Sphere Drones Hiring for Customer Success Manager at Sydney, New South Wales, Australia Full Time

About Sphere Drones:

Sphere Drones is a family owned cutting-edge technology company specialising in the design, manufacturing, and distribution and service deployment of innovative drones and UAS (unmanned aerial systems). With a focus on providing advanced aerial capabilities across various industries, Sphere Drones is committed to pushing the boundaries of drone technology to enhance efficiency, safety, and productivity for businesses globally.

Our offerings range from off-the-shelf drones to custom-built solutions tailored to meet the specific needs of clients, including patented solutions like Nero & HubX. Our expertise also extends to the training and certification of drone pilots, offering training courses accredited by the Civil Aviation Safety Authority (CASA). Additionally, Sphere Drones operates a Remote Operations Center (ROC), which allows clients to outsource the operation of their drone systems to a team of highly skilled pilots.

Sphere Drones has grown since 2012 to become one of the leading providers in the drone industry offering end-to-end solutions that advance adoption and scale.

We are seeking a Service Delivery / Customer Success Manager as the service component of our business expands with key accounts critical to our ongoing expansion.

Responsibilities:

(1) Service Delivery

• Own and manage the deployment, onboarding and service success component of Sphere Drones’ roving technology solutions, including managed services (HubX), flight operations, and hardware servicing/maintenance
• Identify potential challenges impacting customer growth in the adoption and operation of roving technology, and engage stakeholders to resolve.
• against OKRs and KPIs to articulate business value and impediments to success in the context of Sphere Drones’ strategic goals for key customers contracting our services.
• Collaborate closely with the Remote Pilots & Account Executives to identify opportunities within accounts to enhance customer lifetime value (LTV) and satisfaction with Sphere Drones’ services and solutions.

(2) Customer Success Outcomes

• Cultivate and maintain relationships with key and new customers, ensuring their successful utilisation of Sphere Drones’ roving technology solutions.
• Implement churn reduction strategies and promote renewal rates for Sphere Drones’ services.
• Act as primary contact for service delivery and issue resolution related to Sphere Drones’ offerings.
• Collaborate with sales and product teams for a seamless customer experience with Sphere Drones.
• Identify growth opportunities and work with Account Executives to leverage these in the context of Sphere Drones’ product portfolio.
• Provide product feedback based on customer needs to inform Sphere Drones’ product development.

(3) Strategy Development

• Develop strategies to build Customer NPS with newly acquired accounts aligning with Sphere Drones’ initiatives.
• Create cross-selling opportunities from hardware revenue and closed deals into our service delivery business at Sphere Drones.
• Work together with the Marketing Director and Sales Director to develop and implement strategies to engage new customers, and expand existing accounts, using feedback gathered from existing key accounts at Sphere Drones.

(4) Team Management

• Manage a small yet growing team at Sphere Drones, providing guidance and mentorship to ensure task execution and professional growth within the company’s culture and objectives.

Qualifications:

• Proven experience (minimum 5 years) in a senior service delivery or customer success role, preferably in the technology or drone industry.
• Experience driving success across a hybrid of hardware and software solutions is preferred
• Proven success managing a team of Account Coordinators, Account Executives or Service Delivery Coordinators
• Demonstrated success collecting and actioning customer feedback to further business relationships
• Strong strategic thinking, analytical, and problem-solving skills.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to thrive in a fast-paced, dynamic environment.

Benfits:

1. Competitive Salary
2. Performance-based Short Term Incentive (uncapped STIs)
3. Young and dynamic operating environment
4. Opportunity to grow professionally and advance as the business expands
5. Work-Life balance with up to two days a week WFH
6. Close to public transport

If you are a results-oriented individual in customer success or service delivery with a passion for cutting-edge technology, we invite you to apply for this position at Sphere Drones. Join us in shaping the future of drone technology and making a positive impact on industries worldwide.

To apply, please submit your resume via LinkedIn.

• The application deadline is 28th February. Sphere Drones is an equal opportunity employer.