BAE Systems Digital Intelligence is home to 4,800 digital, cyber and intelligence experts. We work collaboratively across 16 countries to collect, connect and understand complex data, so that governments, nation states, armed forces and commercial businesses can unlock digital advantage in the most demanding environments.
Our GXP® Geospatial Solutions business is growing and we are looking for a Customer Success Officer to join the team. If you are passionate about working with cutting-edge technology and are looking for your next career move in the Geospatial Intelligence domain, then read on.
You will most likely have experience in a military role perhaps as an Intelligence analyst, specialising in imagery, video, all source or open source, within national security and be ready for a role that offers travel throughout the APAC regions and internationally and the opportunity to work on BAE Systems' GXP® software solutions.
Delivering an unrivalled capacity for discovery, exploitation, and dissemination of mission-critical geospatial data. From key military, security, and incident response operations, to a variety of commercial development and research initiatives, GXP® software provides a comprehensive suite of solutions enabling timely and effective decision-making.
**What you could be doing for us**:
As a Customer Success Officer, you will be responsible for the provision of technical support to a wide range of clients, in different countries within the APAC region with differing cultural backgrounds. You will need to support new clients that might have just acquired our ecosystem, through to mature clients that have a deep technical understanding of our ecosystem, with complex problems that need to be worked through.
Additionally, you will be responsible in creating, customizing, developing and delivering technical training materials in both a virtual and classroom setting. You will be considered an instructor, due to your knowledge of our ecosystem, industry experience within the domain, and your ability to communicate with influence.
This role requires empathy, outstanding logic skills, the ability to think differently than the crowd, and a genuine desire to help people do their best, and our customers succeed with their business.
This role is hybrid and can be based out of Canberra or Sydney with a flexible approach to days in the office, but you will need to be Australian based. Ideally you will have an active PV clearance, or if inactive, the willingness to reactivate.
**Responsibilities**
- Communicate with clients in person, via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in our software ecosystem and manage relationships with those clients. Frequently, these problems might not only be technically complex, but will be time sensitive, requiring the highest level of customer focus skills. Responding to critical issues and ensuring rapid resolution is top priority.
- Represent GXP, and more broadly BAE Digital Intelligence during customer facing engagements. This includes
- On-site technical support at various organizational establishments,
- Technical training support provided both virtually and on-site,
- Technical demonstrations to both potential new clients, as well as existing clients,
- Key business conferences to showcase existing and new capabilities.
- Drive onboarding, adaption, utilization and growth in our existing customer base.
- Responsible for communicating customer software issues across internal functional areas including Sales Engineers, Customer Technical Solutions, Product Development, Product Support and Engineering.
- Proactively identify customers who are not maximizing their GXP capabilities and liaise with our Sales Engineers to form an action plan in order to help them achieve success.
- Create, develop and manage a portfolio of training materials to support the various training needs of our clients. Creating customized training materials, which need to be developed with organizational style-guides, processes and approvals in place.
- Participate in beta testing of scheduled software releases, including providing discrepancy reports and enhancement requests to be submitted to engineering. With your understanding of your client base, you will run their workflows to ensure existing capabilities remain unaffected by new releases, reporting software bugs with priority.
- Meaningfully shape the future of our solution as you engage with customers and gain insights to serve our customer better by feeding back any issues and enhancements requirements to respective Product Mangers.
- Support the Head of Customer Success with administrative tasking. This includes managing team events, de-conflicting client visits and conferences, supporting conference booth setup and breakdown, proposal writing and business winning management reports. You will write complex technical articles, sample scripts and diag