At NAPA Auto Parts, we are partners in growth and a data-driven company. We are looking for a Senior Customer Success Manager (APAC) to be the primary liaison for our clients, ensuring they extract maximum value from Kalibrate software and services post-implementation. This role combines deep industry expertise with strategic account management to foster long-term client success.
What You'll Do
- Deliver a range of value-adding services to new and existing clients.
- Own the ongoing business process relationship with clients after software implementation.
- Support the sales team to secure new clients through pre-sales activities.
- Act as the principal subject matter liaison between the client and internal Support, Sales, and Delivery teams.
- Manage consistent software usage reviews to ensure clients derive maximum value.
- Identify requirements for further training and deeper tool engagement.
- Drive conversations to uncover potential risks to renewal or client confidence.
- Work with clients to identify, scope, and lead consulting service engagements.
- Assist in discovery, product demonstrations, financial analysis, and business case presentations.
- Participate in preparing RFI/RFP/Tenders and Statements of Work.
- Communicate relevant industry knowledge in fuels, convenience retailing, and downstream oil & gas operations.
What We're Looking For
- Experience working within – or delivering services to – the fuels & convenience retailing, downstream oil & gas, or grocery retailing sectors.
- Experience using SaaS and hosted environments.
- Spanish language proficiency is required.
- Highly developed English skills, both oral and written.
- Effective interpersonal and strong relationship management skills to build rapport with users and senior management.
- Strong time management skills and ability to respond well to deadlines.
- Demonstrated resilience and ability to influence internal teams under client pressure.
- Self-starter able to work autonomously while flagging the need for support.
- A degree in Business, Management, I.T., or an Analytical subject, or relevant equivalent experience.
Nice to Have
- Portuguese language proficiency is considered a distinct advantage.
- Business-to-consumer retail pricing experience is a distinct advantage.
- Pre-Sales engineering, consultancy service delivery, or business analysis skills gained in a commercial software environment.
- CRM experience, particularly with Hubspot.
Team & Environment
You will act as a liaison between the client and internal Support, Sales, and Delivery teams, facilitating collaboration and ensuring a seamless client experience.
Work Mode
This is a remote position based in Melbourne, Victoria, Australia.
