Customer Success Manager

Build customer-centric capability and performance within your direct team and also advocate for customer excellence across the business.

07th June, 2024

Who are we?

Standards Australia (SA) is the peak standards development organisation in Australia, and we are now 101 years old We are going through a massive transformational growth stage. In the last few years we’ve doubled in size and now have over 300 employees contributing to Australia’s future and our mission of empowering communities.

We bring together experts to develop national and international standards, which provide guidelines for products and services that promote the net benefit to the Australian community. We also publish these standards, so they are accessible to all businesses and individuals.

It’s our vision to be a global leader in trusted solutions that improve life – today and tomorrow. Join our team and be a part of this exciting time in Standards Australia’s journey

About the role

The Customer Success Manager is primarily responsible for delivering an excellent customer experience for all Standards Australia’s customers who interact with the customer success team. This incorporates the Customer Success Specialists and support for the end-to-end customer life-cycle for the SA Store customers.

This role focuses on building customer-centric capability and performance within their direct team but also advocating for customer excellence across the business.

What you'll do

• Develop and implement a robust customer excellence delivery infrastructure in order to fulfil a first-class customer experience and embed customer-centric behaviours
• Develop and deliver integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers and communities
• Participate in customer research programs, dialogue and other forms of engagement to understand key issues and enhance customer service
• Responsible for the overall satisfaction and proactive retention of customers through knowledge of SAs core business and products
• Manage and drive retail and subscription sales, deliver a competitive after-sales service, including retention strategies and ensure an accurate sales ordering system
• Serves as the voice of the customer, providing internal feedback on product enhancements and how to serve customers better
• Manages customer complaints which appease customer dissatisfaction and delivers resolutions to retain satisfied customers
• Ensures all Customer Success Specialists deliver professional written and verbal communication to all customers
• Remains informed on the latest industry trends, technology and best practices to optimise the customer experience
• Managing appropriate decision making with an understanding of the commercial and non-commercial implications
• Partners with the Voice of the Customer Analyst to ensure SA as measuring what matters and following through with measurable actions for areas of improvement
• Develops and delivers competitive customer satisfaction metrics, goals, KPIs, OKRs
• Works to keep all people ‘on message’ in both language and behaviour
• Has a clear team vision and direction, so they understand how they contribute to the long-term success 
• Manage and mentor a team, address any performance issues in a timely and fair manner
• Manage and lead daily operations as well as big picture thinking 
• Plans for current and future talent, actively onboarding employees with the future in mind 

07th June, 2024

Who are we?

Standards Australia (SA) is the peak standards development organisation in Australia, and we are now 101 years old We are going through a massive transformational growth stage. In the last few years we’ve doubled in size and now have over 300 employees contributing to Australia’s future and our mission of empowering communities.

We bring together experts to develop national and international standards, which provide guidelines for products and services that promote the net benefit to the Australian community. We also publish these standards, so they are accessible to all businesses and individuals.

It’s our vision to be a global leader in trusted solutions that improve life – today and tomorrow. Join our team and be a part of this exciting time in Standards Australia’s journey

About the role

The Customer Success Manager is primarily responsible for delivering an excellent customer experience for all Standards Australia’s customers who interact with the customer success team. This incorporates the Customer Success Specialists and support for the end-to-end customer life-cycle for the SA Store customers.

This role focuses on building customer-centric capability and performance within their direct team but also advocating for customer excellence across the business.

What you'll do

• Develop and implement a robust customer excellence delivery infrastructure in order to fulfil a first-class customer experience and embed customer-centric behaviours
• Develop and deliver integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers and communities
• Participate in customer research programs, dialogue and other forms of engagement to understand key issues and enhance customer service
• Responsible for the overall satisfaction and proactive retention of customers through knowledge of SAs core business and products
• Manage and drive retail and subscription sales, deliver a competitive after-sales service, including retention strategies and ensure an accurate sales ordering system
• Serves as the voice of the customer, providing internal feedback on product enhancements and how to serve customers better
• Manages customer complaints which appease customer dissatisfaction and delivers resolutions to retain satisfied customers
• Ensures all Customer Success Specialists deliver professional written and verbal communication to all customers
• Remains informed on the latest industry trends, technology and best practices to optimise the customer experience
• Managing appropriate decision making with an understanding of the commercial and non-commercial implications
• Partners with the Voice of the Customer Analyst to ensure SA as measuring what matters and following through with measurable actions for areas of improvement
• Develops and delivers competitive customer satisfaction metrics, goals, KPIs, OKRs
• Works to keep all people ‘on message’ in both language and behaviour
• Has a clear team vision and direction, so they understand how they contribute to the long-term success 
• Manage and mentor a team, address any performance issues in a timely and fair manner
• Manage and lead daily operations as well as big picture thinking 
• Plans for current and future talent, actively onboarding employees with the future in mind 

About you

• Minimum 5+ years of leadership experience from a call centre or customer support environment
• Experience in creating measures to improve the customer experience
• Track record of following through to ensure success
• Proficient in the use of Microsoft Office Suite
• Proficient knowledge of Salesforce
• Experience in improving NPS

Culture & Benefits

We at Standards Australia are proud to have been awarded the prestigious Employer of Choice Award 2023 This recognition highlights our commitment to creating an exceptional workplace and fostering a culture of excellence. Our iCARE values form the basis of all we do - Integrity, Courage, Accountability, Respect, and Excellence.

Our success is measured not only by outcomes, but on the path we took to get there. Standards Australia offers many benefits such as flexibility with working from home, regular team events, additional personal/carer’s leave, regular awards, and on-going training. Our award-winning People Perks program includes the following great benefits:

• Nine-day fortnight – enjoy every second Friday off
• Parental and secondary carer leave benefits – supporting you and your family during the most important times in your life
• Workiversary rewards – your commitment and loyalty won’t go unrecognised
• International working arrangement – do you have working rights in another country? Enjoy a few weeks of international working every year
• Early access to long service leave – why wait 10 years for long service leave? 5 years sounds a lot better

What's next?

If Standards Australia sounds like the place for you, please submit your CV outlining your experience and suitability to this role. Eligible applicants must be Australian Citizens, Permanent Residents or have legal rights to work in Australia. Shortlisted applicants will be contacted within 15 business days of their application.Apply For Job #J-18808-Ljbffr

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