Customer Success & Technical Account Manager

Job description

What are we offering you? Flexible Working Arrangements! Work from home options Permanent full-time position with competitive remuneration Rewards & Recognition Program Discounted health insurance with Medibank Novated Leasing with Custom Fleet Lifestyle discounts with Woolworths, Coles, Avis, Quest, Accor Hotels etc Access to our Employee Assistance Program Who will you be working with? Wabtec Digital Mine is setting a new global industry benchmark through the delivery of innovative and reliable technology solutions to the mining industry.

We help miners improve efficiency and productivity while enabling safer mining practices, through a combination of advanced software, models, analytics and solutions such as Collision Avoidance System (CAS), Underground MWD & comms, Software and Analytics. How will you make a difference? Reporting to the Global Program Director, Digital Mine, you will work with the Support Manager to ensure our customers receive world class ongoing support and service following the installation of the CAS system as per our Service Level Agreements (SLA).

You will be develop strong relationships with our customers and be the single point of contact for our customers to ensure we meet their needs in a timely fashion. It is your responsibility to address customers’ needs and concerns as quickly and effectively as possible to develop and maintain strong relationships. You will leverage your commercial expertise to ensure growth in the SLAs through the provision of high-quality services that exceed customer expectations.

Where is the position located? This is a full-time role based in Eagle Farm (QLD). The role offers flexible working arrangements, with 2 days from home, around days working in the office and meeting with customers. What will your typical day look like?

Point of contact for all customer support post system installation

• Manage the delivery of services across all customer SLAs, with accountability for SLA margin performance
• Facilitate periodic SLA Review meetings and escalate key issues and risks
• Monitor open support cases to ensure timely resolution and transparent communication of progress Proactively manage customer spares holding and provide advice regarding appropriate levels of managed stock
• Analyze customers’ needs and suggest upgrades or additional features to meet their requirements
• Liaise with the sales department to win new business and increase sales
• Establish best practices What do we want to know about you?
• Bachelor's degree from an accredited university or college (or equivalent trade qualification or experience) Experience in a similar position with a focus on customer service Exceptional commercial skills and experience in management, delivery and growth of Service Level Agreements
• Strong people management skills, with demonstrated experience in developing / coaching team members Have a proven ability to develop efficient and consistent work processes and procedures
• Excellent oral and written communication skills, with a high level of attention to detail
• Excellent interpersonal skills with the ability to interface at all levels and functions A results-oriented, customer first attitude
• Strong organizational skills, entrepreneurial drive Willingness to break the mould and challenge norms where needed Experience in Mining industry is a distinct advantage Flexible work hours to accommodate varying time zones Occasional travel to customer sites (including international regions) A current driver’s license is required We thank all applicants for their interest; each application will receive a response.

We do not accept unsolicited contact from recruitment agencies. Successful candidates will be required to complete background and criminal history check.