Technical Customer Success Manager

CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact. 

What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model.

• →Lead customer onboarding and training activities, ensuring smooth deployment and effective early engagement with digital solutions.
• →Develop customer success plans with clear goals, milestones, and value measures, maintaining regular touchpoints to support customer outcomes.
• →Monitor customer usage, engagement, and adoption metrics to identify risks and take proactive action to protect retention and maximise value.
• →Gather customer feedback and insights, sharing trends and needs with product, support, and commercial teams to influence product improvements and future enhancements.
• →Support customer advocacy efforts by capturing success stories, fostering champions, and contributing to retailer engagement initiatives.
• →Collaborate with implementation, sales, and product teams to ensure seamless customer experience and alignment on customer priorities.
• →Assist account teams in identifying upsell and cross-sell opportunities through insight into customer goals and usage patterns.
• →Maintain strong external relationships with customer stakeholders, ensuring effective communication, issue resolution, and alignment throughout the partnership lifecycle.

• Demonstrated experience in Customer Success, Technical Account Management, SaaS implementation, solutions consulting or a similar customer-facing technology role.
• A strong customer mindset, with experience supporting onboarding, training, adoption, engagement, retention and value realisation.
• The ability to build credibility with both operational and senior stakeholders and explain technical concepts in clear, practical business language.
• Strong technical curiosity and the confidence to navigate digital platforms, examine data and investigate how different components of a solution interact.
• A logical and structured approach to problem-solving, with a track record of coordinating internal teams to resolve complex customer issues.
• Experience working with SaaS, IoT, connected devices, asset-management platforms or other data-led technology solutions.
• Strong communication, facilitation and presentation skills, including the confidence to lead customer training and business reviews.
• Experience in supply chain, logistics, manufacturing, retail, asset management or another operationally complex environment would be advantageous.
• Tertiary qualifications in Business, Technology, Supply Chain, Engineering or a related discipline are desirable.

CHEP is a global leader in Supply Chain Solutions. Together with producers, manufacturers, retailers and logistics partners, CHEP advances the smart and sustainable movement of goods across more than 60 countries.

For more information, visit www.chep.com.

At CHEP Australia, you’re joining a business that is large enough to offer global opportunity, yet small enough to make a real impact. We offer:

• A flexible, hybrid working environment
• Brilliant learning, development and career-progression opportunities
• Attractive salary and incentive opportunities
• Reward and Recognition Programs
• Paid volunteer leave, three days per year
• Generous parental-leave benefits
• Employee discounts and share-purchase options

We are proud to be an inclusive and diverse workplace that reflects the communities and customers we serve. If you require adjustments or support through any stage of the recruitment process, we encourage you to let our Talent Acquisition team know.

Not actively looking, but interested in the opportunity to own the customer journey for innovative IoT and digital supply-chain solutions? We would love to hear from you!

Full working rights in Australia are required. We are unable to offer sponsorship for this role at this time.