• Customer Success Specialist

    Job ID 2018-3093
    Location Frenchs Forest, Australia
    Type
    Full Time
    Shift
    Day
  • Responsibilities

    Daktronics is the world's industry leader in designing and manufacturing electronic scoreboards, programmable display systems and large screen video displays. It's our passion to continuously provide the highest quality standard display products as well as custom-designed and integrated systems.

     

     

    For over 50 years, Daktronics displays have provided vital travel information in airports, train stations and along highways. They also enhance spectators’ experiences at sporting events of all kinds. Millions of people see our displays everyday in nearly 100 countries. Daktronics Australia has sold and supports 300+ billboards & 27 stadiums across Australia and New Zealand. This position is focused on supporting the growth and development of our Australia/New Zealand market. Join this growing team as a Customer Success Specialist based in our Sydney office, located in Frenchs Forest.

     

    As a Customer Success Specialist you will be the main point of contact for our customers, responsible for service excellence, client satisfaction, and entitlement contract performance. You will successfully meet customer needs by collaborating with the knowledgeable Daktronics team of service coordination, field service technicians, engineers, and sales. As the Customer Success Specialist you will be responsible for Daktronics service fulfillment by managing, maintaining, and communicating the customer’s service expectations.

     

    Service Management

    • Collaborate with Service Manager and sales team to develop and promote an account vision for service delivery.

    • Effectively communicate customer service entitlements and expectations to the team.

    • Provide consistent ongoing communication with the service and sales team.

    • Monitor customer accounts to meet service obligations and customer expectations. Including timely distribution & collection of invoices.

    • Review service activity and trends to anticipate & pro-actively resolve issues.

    • Ensure customers have a positive and effortless customer experience by providing customers with knowledge, tools, and resources to meet their needs.

    Technical Solutions Management

    • Provide customer support for complex customer/site situations on technical issues by working with other technical teams and ensuring the customer stays updated throughout the process.
    • Collaborate with Daktronics team to resolve technical issues. Develop technical plan of action and follow through to implementation.
    • Assist customers with elevated concerns. Manage service projects through to resolution.
    • Pro-actively analyze site history to evaluate and provide possible solutions for future needs.

    Sales

    • Identify new service opportunities with the customer and collaborate with Daktronics sales team to provide technical and control system solutions aligning with the customer’s needs.
    • Develop and promote profitable service agreement upgrades and renewals on a consistent basis.
    • Maintain an accurate budget and estimates for sales goals for the year.
    • Monitor the financial performance of service contracts.
    • Use good judgment in making effective decisions.

    Relationship Management

    • Assume main point of contact role after the sale with service agreement customers and take responsibility for the quality of service customers receive. This includes travel on a regular basis to actively build relationships and resolve issues with the accounts assigned.
    • Stay current with customer needs by reviewing service activity and trends to anticipate issues and work pro-actively to resolve. Identify problems early and assist with the development and implementation of appropriate resolution.
    • Provide consistent proactive communications with customers.
    • Identify opportunities and work with the global services team to improve processes & procedures to enhance the customer experience.
    • Embrace Daktronics team atmosphere by collaboratively working with our internal team including: service coordination, field service technicians, engineers, and sales.
    • Make sound judgments.

     

    Qualifications

     

    • Bachelor’s degree in business, project management, engineering or other related technical fields.
    • Customer service experience required including external customer interactions.
    • Technical aptitude in understanding Daktronics products and how they work. Technical background in service, engineering, or other related field required.
    • Ability to work in a fast paced collaborative environment balancing several high priority tasks at once.
    • Ability to handle stressful situations in a professional manner.
    • Strong negotiation and communication skills.
    • Willing and able to be accessible via mobile phone outside normal work hours.
    • Flexibility to travel. Valid driver’s license and good driving record. Motor vehicle records may be verified
    • Excellent computer skills and ability to learn new software.
    • A self-starter able to work and make decisions with minimal guidance.
    • Enthusiasm for learning and working on new projects.
    • Fluent in English written and verbal. Strong written and verbal communication skills.
    • Background check will be conducted.
    • Daktronics does not sponsor, renew, or extend immigration visas for this position.

     

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