Primary Purpose of the Role:

As the Customer Success and Implementation Manager, you will be the primary contact with our clients during all phases of SaaS delivery. You’ll manage the onboarding and rollout of our decision support software platform across airport security environments, ensuring seamless implementation, effective training, and long-term customer satisfaction. You will play a critical role in driving user adoption, understanding customer needs, and ensuring our system delivers measurable impact.

Key Responsibilities:

· Lead end-to-end implementation projects, from planning to go-live, ensuring all milestones and deliverables are met.

· Build strong relationships with airport operations teams, IT stakeholders, and executive sponsors to drive engagement and adoption.

· Translate customer goals and operational requirements into clear implementation plans and configuration specifications.

· Coordinate internal team to deliver tailored solutions.

· Develop and deliver training and onboarding sessions for frontline and management-level users.

· Drive adoption and engagement on the platform by promoting key features, insights, and opportunities for expanded use.

· Foster customer advocacy by identifying and nurturing product champions

· Act as the voice of the customer, feeding insights back to product and development teams.

· Monitor system usage and success metrics, proactively identifying and addressing risks to customer satisfaction or renewal.

· Provide ongoing account management, including quarterly success reviews and best practice advice.

· Support RFP responses, pilot programs, and expansion opportunities with new and existing customers.

Required:

· 3-5 years of experience in a commercial customer-facing role

· Resource and process efficiency acumen

· Strong Stakeholder Management capability

· Experience in Account Management

· Excellent written and verbal communication skills

· Ability to respond to a unique and dynamic environment

· Microsoft Office proficiency

Desirable:

· Aviation operations or security operations experience

· 3-5 years working in a SaaS environment

· Experience in Project Management

What We Offer:

Flexibility: Based in Melbourne, flexible work from home arrangement

Travel: Requirement to travel interstate for customer engagements.

Support: Small, dedicated team that values initiative, collaboration and good energy.

Salary, Super + Incentives: Competitive base, with growth as you excel in your role.

About Omen Security:

Omen Security is an industry leader in aviation security solutions, and expert consulting to support critical infrastructure projects. Our commitment to innovation and excellence ensures the highest standards of safety and operational efficiency for our clients.

This role offers a unique opportunity to contribute to the security of Australia’s aviation environment through an innovative and exciting SaaS delivery opportunity.