Be Part of Our Next Chapter
For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!
We’re a global technology company focused on creating dynamic, smart, personalized and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.
Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.
The Customer Success Manager is the primary owner of the enterprise customer support relationship for key accounts. In addition, this role will work with support team partners, vendors, and our operations
and Supply Chain teams to ensure optimal support delivery. They will become a subject matter expert relative to these tasks and have a role in case handling and process improvement.
Responsibilities:
· Build strong relationships with your key account stakeholders
· Serve and as advocate for continuous improvement with support delivery in mind
· Manage the onboarding of your customer to new processes and solutions provided by Coates Support
· Liaise with Deployment Support teams to ensure healthy transition of new customer locations to our solution.
· Monitor and respond to various customer feedback mechanisms (CSAT, Field Service Satisfaction)
· Participate in the product feedback and enhancement intake process
· Contribute to Technical Support case handling to maintain a close understanding of ongoing support issues facing your key account
· Maintain oversight on SLA performance for your key account, providing feedback on relative process opportunities
· Work to escalate and highlight special handling to deliver an optimal support experience for customer stakeholders
· Serve as a Knowledge Contributor for your key account
Success Factors:
· Customer Education: Providing clear and concise guidance and updates to stakeholders reducing overall escalation volume.
· Customer Satisfaction: Ability to provide guidance and action toward successful resolution to customer support issues within SLA period.
· Operational Efficiency: Timely and complete case handling and support troubleshooting
· Data Analysis: success in proper KPI
Qualifications & Experiences:
· Bachelor’s degree in business, Engineering, or Computer Science AND 1-2 or more years of experience in a Customer Success, Enterprise Technical Support, or Technical Account Management environment supporting hardware or software products and services
OR
· 5 or more years of experience in a Customer Success, Enterprise Technical Support, or Technical Account Management environment supporting hardware or software products and services
Required
· B2B SaaS Experience in a Customer Success, Account Management, or Technical Support environment
· Excellent written and verbal communication skills
· Strong Customer-facing presentation skills with the ability to establish credibility and trust
Preferred
· Experience working in the QSR space, either as part of a major brand, or in a vendor capacity
· Intermediate Microsoft Excel skills such as Pivot Tables, vlookups
· Basic understanding of Networking principles
Capabilities:
· Effective Communication: Ability to clearly convey updates and solutions to both internal and external stakeholders.
· Customer Advocacy: commitment to understanding and catering to customer needs, understanding their drives and being the VOC internally.
· Problem Solving & Adaptability: Capability to identify and address challenges, adapting to changing, and always questioning to achieve the root cause
· Product Knowledge: A deep understanding of the product or service is essential to guide customers effectively and provide solutions tailored to their needs.