Customer Success Manager

Location: Sydney North Shore & Northern Beaches
Company: VERIDAPT
Full Time

About the business

VERIDAPT is a global energy and commodity management solution provider who builds on core competencies connecting the physical to the digital to serve our customers. 

We are in a unique Technology business covering the full stack from Hardware through to Software. Our technology solutions supports industry leaders across Mining, Rail, Agriculture and Banking.

Our products are used world-wide and we’re still expanding. Over the past year new opportunities have emerged in new markets that require versatile talents to build a high performing team. 

 

About the role

This role is a pivotal part of Veridapt’s relationship with our customers. You will build trusted adviser relationships with our customers by providing technical service, support and value building interactions, and delivering the best customer experience. You will demonstrate adaptability and passion to work with our hardware and software solutions, think practically and proactively to resolve customer Issues.

Responsibilities:

       Service our customers with high quality and in a timely manner

  • Resolve incidents as well as provide intermediate hardware support with consistent and prompt responses
  • Take ownership of the Support Desk portfolio and provide software support to customers via the support desk in a timely mannger. This includes ensuring the phone lines are manned as required
  • Create training materials as required for internal and exteral use and train and support customers on products, processes and software.
  • Consult with existing and potential new clients to understand their business objectives, identify requirements, resulting in the development of fit-for-purpose solutions that can be shared and implemented across the broader  customers base.
  • Have a working knowledge of communications protocols to trouble shoot faults with both Software and Hardware

      Drive customer engagement through various communication formats

  • Manage customer relations to ensure customer advocacy and expectations around product and service.
  • Collate customer feedback for improvement of our products and service by liasing with the product and service teams.
  • Prepare and submit operational reports within agreed timelines using PowerBI and Excel
  • Facilitate meetings with the customer to ensure the customers are well informed and understand the value of VERIDAPT solutions. Always advocating for the Brand.
  • Identify potential upselling opportunities for Veridapt business solutions that support the key objectives of customers

     Increase Product Awarness

  • Ensure cross-functional knowledge sharing of trends and issues experienced by our customers for product and process enhancements.
  • Update stakeholders on new releases, critcal patch updates and new value adding features.
  • Maintain an up-to-date product offering knowledge

     Deploy Software

  • Deploy software to both servers and field devices remotely, configure and upgrade new functionality with the customers

 

Experiences and Requirements for the role:

This role will require a high level of technical expertise and remote resolution activity to deliver expected customer outcomes.

  • Experiences in a simliar role of customer success involving deploying software, resolving customer issues remotely, account management and upselling opportunities.
  • Electrical background and passion for technology and IoT solutions
  • Comfortable with using systems and technology such as ERP, Jira and PowerBI
  • Competent knowledge of SaaS/Product Solutions beyond PC and networking
  • Familar with CRM’s such as Freshservice and SericeNOW
  • Familir with customers in heavy industry or blue collar services (mining, agriculture, rail)
  • Outstanding communication skills, verbal and written
  • Strong customer focus mindset
  • Some experience in fin-tech or banking industry is preferrable but not a must

 

Benefits and perks

During COVID-19, our offices are staffed at minimum levels to ensure your safety, with hygiene and distancing practices in place and well followed. 

This is a really exciting time to join VERIDAPT. We are on a journey over the next 4 years to grow and operate in totally new markets utilising strength built over many years.

We are proud of our friendly and positive culture. We have;

  • Hybrid work offers flexiblity to WFH
  • Conveniently located minutes walk from the Station
  • Annual wellbeing allowance to care for the employees
  • Extra paid parental leaves to support the parents
  • High levels of accountability and flexibility to own and improve what you do

**IMPORTANT** if you do not have eligible visa, PR or citizenship for Australia please do not apply. Sponsorship is not available for this position.

 

 

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