Application Support/Customer Success

The Opportunity

Talent Aligned is partnering with a high-growth software development firm that is a true leader in its niche. Headquartered in North West of Sydney, this organisation develops sophisticated, proprietary CRM and ATS platforms utilized by some of the most prestigious brands globally.

As the company expands, they are seeking a hybrid Application Support and Customer Success Specialist to join their Sydney team. This is a unique opportunity for a professional who enjoys technical problem-solving but also values the "Advise" and "Network" aspects of a specialist role.

The Role

This is a dual-focus position designed for a proactive professional who wants to own the end-to-end customer journey. You will be the primary point of contact for high-tier clients, ensuring they maximize the value of a specialized software suite.

Key responsibilities include:

• High-Touch Application Support: Managing a refined volume of approximately 10 high-quality tickets per week. You will provide deep-dive technical assistance via phone, email, and ticketing systems.

• Proactive Customer Success: Taking the lead on outbound engagement. You will schedule and conduct training sessions for groups, primarily via video, and occasionally visit client sites across Australia.

• Strategic Advisory: Acting as a trusted partner to your clientele, ensuring they are utilizing the platform effectively and advising them on best practices for their specific workflows.

• Platform Mastery: Learning a complex, custom-built SaaS platform from the ground up. You will become a subject matter expert in how these tools drive operational excellence.

Your Expertise

We are looking for an organized, empathetic, and technically curious specialist. To be successful in this role, you will need:

• SaaS Experience: 2 to 3 years of experience in an Application Support or Customer Success role, specifically within a software environment.

• Learning Agility: A proven ability to learn new, proprietary software from scratch. You should have a natural curiosity for how custom platforms operate beyond standard operating systems.

• Communication Skills: Exceptional verbal and written communication. You must be comfortable presenting to groups and managing interactions with high-level professional stakeholders.

• Self-Management: The ability to create your own schedules and proactively manage your outreach pipeline with a focus on continuous improvement.

The Rewards

Our client offers a professional, collaborative environment in a prime Bella Vista location.

• Competitive Compensation: A salary of up to $100k plus superannuation, reflecting the specialist nature of the role.

• Global Exposure: Work with a clientele that includes world-class premium brands.

• Growth Potential: Join a tight-knit team of 25 during a significant period of expansion, with direct access to the business owners and directors.

• Comprehensive Training: Full support to master their proprietary platforms, ensuring you are set up for success from day one.

How to Align Your Future

This is a full-time, office-based role in Bella Vista. The office attendance is designed to facilitate deep learning of the software during your initial months. If you are ready to move into a role that values both your technical and interpersonal expertise, we would love to hear from you.

Please submit your application via the link provided. For a confidential discussion about this or other technology delivery roles, please contact the team at Talent Aligned via our website.