Senior Manager Customer Success SCATS

You're passionate about a career delivering solutions that impact millions.

Here's your chance to design and deliver efficient, customer-focused services that also enhance accessibility, sustainability and overall quality of living for more people than you've imagined.

In this role, you'll:
Lead the development and implementation of SCATS (Sydney Coordinated Adaptive Traffic System) customer engagement strategies aligned to customer segments and markets to support successful customer relationships and customer and brand loyalty. Create and drive customer-centric relationship management mechanisms to provide rich and meaningful data, and to accurately identity key issues and priorities for customers.

Identify opportunities to encourage customers to upgrade their products to support sales pipeline and revenue growth.

Act as the bridge between internal branch, SCATS customers & Distributors to provide a single point of customer account management and work collaboratively with these groups to enhance customer success from SCATS products & solutions including training, customer resources and technical support.

Manage the customer complaints process, working collaboratively with customer support and product management to unpack root causes and address systemic issues.

Acts as a customer advocate providing customer insights to the Product team and facilitating opportunities for customers to provide input to product development to ensure new features and capabilities are representative of customer needs.

Lead a team of 4 to deliver objectives and facilitate ongoing professional development, team wellbeing and engagement.

Permanent, full time opportunity | Hybrid work with office based at 477 Pitt, Sydney.
This role interacts with customers globally. Occasional travel may be required for attending and presenting in customer facing events / forums.

For more information on this position and business unit, view the role description and information pack.

About you
Engaging and commercially driven, you’re a seasoned Sales &/or Customer Account &/or Channel Management professional, with compelling relationship building, consultation and collaboration capabilities. You’re passionate about customers, solving their problems with commercial solutions and working with people and technology. You also demonstrate expertise in:

• Leading strategies and programs to strengthen customer experience and engagement across an organisation.
• A high level understanding of technology as it applies to improving and enhancing customer experience.
• Developing commercial proposals, key customer service performance indicators and metrics, and identifying opportunities for service delivery improvement
• Business development across an existing customer base.
• Team management and development.
• Previous experience working with and promoting Intelligent Transport Systems, including SCATS, well regarded.

Who we are
Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Join us
Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers.

We offer a wide range of employee benefits, like our award-winning flexible and hybrid work options.

This role is hybrid-friendly, meaning you can mix in-person days at your team’s home base location with remote days. 

What are you waiting for…? Connect with us.  Apply now!

Applications close: 11:59 pm Monday, 14th April 2025.

For more information about this role, please contact CHRISTINE.STENZEL@TRANSPORT.NSW.GOV.AU.

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal people or Supporting people with disability for more info or speak to your talent team member to arrange any adjustments to how you interact with us. 

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