Customer Success Manager RTI

Real Time Instruments

RTI is a fast-growing Australian company, specialising in on-line elemental and moisture analysis of bulk materials. Manufacturing a range of on-conveyor analysers in its Mackay factory for the global mining, minerals processing and cement production sectors.

Are you motivated everyday to deliver customer satisfaction and ensure outstanding service and support is maintained?

Reporting to the Chief Operating Officer, this pivotal, customer facing role is responsible for exceeding customer expectations and managing the field staff onsite, remote and on-call operations.

Join our global head office team in beautiful Mackay, Queensland.

Job Purpose:

The primary objective of this role is to enhance and sustain customer satisfaction within RTI’s customer base. This will primarily be achieved through:

  • Building strong and ongoing relationships with our customers, starting at the point of sale
  • Ensuring every customer sustainably receives the maximum benefits and value our products can deliver
  • Working with both customers and our team to ensure every customer’s experience with RTI is exceptional
  • Monitoring and implementing proactive strategies to grow RTI’s Net Promotor Score and each customer’s maturity in their use of our products

Our ideal candidate will possess:

  • 2+ years work experience in a customer success focused role
  • Previous experience in an industrial or service maintenance environment
  • Strong analytical, scheduling/project management and solution-based problem-solving skills
  • A technical mindset with great attention to detail to translate business questions to technical specifications if required
  • Proven experience in managing contracts, proposals and business case preparations
  • A commitment to ensuring the highest standards of Workplace Health and Safety
  • Management of budgets and reporting
  • Experience managing and mentoring teams
  • Excellent writing and reporting skills as well as outstanding presentation and communication skills
  • Strong time management and organisational management skills

Key Responsibilities of this role:

Building and implementing a customer management framework to deliver an Exceptional Customer Experience through:

  • Increasing customer satisfaction
  • Ensuring customers’ expectations of Product Support Agreements are being met
  • Undertaking regular face to face site visits with customers and maintaining intimacy
  • Measuring and increasing customer maturity in their use of RTI products
  • Measuring value delivered and helping customers increase this value
  • Feeding back customer expectations, requirements, and needs into the development and operational teams for improving products and services
  • Promoting and renewing ongoing Product Support Agreements with customers
  • Supporting the Service Delivery Manager with the prioritization of jobs and customer interactions
  • Assist project managers with successful equipment installations at customer sites
  • Identify areas for continuous improvement in all aspects of service delivery and customer experience

Key attributes:

  • Supports RTI’s core values – Innovation, passion, team work and loyalty
  • Natural leader
  • Innovative
  • Customer Service focused
  • Inspirational
  • Negotiation and resolution skills
  • Ethical and acts with integrity
Upload your CV/resume or any other relevant file. Max. file size: 256 MB.

Upload your CV/resume or any other relevant file. Max. file size: 256 MB.

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Real Time Instruments

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