ISC - Australia

Role Summary:

The Customer Success Relationship Manager (CSRM) role is central to achieving outstanding customer satisfaction. This role oversees the customer's experience after the sale, providing proactive support to customers and the sales team to help grow our service relationships. The CSRM actively works to resolve customer issues and partners with all Industrial Scientific teams to ensure customer happiness.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

End User Management

• Install and commission iNet Exchange launches, amendments and renewals (travel to site is usually required)
• Lead and coordinate successful onboarding of new iNet customers
• Proactively initiate and manage the post-sale relationship with customers to ensure a positive customer experience by monitoring customer related KPIs
• Provide quality telephone and email support with a high degree of customer service, expertise, and timeliness. Respond promptly and professionally to customer inquiries and concerns. This may include travel to site as required to resolve the mentioned issues.
• Accurately document customer information and a detailed problem/issue description of all support calls/emails in a call tracking system. Track open tickets and keep tickets current and complete.
• Develop a successful ongoing partnership to ensure continuous iNet subscription renewal and prevent churn
• Partner with the Sales team to obtain the customer’s objectives for choosing iNet and engage with customers as their single point of contact on products and services provided by Industrial Scientific
• Enable cross-selling and up-selling by providing advice and guidance as the subject matter expert to ensure successful ongoing usage and adoption of new Industrial Scientific products and services
• Identifying and recovering any potential lost assets from iNet customers
• Provide technical assistance to ISC Sales and Channel Partners on iNet products and services
• iNet account activation and assets verification under the account. Asset transfer (Internal Asset Fulfilment) on and off accounts on a timely basis.
• Engage with Product Management as the customer advocate on product roadmap discussions. Provide customer feedback to help identify potential new features or products.
• Report on product performance, collaborating with Product Performance Engineering team, and identify trends and to help identify solutions to improve reliability and reduce support costs.
• Provide input into Customer Defect Tracking & Resolution process to identify and support prioritization of customer issues

Partner Management

• Develop and organize regular follow-up to review iNet Tech Support activities performance for Channel Partners (iNet Fulfilment Centers)
• Lead corrective action/preventive action initiatives for resolution of iNet customer issues working alongside Channel Partners (iNet Fulfillment Centers)
• Train Channel Partners (iNet Fulfilment Centers) on iNet Exchange process
• Train Channel Partners (iNet Fulfilment Centers) and share good practices to perform iNet Technical support and repairs of iNet assets
• Work with Channel partners on iNet asset inventory management, ensuring inventory levels are adequate to support iNet customers, accounting for stock levels via accurate transaction records and timely audits
• Ensure that iNet asset inventory does not become excessive or obsolete

Other duties/tasks

• Project management responsibility for assigned projects (e.g Kaizen)
• May be directed from time to time by the manager to carry out other duties and responsibilities commensurate with their grade, knowledge and experience

QUALIFICATIONS REQUIRED (Non-Negotiable):

• Proven work experience demonstrating ability to work independently with complete ownership of customer accounts
• Excellent verbal and written communications skills with ability to tailor communication and style to differing audiences
• Ability to effectively engage in high level, self-directed time management and prioritization of workload
• Demonstrated success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
• Excellent technical analytical & problem-solving skills, combined with the ability to provide quick resolution to problems
• Ability to work independently to develop new skills as needed to support new products and applications
• After onboarding – Demonstrate a thorough understanding of all Industrial Scientific products, applications, and service offerings
• Knowledge of bug and defect tracking
• 5 years of related Customer Success experience
• Bachelor’s Degree or equivalent work experience
• Project management and SalesForce knowledge will be a bonus
• Willingness to travel based on customer and business need
• Fluent in English, written and spoken
• Comfortable working as a remote team member

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 17,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Industrial Scientific

Industrial Scientific designs and manufactures gas detection products and solutions that protect workers from hazardous conditions around the world. Since our beginnings in 1985, we have pioneered numerous technologies, including the first 3-gas detector, 6-gas detector, wireless gas detector, and even the first gas detector to be included on a NASA space shuttle.Today, we continue to innovate and expand our hardware and software offerings to equip the connected workers of the future. Our latest solutions make it possible to see and respond to hazards in real time, bringing us one step closer to our vision of ending death on the job by 2050.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.

Bonus or Equity

This position is also eligible for bonus as part of the total compensation package.