Customer Experience Manager

The Customer Experience Manager will be responsible for cultivating strategic partnerships with key clients, acting as a trusted advisor to enhance the overall client experience, and ensuring solutions are onboarded, adopted, utilised, and renewed at their maximum potential. The Customer Experience Manager will leverage their deep project controls knowledge to drive successful outcomes for clients in major capital projects across infrastructure, mining, oil and gas, energy, and renewables sectors.

• Support clients in cost management, scheduling, risk management, contract management, change management, reporting and analytics, document management, work planning and packaging, and completions.
• Advise on project controls methodologies including Earned Value Management, Critical Path Method, Monte Carlo risk analysis, Advanced Work Packaging, and lean construction.
• Facilitate workshops and configuration sessions to ensure clients realise full value from project controls solutions.
• Deliver informal coaching to client-side delivery and project controls teams, focusing on practical, day-to-day guidance.
• Leverage strong relationships with key stakeholders to identify risks and implement mitigation strategies and actions
• Conduct regular visits with clients to proactively identify issues, disseminate challenges to internal teams and ensure the successful close out of items.
• Collaborate closely with internal teams including Solution Engineers, Project Delivery, Product Support, and Development to resolve complex challenges and ensure client feedback is captured and acted upon.
• Provide best practice guidance for the InEight Platform, including business process advice, training, troubleshooting, and hands-on configuration as needed.
• Provide industry feedback to business units gained through interactions with clients.
• Lead client onboarding, change management, and adoption strategies for project controls systems.
• Act as a bridge between clients and internal teams, ensuring that client needs, challenges, and feedback are communicated effectively and solutions are tailored to deliver maximum value.
• Provide advice on and help analyze cost, schedule, contract and changed data to develop dashboards, reports, and deliver actionable insights using platforms PowerBI.
• Partner with Business Development Managers to provide feedback on solution success, make introductions to key contacts, and identify opportunities for expansion.

* InEight promotes a flexible working environment and is able to accommodate work-from-home arrangements. The ideal candidate will be based in either Melbourne, Sydney or Brisbane and will possess the ability to travel as required.

• Effectively able to operate in an ever-changing work environment and assist others with adapting to change.
• Demonstrated experience in a similar Customer Experience Manager role with a focus on SaaS solutions or as a Project Controls Manager working within construction or capital projects.
• Proactive, goal-oriented mindset with excellent attention to detail
• Bachelor’s Degree in relevant field (Engineering, Construction Management, Construction Project Management) or equivalent work experience in a similar role would be an advantage.
• Sound verbal and written communication skills, including the ability to convey information and ideas to individuals and groups and make presentation and demonstrations when required.
• Previous experience working on major capital projects from either a contractor or owner perspective, preferably in the infrastructure, mining, oil and gas, energy, or renewables sectors.
• Proficiency in the use of PowerBI is considered highly advantageous.
• Demonstrated proficiency in project controls systems: e.g. – InEight, Contruent, Procore, Ecosys, Primavera P6, Aconex, Oracle Unifier.
• Excellent customer focus with strong networking/relationship-building skills.
• Minimum of 5 years’ experience working within the construction industry
• Strong negotiation/influence skills