Customer Experience Lead, Melbourne, Customer Welcome Center

About the Role

This position is a 1-year contract role. The selected candidate will be seconded to support one of our key multinational US clients in the global technology industry.

Job Description:

As a Customer Experience Lead, you are responsible for managing the customer briefings and events at the Melbourne Customer Welcome Centre (CWC). You will work with a variety of internal stakeholders to plan and prepare the appropriate content and experiences, tailored to the specific requirements of that customer and account team. On briefing days, you will host the customer, deliver demos and experiences to inspire them, and ensure the relevant discussion leaders are aligned with the briefing objectives. Additionally, you'll work within a broader global team to drive operational excellence within the center, leveraging established processes to ensure the impact of the briefing is correctly tracked and measured. This is an office-based role at the Melbourne Customer Welcome Centre (CWC).

Responsibilities:

Manage the center’s calendar scheduling for customer briefings and events

Support the sales teams / business units to execute impactful customer briefings by ensuring the agenda and discussion leaders are aligned with the briefing goals

Assist in delivering demos in the innovation showcase to bring our technology/solutions to life

Maintain the CWC innovations showcase, ensuring the latest products/solutions are installed in the center

In-charge of checking the center’s physical inventory (e.g. demo equipment) and updating into the inventory tool

Maintain the center’s computer, A/V infrastructure to support customer activities and leverage on IT for support where necessary

Be responsible for ensuring that all visitor metrics are properly tracked and accurate (e.g. sales opportunities, attendee details, post-brief feedback)

Education and Experience Requirements:

Bachelor's degree in a commercial or applicable technology field or equivalent experience

Bachelor's degree must be in a technology field

6-8 years of customer facing experience in a commercial environment preferred, e.g sales, solutions engineering, customer success

Experience working with a variety of customer stakeholders; across executive, end user and technical roles

Australian work rights are required for this position

Knowledge and Skills:

Exceptional communication and presentation skills as storytelling is a key part of the job

Strong technical knowledge and can independently set up IT equipment like laptops, displays, headsets, AV equipment with support from tech consultants where necessary

Ability to independently perform basic technical equipment setup is required

Capable of inferring key objectives from sales team to deliver experiences that help achieve their sales objectives.