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Customer Experience Manager

Job Title: Customer Experience Manager
Contract Type: Permanent
Location: Melbourne CBD, Victoria
Industry:
Salary: Negotiable
Reference: 196601_1565308420
Contact Name: Leah Windley
Contact Email: Leah.Windley@peoplebank.com.au
Job Published: August 12, 2019 10:46

Job Description

Our client, a rapidly growing software vendor, is looking for a Customer Experience Manager to join their team permanently. Reporting into the general manager, the Customer Experience Manager will work closely with client CIO's/Heads of IT/IT Managers to provide unique solutions to fit their business needs and guide platform implementation.

Responsibilities include:

  • Work with presales to define and understand the customer requirements documented in the Statement of Work; and develop the SoW change request for existing clients
  • Work closely with the customer to fine tune requirements
  • Develop the initial solution design for the project and engage the Implementation Specialist for completion of the project
  • Liaise with the Solution Architect to validate designs on larger, complex projects
  • Manage and monitor the design throughout the project
  • Ensure the Solution Workbook is handed over to the customer for UAT and ongoing Level 1 Support
  • Coordinate and facilitate customer meetings
  • Documentation of project actions and details for the project team
  • Liaise with the Account Manager on the production of quotations

The ideal candidate will have:

  • Experience managing clients and software (-as a service) implementation projects
  • Work on multiple projects with a variety of clients simultaneously
  • Ability to prioritize and time manage to strict deadlines
  • Strong senior stakeholder management skills, facilitate workshops, gather and define requirements
  • Ability to work in somewhat ambiguous environment
  • Domain knowledge in HR/WFM/Finance/Sales Ops systems
  • Advanced Excel and PowerPoint skills
  • Knowledge of cloud technologies and tools
  • Technical skills such as database, SQL is advantageous

If this sounds like you, please apply now!