Customer Success & Technical Account Manager
Core
Serve as the single point of contact for customers post-installation of Collision Avoidance Systems (CAS) and other digital mining solutions, ensuring SLA compliance and driving service growth.
Role type
Customer Success & Technical Account Manager
Builds
Ongoing support and service delivery for advanced mining software, analytics, and safety systems (CAS, MWD, comms)
Domain
Mining industry / Industrial digital solutions
Deliverable
client delivery
Required skills
SLA management and growth, customer relationship management, commercial expertise, team coaching, process improvement, stakeholder liaison, needs analysis, sales support
Preferred skills
Mining industry experience, international travel readiness
Technologies
Collision Avoidance Systems (CAS), Underground MWD, comms, analytics software
Responsibilities
Manage delivery of services across customer SLAs and ensure margin performance, Facilitate periodic SLA Review meetings and escalate key issues, Monitor open support cases for timely resolution, Proactively manage customer spares holding and stock levels, Analyze customer needs to suggest upgrades or additional features, Liaise with sales to win new business and increase revenue
Seniority
Mid-to-Senior, hands-on IC with people management responsibilities