Customer Success Director

Driven by transformative digital technologies and trends, we are RIB and we’ve made it our purpose to propel the industry forward and make engineering and construction more efficient and sustainable. Built on deep industry expertise and best practice, and with our people at the heart of everything we do, we deliver the world's leading end-to-end lifecycle solutions that empower our industry to build better.
With a steadfast commitment to innovation and a keen eye on the future, RIB comprises over 2,500 talented individuals who extend our software’s reach to over 100 countries worldwide. We are experienced experts and professionals from different cultures and backgrounds and we collaborate closely to provide transformative software products, innovative thinking and professional services to our global market. Our strong teams across the globe enable sustainable product investment and enhancements, to keep our clients at the cutting-edge of engineering, infrastructure and construction technology.
We know our people are our success – join us to be part of a global force that uses innovation to enhance the way the world builds.
Find out more at RIB Careers.
Job Title: Customer Success Director
Location: Brisbane or Sydney (Hybrid) preferred; Melbourne (remote) considered.
Employment Type: full-time
The job
RIB Software have a unique opportunity through our customer first approach for a key construction/consulting or software/SaaS professional to join our team. This Customer Success Director role has been expanded and is a key role in assisting with the growth and strategy of RIB within the region. Supporting the VP this role will work on both presales initiatives in defining needs and linking this to our customer success metrics in defining success. Working from our Brisbane/Sydney Offices(Melbourne remote considered), you will operate as a critical member of our team in leading presales and CSM initiatives, work closely with some of the most prestigious companies in the region as well as product groups and stakeholders within RIB and the internal leadership teams across the region.
This role has a major focus on ensuring customer satisfaction through the technical capability provided in the RIB solutions and your expertise as a director in your field. Automation, repeatability and reportability are key criteria that the group are striving for in building speed and agility to our customers. This position will enable you to work as part of a highly collaborative, team of creative and motivated individuals in a company whose core values focus on inclusivity, innovation, teamwork, entrepreneurialism and ownership to deliver outstanding results and customer satisfaction.
Key Responsibilities:
Support Regional Strategy: Assist the regional leadership in executing RIB's growth strategy and future initiatives within the region.
Ensure Customer Satisfaction: Drive high levels of customer satisfaction through the effective application of RIB's technical solutions and your management expertise.
Collaborate with Key Stakeholders: Work closely with prestigious regional customers, internal RIB product groups, and regional leadership teams.
Support Global Initiatives: Contribute to delivering on key global initiatives as defined by the global customer success lead in driving global best practice in presales and customer success.
To succeed in this job you will need experience in the following areas;
Bachelor’s Degree in IT or Construction or Industry Experience
7+ years’ experience in Software Implementation Projects.
5+ years’ experience managing a team of 5-10 staff members.
exceptional, professional communication skills, both written & verbal.
Strong customer facilitation skills and ability to utilize design thinking and requirement gathering skills
Passionate, willing to take ownership of deliverables through to completion.
An existing Baseline Security Clearance is preferred; however, if not held, RIB will support the successful candidate through the clearance process (Australian citizenship is a prerequisite for obtaining this clearance).
Ideally you will possess most of the below Skills or Experiences required fulfil the role:
Stakeholder engagement - including workshops, meetings and formal agreements on project and delivery requirements.
Business strategy planning as required throughout the region
Thought leadership in the future direction of the industry and impact driven by RIB
Reporting and monitoring the success of delivery and impact to our customers through success metrics
Managing delivery in terms of overall satisfaction and profitability throughout the group
Continuous improvement and staying abreast of core industry trends and software trends
Conducting status reviews with both team members and clients
Highly motivated, exceptional work ethic, possessing a positive attitude & well-developed time management skills.
RIB may require all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.
RIB is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.
Come and join RIB to create the transformative technology that enables our customers to build a better world.