Customer Success Specialist

Be Part of Our Next Chapter

For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!

We’re a global technology company focused on creating dynamic, smart, personalised and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.

Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.

The Customer Success Specialist will play a pivotal role in maintaining and enhancing customer relationships, ensuring their satisfaction in post install support services, and ensuring consistent and complete communication to all stakeholders throughout the process. Working alongside the Customer Success Manager for our key customers, addressing their needs, providing support, and proactively identifying opportunities for process improvements while working closely with internal support team partners, vendors, and our Operations and Supply Chain teams to ensure optimal support delivery. 

Responsibilities:

• Customer Success:
• Build strong relationships with key account stakeholders
• Serve and as advocate for continuous improvement with support delivery in mind
• Support Operations:
• Contribute to Technical Support case handling to maintain a close understanding of ongoing support issues facing your key account
• Work to escalate and highlight special handling to deliver an optimal support experience for customer stakeholders
• Maintain oversight on SLA performance for your key account, providing feedback on relative process opportunities
• Escalation Management:
• Direct and manage escalations, ensuring that critical issues are resolved promptly and efficiently.

Qualifications & Experience:

• Education: Bachelor’s Degree in Business, Engineering, or Computer Science.
• Experience: 1-2 or more years of experience in a Customer Success, Enterprise Technical Support, or Technical Account Management environment supporting hardware or software products and services
• Skills: Proven record in driving a customer-centric mindset, excellent communication skills, strategic thinking, and questioning of root cause.
• Tools: Advanced proficiency in Microsoft Excel and a comprehensive understanding of networking principles and front-end development languages. Familiarity with the QSR space is preferred.

Success Factors:

• Customer Education: Providing clear and concise guidance and updates to stakeholders reducing overall escalation volume.
• Customer Satisfaction: Ability to provide guidance and action toward successful resolution to customer support issues within SLA period.
• Operational Efficiency: Timely and complete case handling and support troubleshooting

Capabilities:

• Effective Communication: Ability to clearly convey updates and solutions to both internal and external stakeholders.
• Customer Advocacy: commitment to understanding and catering to customer needs, understanding their drives and being the VOC internally.
• Problem Solving & Adaptability: Capability to identify and address challenges, adapting to changing, and always questioning to achieve the root cause.

About Coates

We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.

Together, we are creators, allowing us to make our purpose a reality – to create immersive brand experiences for everyone.

Join a Crew that Cares

Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).

The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community.

Be inspired To Be More

We skip the red tape and aim to always stay nimble. We’re proud of where we’ve been and are energized by where we’re going. We encourage ideas and perspectives because we know the more we have, the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what we’ve accomplished, but know the best is yet to come.

Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).