Senior Customer Success Consultant

As construction’s most trusted safety platform, Hammer Tech has a team focus where we build safer, smarter, better – together. Our workforce is committed to individual and team empowerment so that our innovative approach is sustained, the growth in our capability is continuous and we excel in enhancing safety within the construction industry.

Established in 2013, with the vision of becoming the international benchmark in online safety and quality management, Hammer Tech is now the leading choice for large construction companies, managing safety and quality for over 500,000 people on construction sites across Australia, New Zealand, North America and Europe.

We offer a hybrid working model to support an inclusive and balanced work culture.

To support the significant growth and development of the organization, we are seeking the expertise and capability of Senior Customer Success Consultant to join our dynamic team.

Please note this post is a fixed-term appointment to provide coverage during a leave; estimating 12 months but the actual end date may change depending on the substantive postholder’s return-to-work date.

The main purpose of this role is to ensure that Hammer Tech’s customers utilize the Hammer Tech application to its fullest and maximize the benefits provided by the application. By doing this, the Senior Customer Success Consultant must ensure:

• Manage a book of business consisting of primarily Tier 1 and Tier 2 customers within the Customer Success stage in their Hammer Tech journey, post implementation
• That the use of Hammer Tech is adopted across all customer projects (maximize MRR)
• Customers renew their contracts with Hammer Tech (revenue projection and minimize churn)
• Customers are informed of and trained on new Hammer Tech features and functions
• Utilize strategies, measurements, and reports to determine customer health and proactively respond to customer issues

• Be a leader within the Customer Success Team
  • Mentor other team members
• Lead team discussions
• Develop and maintain strategies for measuring customer success that will:
  • Provide proactive notification of problem clients
  • Identify lost revenue opportunities
• Protect revenue and renewals for key clients
• Utilize customer success measurement strategies to proactively identify risky clients and develop strategies to reduce identified risk
• Work with customers to resolve any found issues
• Develop and maintain strong, on‑going professional relationships with Hammer Tech customers
• Support land and expand strategy – starting with one project, office or territory and supporting the expansion of the Hammer Tech solution throughout the enterprise
• Work closely with the Implementation team to:
  • Facilitate the transition of the customer from Implementation to Customer Success
  • Utilize implementation resources to help carry out customer success functions
  • Understand the implementation process and provide support when required
• Ensure contractual obligations and regulatory requirements are met
• Assist with general business administration:
  • Adhere to best practices for the Success process
  • Expert-level use of implementation support tools such as Vitally, Wrike, Confluence, PowerBI
• Communicate with other Hammer Tech functional areas (Marketing, Sales, Product, Technology, etc) on an “as needed basis”
• Maintain a comprehensive knowledge of Hammer Tech software, its capabilities and competitive edge
• Other duties as required from time to time

Everyone at Hammer Tech lives by our company values of United, Innovative and Authentic and we hope you’ll help us bring these to life in your role.

While you may not come from construction or technology, we know…