About Taggle Water is a scarce resource and Australia is the driest continent on earth. Managing this precious resource is a growing challenge. Taggle is Australia's leading supplier of Smart Water Solutions for local and regional councils and water utilities, driving digital change in IoT solutions in Australia and internationally. We supply the water industry with solutions that work within their overall ecosystem to monitor the end-to-end water cycle, providing all the tools from sensor to software to manage a digital water network. Data and actionable analytics drive economic benefits for our customers, better engagement with their stakeholders, and sustainable environmental benefits for society. A strong resource infrastructure is in place with a talented leadership team, managers, and employees, and Taggle is well poised for future growth. Employees are dedicated and believe in the benefits of Taggle's products and services to promote a sustainable environment. We have a high-performance culture. We value teamwork, drive for results, customer focus, innovation and problem solving within a flexible working environment. Taggle is embarking on a period of significant growth, and you could be part of this success. We are looking for someone who shares the same values that we do to become an integral part of our team to join our quest to deliver a resilient water supply for a sustainable and healthy planet. Your role Reporting to the Professional Services Director, you will be responsible for managing the customer service desk and coordinating field maintenance activities for existing clients, ensuring adherence to SLA commitments, meeting data service KPIs, identifying and closing upsell opportunities within existing clients, and driving customer satisfaction across all of Taggle's clients. You will be responsible for managing the customer relationship and high-quality support services. You will develop and lead a small team with deep expertise in Taggle's Hardware and Software solutions, understanding client issues, and assisting customers in trouble shooting and solving their issues. You will ensure that our customers consistently receive quantifiable value from Taggle and they become strong advocates for our services. Key Outcomes Achieve SLA and data KPIs as committed in customer contracts.Ensure high levels of client satisfaction, fostering trusted advisor relationships.Develop and lead a high-performing, engaged team.Work with vendor to deliver internal IT support to employees.Collaborate with Software team to automate manual processes to enhance efficiency.Achieve Taggle's revenue, gross margin, and profitability targets from clients, including identifying upsell and cross-sell opportunities.Develop managed services to grow revenue streams, such as training, integration, and other recurring services.Ensure timely payments from customers.Ensure transparency and clear reporting from our Jira Service Desk Your key skills, education and experience A minimum of five years' experience in a lead or managerial position in a customer facing role.Relevant tertiary education.Experience managing customers through major problems, including critical situation management.Ability to build strong relationships with end-users and senior executives in business and IT environments.Experience dealing with Local Government and/or Water Utilities is an advantage.Self-starter and thrive for results.Strong skills in process automation.Proven experience in people leadership and coaching.Knowledge of ITIL Service Delivery, SDLC, and project management concepts.Current driver's license and comfort with driving in regional areas.Willingness to travel to regional, rural, and remote locations (on average 30%) as required.Strong analytical, problem-solving, and time management skills with attention to detail.Excellent communication and presentation skillsOutstanding organisational and time management skills.Proven ability to drive continuous improvement. A full position description will be provided to short-listed candidates.For more information about Taggle, visit: www.taggle.com.auInterested? Apply online now.