Senior Customer Success and Support Manager

Job Description

Senior Customer Success and Support Manager (JOB-300434) Location: Warriewood, AustraliaSector: ITSalary: $130,000.00 to $150,000.00 per annum Summary: Are you passionate about technology and innovation? Do you thrive in ensuring customers achieve their utmost success? CommBox, a leader in interactive and commercial touchscreens, is on the hunt for a dynamic Senior Customer Success and Support Manager to join our Sydney-based team. This is your chance to be part of a company that's shaping the future of interactive solutions in Australia and beyond. About the Role: As our Senior Customer Success and Support Manager, you'll be the driving force behind our commitment to customer success. You'll work closely with our clients to understand their needs, guide them through their CommBox journey, and ensure they're making the most of our state-of-the-art products. Your strategic approach and dedication to customer satisfaction will not only foster long-lasting relationships but also drive our continuous growth and success. Responsibilities: Customer Support: Take ownership of the Service Hub within HubSpot. Lead and manage the customer support team, providing guidance and support to ensure that they are meeting their targets and delivering exceptional customer service. Lead the team in weekly planning, daily standups, task allocation, and roster management. Develop and deliver Customer Success (Internal) onboarding training and documentation. Take responsibility for the customer success standard operating procedures. Take responsibility for the warranty process and support for all CommBox products including spare part management. Create reports for suppliers of the monthly faults. Take responsibility for Kiosk Production Project Management and ongoing support. Customer Success: Develop and implement customer success strategies that align with the company's goals and objectives. Lead and manage the customer success team, providing guidance and support to ensure that they are meeting their targets and delivering exceptional customer service. Build and maintain strong relationships with key customers, ensuring that their needs are being met and that they are satisfied with our products and services. Work closely with other departments, including sales, marketing, and product development, to ensure that customer feedback is incorporated into our products and services. Develop and implement customer retention programs to ensure that our customers remain loyal and continue to use our products and services. Monitor customer satisfaction metrics and use this data to identify areas for improvement and implement changes as needed. What You Bring to the Team: Bachelor's degree in business, marketing, or a related field. Proven experience in a senior customer success role, preferably in the technology sector. Exceptional communication and interpersonal skills, with the ability to build strong relationships. A strategic thinker with a problem-solving mindset, able to navigate complex customer challenges. Leadership qualities that inspire and motivate teams to achieve their best. A commitment to ongoing learning and staying abreast of industry trends. What CommBox Offers You: A vibrant and innovative work environment where your work truly makes a difference. A competitive salary package that reflects your experience and expertise. Opportunities for personal and professional growth in the rapidly evolving tech industry. A supportive team culture that values your input and encourages innovation. #J-18808-Ljbffr