Senior Customer Success Consultant

Hammer Technologies Pty Ltd; Manchester; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Flexible WFH arrangements

Co-working space in Manchester

Birthday Leave

Regular social events

Employer-funded travel (UK/Europe)

Job summary

HammerTech in Manchester is seeking a Senior Customer Success Consultant to ensure customers maximise HammerTech usage and return on the platform.

You will manage a book of Tier 1/2 customers post-implementation, drive adoption across projects, renewals, and proactive health assessments, working with Implementation team.

The role offers a hybrid working model, diverse client exposure, and opportunities to lead a growing Customer Success team.

Qualifications

• Degree or similar or equivalent commercial experience.
• Experience with SaaS applications and enterprise customers.
• Leadership of Customer Success teams and strategies.
• Experience managing renewals and revenue protection.
• Knowledge of Quality, Health and Safety environments.
• Understanding of building/construction industry is a plus.

Responsibilities

• Be a leader within the Customer Success Team.
• Lead team discussions and develop CS measurement strategies.
• Protect revenue and renewals for key clients.
• Maintain strong relationships with HammerTech customers.
• Support land and expand across projects/territories.
• Collaborate with the Implementation team during transitions.
• Ensure contractual obligations and regulatory requirements are met.
• Utilize Vitally, Wrike, Confluence and PowerBI for insights.

Skills

Customer success leadership

SaaS applications

Team leadership

Resource planning

Enterprise CS for customers

PowerBI

Education

Degree or similar or equivalent commercial experience

Tools

Vitally

Wrike

Confluence

PowerBI

Job description

Who is HammerTech?

As construction’s most trusted safety platform, HammerTech has a team focus where we build safer, smarter, better – together. Our workforce is committed to individual and team empowerment so that our innovative approach is sustained, the growth in our capability is continuous and we excel in enhancing safety within the construction industry.

Established in 2013, with the vision of becoming the international benchmark in online safety and quality management, HammerTech is now the leading choice for large construction companies, managing safety and quality for over 500,000 people on construction sites across Australia, New Zealand, North America and Europe.

We offer a hybrid working model to support an inclusive and balanced work culture.

To support the significant growth and development of the organization, we are seeking the expertise and capability of Senior Customer Success Consultant to join our dynamic team.

What you’ll do at HammerTech

Please note this post is a fixed-term appointment to provide coverage during a leave; estimating 12 months but the actual end date may change depending on the substantive postholder’s return-to-work date.

The main purpose of this role is to ensure that HammerTech’s customers utilize the HammerTech application to its fullest and maximize the benefits provided by the application. By doing this, the Senior Customer Success Consultant must ensure:

• Manage a book of business consisting of primarily Tier 1 and Tier 2 customers within the Customer Success stage in their HammerTech journey, post implementation
• That the use of HammerTech is adopted across all customer projects (maximize MRR)
• Customers renew their contracts with HammerTech (revenue projection and minimize churn)
• Customers are informed of and trained on new HammerTech features and functions
• Utilize strategies, measurements, and reports to determine customer health and proactively respond to customer issues

Responsibilities

• Be a leader within the Customer Success Team
  • Mentor other team members
• Lead team discussions
• Develop and maintain strategies for measuring customer success that will:
  • Provide proactive notification of problem clients
  • Identify lost revenue opportunities
• Protect revenue and renewals for key clients
• Utilize customer success measurement strategies to proactively identify risky clients and develop strategies to reduce identified risk
• Work with customers to resolve any found issues
• Develop and maintain strong, on‑going professional relationships with HammerTech customers
• Support land and expand strategy – starting with one project, office or territory and supporting the expansion of the HammerTech solution throughout the enterprise
• Work closely with the Implementation team to:
  • Facilitate the transition of the customer from Implementation to Customer Success
  • Utilize implementation resources to help carry out customer success functions
  • Understand the implementation process and provide support when required
• Ensure contractual obligations and regulatory requirements are met
• Assist with general business administration:
  • Adhere to best practices for the Success process
  • Expert-level use of implementation support tools such as Vitally, Wrike, Confluence, PowerBI
• Communicate with other HammerTech functional areas (Marketing, Sales, Product, Technology, etc) on an “as needed basis”
• Maintain a comprehensive knowledge of HammerTech software, its capabilities and competitive edge
• Other duties as required from time to time

Are you a good fit? Let’s start with the HammerTech Core Values:

Everyone at HammerTech lives by our company values of United, Innovative and Authentic and we hope you’ll help us bring these to life in your role.

While you may not come from construction or technology, we know you’ll fall in love with the industry. It’s known for passionate and caring people, team players and avid problem solvers who want to build a better world. With your help as Senior Customer Success Consultant, we’ll help construction build safer, smarter, better—together.

Our ideal candidate will bring the following:

• Degree or similar or equivalent commercial experience
• Experience working with Software as a Service (SaaS) applications
• Team leadership
• Resource planning and scheduling
• Experience managing software customer success for enterprise customers
• Demonstrated experience in supporting customers with software solutions
• Experience managing customer success initiatives and team including revenue protection and renewals
• Experience in business planning and strategic development
• Experience in process improvement
• Experience within or understanding of the building and construction or similar industry
• Knowledge of the Quality, Health and Safety environment

And if you really want us to double back, you’ll have:

• Excellent written and verbal communication skills
• Motivated self-starter who is proactive and takes initiative
• Exceptional organizational and planning skills with attention to detail
• Exceptional analytical and problem-solving (process) skills
• Strong customer service skills with the ability to build and foster strong stakeholder relationships
• Ability to manage competing priorities and meet agreed targets and timelines
• Strong experience utilizing PowerBI
• Capacity to work effectively as part of a team
• Positive attitude and outgoing personality

Special Requirements of the Position

• Outstanding integrity and capacity to maintain strict confidentiality
• Flexibility of hours to meet operational requirements of the business
• Willingness to travel as required
• Current and satisfactory National Criminal History Records check

We recognize many of the skills we’ve developed over our careers are often transferable. We believe that creativity, enthusiasm, and drive are the keys to success. If you’re not sure you meet every qualification but feel you have other experience relevant to the role, we encourage you to apply.

Benefits at HammerTech

As a Manchester employee, you’ll enjoy our balanced work-life culture with benefits including but not limited to:

• Flexible WFH arrangements – we trust you!
• Access to a beautiful co-working space in Manchester with amenities
  
• Birthday Leave
• Regular social events & employer-funded travel (throughout the UK, Europe and internationally)
• Opportunities to grow your career and make an impact quickly

HammerTech values diversity and believes that our strength comes from including the perspectives of all kinds of contributors. We encourage people from underrepresented communities to apply, including racial minorities, LGBTQIA+, and those with disabilities. Accommodations are available during all stages of the recruitment process, please let us know of any needs we may not have accommodated.