Customer Success Manager – Australian Government

Nuix

Nuix creates innovative software that empowers organisations to simply and quickly find the truth from any data in a digital world. We are a passionate and talented team, delighting our customers with software that transforms data into actionable intelligence. 

At Nuix, we hire the best people from around the world and empower them to do what they do best. We pride ourselves on our ongoing innovation, dedicated customer service and cutting-edge solutions that make a real difference to our customers and the world in which we live.

The Technology Services team at Nuix are made up of Solutions Consultants and Customer Success Managers who take customers on the journey from what could be to making it a reality. Nuix is looking for a senior people and technology leader to manage a team of Solution Consultants and Customer Success Managers across Asia Pacific and Japan.

We collaborate to provide innovative solutions for more than 1,800 customers in over 72 countries. Our customers include many of the world’s top financial institutions, corporations and government departments, all major global regulatory agencies, leading security and law enforcement agencies, and all tier-one advisory firms and litigation support vendors.  

Key Requirements:

  • Be the trusted advisor and represent Nuix across all technical deployments.
  • Work with the Account team (AM & SC) to develop and align the account strategy
  • Understand the customers goals, systems and workflows as they pertain to Nuix.
  • Optimise the success of the customer's Nuix projects.
  • Inform the customer in the best practice adoption of Nuix solutions to enhance the customer experience.
  • Facilitate/coordinate Nuix global resources to achieve these outcomes.
  • Encourage the client’s adoption of Nuix skills and training.
  • Manage all support and engineering related tickets along with providing feedback into product of customer needs.
  • Drive proactive and regular customer engagement in the form of:
    • Quarterly Business Reviews
    • Technical cadence meetings
    • Specific project meetings
    • Product roadmap update coordination
  • Monitor and manage any professional service hours.
  • Must have or be able to get Australian Government clearance.

Qualifications & Experience:

  • Previous CSM experience in the Government domain.
  • Experience and familiarity with forensic investigation, eDiscovery and Legacy Email Archives. 
  • Experience using Relativity, Ringtail, CS Disco, EverLaw, Reveal or other eDiscovery platforms. 
  • Experience working with various ECA tools (Nuix, Clearwell, Recommind, Autonomy, Digital Reef), EDD processing tools (Nuix, LAW, IPRO), Forensic Tool Kits (Nuix, Encase, AccessData). 
  • Excellent communication, presentation, and inter-personal skills with both highly-technical teams and non-technical business leaders and team player.
  • Ability to maintain high energy and entrepreneurial approach/thinking.

Skills and characteristics:

  • Contributing to the continuous improvement culture to look for better ways of providing services back to the business and our customers.
  • Excellent customer service and support skills.
  • Being proactive by nature.
  • Excellent learning agility.
  • Strong ownership, initiative and ability to work independently.
  • Proven ability to collaborate and communicate effectively in a matrixed environment and across multiple time-zones.
  • Ability to influence, negotiate, guide, and work with cross-functional teams to achieve joint objectives.
  • Demonstrated problem solving ability and attention to detail to deliver high quality output.
  • Excellent analytical capability and demonstrated ability to manage high volumes of detailed information.
  • Excellent written and oral communication skills, including drafting skills, and ability to effectively interact with staff, senior management, and internal clients.
  • Self-motivated with ability to work independently, take ownership for tasks and be accountable for results and performance.
  • A generous team player who is happy to mentor colleagues and support others to succeed.

Nuix is on an incredible journey of transformation, aligning our strengths with our ambitions to pursue greater opportunities. To find out more about who we are and what we are doing, please visit our web page.

https://www.nuix.com/

As we expand our global team and extend our skills and expertise, we are unified as one Nuix team guided by our shared values.

Nuix Vision

Finding Truth in a Digital World

Nuix Mission Statement

Nuix creates innovative software that empowers organizations to simply and quickly find the truth from any data in a digital world. We are a passionate and talented team, delighting our customers with software that transforms data into actionable intelligence.

Nuix Values

  • Customers – Focus, Deliver, Delight 
  • Innovation – Unleash Collective Genius
  • Teamwork – Stronger together
  • People – Respect, Encourage, Reward 
  • Integrity – Authentic and Accountable
  • Passion – Committed to the Mission

We believe in these principles and seek to weave them into the fabric of our daily work at Nuix. In doing so, we co-create a dynamic and purposeful company culture that we can be proud of and want to belong to.

 **Nuix is an Equal Opportunity Employer**

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