Customer Service Manager

EPG Payroll & HR Australia; Sydney; On-site; AUD 100,000 - 130,000; Full time

Job summary

EPG Payroll & HR Australia is seeking a full-time Customer Service Manager to oversee operations, lead the Australian market launch, and build a new high-growth venture in a competitive landscape.

You will direct strategic planning for staffing, facilities, IT and processes, manage working capital and partnerships, and develop a capable in-country team to deliver best-in-class customer experience while driving efficiency and growth.

Qualifications

• 5+ years of experience implementing solutions and/or managing the strategic overall operation of a business.
• Strong client relationships and understanding for what makes a product a success for clients.
• Experience in a fast-paced environment.
• Experience leading cross-functional teams and bridging internal/external communications.
• Excellent verbal, written and presentation communication skills.
• Experience in agile development, startup software, or new product environments.
• Experience in building SaaS product platforms.
• Experience building operational procedures and teams for new markets.

Responsibilities

• Provide strategic planning and management for company’s operations, including staffing, facilities, IT and internal processes/operational procedures.
• Provide high level operation support to develop and maintain the organisation’s resources, including staff, administration and finance.
• Spearhead the successful launch within Australian market and developing and implementing growth strategies.
• Improve and develop financial efficiencies, control costs and maximize productivity through the implementation of effective methods and standard processes/tools.
• Manage working capital in accounts receivable and inventory.
• Provide financial reports to Senior executives.
• Partner with key stakeholders to build brand awareness, roll out marketing strategies, build competitive cost proposals to secure customer base.
• Attract top talent to build the Australian team in country in line with job roles and responsibilities.
• Develop and lead the Team, ensure adequate upskilling, training and development is rolled out to support our new team and set our team up for success.
• Successfully build, coach and develop team members in line with culture and values.
• Manage functions including sales, customer success, and development, to ensure a best-in-class customer experience including creating formal procedures aligned with business strategy and planning.
• Identifies areas of opportunity within the Australian market, building client base and securing market share.
• Developing implementation timelines, managing towards project milestones, addressing client concerns, meeting and exceeding client expectations through the go-live of a project, and managing relationships on an on-going basis to ensure retention.

Skills

Strategic planning

Operations management

Staff management

Client relationships

Cross-functional teams

Agile development

SaaS experience

Team leadership

Communication

Education

Bachelor degree

Job description

Job Type: Permanent position | Full time position

Job Description

On behalf of our client, we are looking for a full-time experienced Customer Service Manager. The role will be responsible for overseeing the administration of the company’s operations, supporting with establishing, and building a new and growing venture in a new market. The daily duties and responsibilities include:

• Provide strategic planning and management for company’s operations, including staffing, facilities, IT and internal processes/ operational procedures
• Provide high level operation support to develop and maintain the organisation’s resources, including staff, administration and finance.
• Spearhead the successful launch within Australian market and developing and implementing growth strategies.
• Improve and develop financial efficiencies, control costs and maximize productivity through the implementation of effective methods and standard processes/tools.

Manage working capital in accounts receivable and inventory.

• Provide financial reports and to Senior executives
• Responsible for working in partnership with key stakeholders to build brand awareness, roll out marketing strategies, build competitive cost proposals to secure customer base.
• Attract top talent to build the Australian team in country in line with job roles and responsibilities
• Develop and lead the Team, ensure adequate upskilling, training and development is rolled out to support our new team and set our team up for success
• Successfully build, coach and develop team members in line with culture and values.
• Manage functions including sales, customer success, and development, to ensure a best-in-class customer experience including creating formal procedures aligned with business strategy and planning
• Identifies areas of opportunity within the Australian market, building client base and securing market share.
• Developing implementation timelines, managing towards project milestones, addressing client concerns, meeting and exceeding client expectations through the go-live of a project, and managing relationships on an on-going basis to ensure retention.

Education – Bachelor degree or higher qualification desirable. Industry experience may substitute. Experience & Skills

• 5+ years of experience implementing solutions and/or managing the strategic overall operation of a business
• Strong client relationships with a strong understanding for what makes a product a success for clients.
• Solid track record of working is a very fast paced environment
• Solid experience managing cross-functional teams with a strong ability to interact with business clients and internal teams simultaneously to bridge gaps and manage communications.
• Proficiency at managing and prioritizing multiple priorities simultaneously coupled with the ability to anticipate/resolve implementation bottlenecks/issues before they happen.
• Strong communication skills with the ability to present information in verbal, written or visual form to a variety of audiences, from the internal team to client executives.
• The ability to quickly establish trust and credibility with clients coupled with strong communication and client relationship management skills, with the ability to manage high profile client stakeholders.
• Experience in an agile development, startup software, or new product environment
• Experience in SaaS product platform
• Experience in building operational procedures, brand awareness, and building teams for success in new markets.

Salary: $100,000.00 – $130,000.00 plus superannuation per annum