Customer Success Manager, ANZ

Beonic (ASX:BEO) aims to responsibly use technology to positively affect relationships between people and the places they visit. www.beonic.com

About the Role:

As a Customer Success Manager you will be responsible for supporting customers across APAC. Your role will be instrumental in driving customer retention, growth, and upsell opportunities.

You will work in close partnership with the APAC Sales Team and collaborate cross-functionally with teams such as Product Development, Technology, Operations and Digital Strategy to ensure a seamless customer experience.

This position also involves a strong technical focus, supporting the successful delivery and adoption of Beonic’s products and services. Your ability to combine relationship management with product knowledge will be key to enabling long-term customer success.

The ideal candidate will have at least 5 years experience representing a high ticket technical product, working with senior decision makers. Experience working with the airport or airline industry is a distinct advantage.They will be an effective communicator and organiser who can eliminate obstacles, maintain a realistic view of complex technical initiatives, and manage the customer process end-to-end. They are skilled at brainstorming, deadline driven, organised and detail focused. They have excellent interpersonal and communication skills. They are passionate about customer success and customer experience. This is a fast-paced, highly collaborative role that involves numerous stakeholders across multiple industry verticals. 

Key Responsibilities:

• Key Account Management of Beonics most valuable portfolio of customers, working daily with senior decision makers within focus on the following sectors;
  
  
  
  • Airports
  
  
  • Stadiums
  
  
  • Retail and Leisure
  
  
  
  


• Partner with senior decision-makers to align Beonic’s hardware and SaaS capabilities with their overarching business transformation goals.


• Provide responses to technical or account queries, project management and client management


• Provide technical support and training for customers of the Beonic SaaS platform.


• Consult with clients on the integration of their systems and networks with Beonic’s SaaS platform. 


• Assist Beonic Sales teams in the creation of customer proposals and cost estimates

Requirements:

• 5 + years experience in  Customer Success or Account Management


• Strong understanding of technical concepts and products, and the ability to clearly articulate technical requirements and issues to internal and external stakeholders


• Excellent communication and presentation skills, comfortable turning data into actionable insights.


• Understanding of common API protocols, e.g. REST, JSON, MQTT etc.


• Experience with CRM, PM and Service Management tools, (eg. Hubspot, Jira, Trello, Zendesk, Freshdesk etc.)


• Possess a relentless drive to deconstruct complex systems. Whether it’s a networking bottleneck or a data discrepancy, you are energized by the "puzzle."


• You are comfortable operating in the "gray area." You have the technical intuition to investigate, experiment, and resolve intricate hardware-software issues independently.


• Legal authorisation to work in Australia

What we Offer?

Great office location - Surry Hills

Hybrid - 2 to 3 days in office

In office Coffee Days - once per week

Novated Lease - salary sacrifice

Birthday Leave 1 day per year

Growth and Development

Diversity and Inclusion

Beonic values the diversity of the people it hires and serves.  We want to bring out the best in our global team members by creating a sense of belonging, being a place where they can grow, and ensuring everyone feels valued, heard, and supported.