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Head of Customer Success

Discipline:
Customer Service
Business unit:
Small and Medium Business
Location:
Melbourne
Employment type:
Full-time Permanent

Our Company:

Netregistry, Melbourne IT, WebCentral and WME have joined forces to become Australia's largest online solutions company. We help organisations of all sizes, and across all industries harness technology to drive business success. Our customers range from small businesses to Fortune 500 companies and internationally recognised government entities.

In the SMB division, we have more than 500,000 small business customers, who we support and enable by providing solutions and insights to transform their ideas into business realities. With 1.5 million domain names under management, Melbourne IT gives small business leaders the tools to build an online presence, attract customers and build their brand.

Your Role:

We have an exciting opportunity for a Head of Customer Success who lives and breathes everything CUSTOMER! You will be an energetic and customer-focused individual leading teams of digital marketing specialists who are passionate about creating a uniquely positive customer experience and showing customers how much we care for them.

What YOU get to do:

  • Lead the SMB Customer Success organisation
  • Develop and deliver growth and retention strategies to deliver high performance outcomes
  • Build and manage a value-based servicing model delivering demonstrable value to customers at the right operating cost
  • Lead cross-functional programmes to drive customer success
  • Coach, motivate, influence, empower and nurture the Account Management teams
  • Reporting to the business overall customer performance trends including managing the Customer Success P&L

What YOU will have:

  • Demonstrated people leadership experience with the ability to build high performing teams
  • Proven leadership experience, ideally in small business segments
  • Quick-learner with excellent problem-solving skills with an ability to manage multiple priorities within a fast paced environment
  • Boundary-less thinking and experience working with and influencing cross-functional teams and departments
  • Experience in managing customer-facing teams in a volume-based complex multi-touch/pipeline environment
  • High emotional intelligence along with a FUN personality

Why work with us?

As an organisation we strongly believe in work/life balance and flexibility, working hard to create an environment that is diverse, supportive, challenging and team oriented.  We genuinely enjoy the time we spend together and regularly get together at informal and organised social events to ensure we maintain good levels of fun and mateship whilst working collaboratively towards our common and individual goals. Here you will find yourself surrounded by a large team of highly technical, customer service focused people who are passionate about technology.  We are driven to help our customers. Within an informal, social, yet professional environment you will be fully supported with the tools you need to achieve today and develop new skills for tomorrow. 

An opportunity for YOU to make a REAL impact!

 #MIT

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