and safety goals.
• Ability to work as a member of a team as well as independently.
• Written and verbal multi-lingual communication skills highly preferred, may be required (as applicable).

Availability: Standard business hours with flexibility to meet time zones, deadlines and client needs. Flexibility to work outside of standard business hours may be necessary (weekends, evenings).

Technical/Equipment knowledge:

• A proficient user of MS Office Suite (Excel, Word, PowerPoint, Outlook, Teams), with strong Excel skills.
• Technical expertise and experience with Zendesk, CRM's, Salesforce, Monday.com, driver safety and telematics programs, basic office equipment is a big plus.

Compensation Offered: AUD 90,000 - AUD 95,000 per annum.