Customer Experience Manager

Company Description:

InEight is a leader in construction project controls software, empowering over 850 companies taking on challenging projects in industries including construction and engineering; transportation infrastructure; mining; water; power and renewables; and oil, gas and chemical. Uniquely suited to capital construction and other complex work, our integrated modular software manages projects with over $1 trillion globally. 

Based in Scottsdale, Arizona, InEight supports a remote work model with employees working throughout the United States, Canada, Australia, Sri Lanka and Europe. InEight, an ISO 9001:2015-registered company, is a subsidiary of Kiewit Corporation (Kiewit). Kiewit, through its subsidiaries, is one of North America's largest and most respected construction and engineering organizations.

InEight is a fast-paced, innovative company comprised of high-energy teams of self-starters playing integral roles in shaping the future of capital projects around the world. Our industry-leading solutions, dedicated employees, and proven leadership team provide a solid foundation to support our continued growth and success.

Position Summary:
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 the renewables sector.

InEight promotes a flexible working environment and is able to accommodate work-from-home arrangements. The successful candidate must be based in Perth and will be required to meet with clients face-to-face.

Characteristics for Success:

• Learner - Actively pursues new knowledge and skills, embracing continuous learning to stay ahead in their field. Motivated by a drive to learn and improve, and seek opportunities for personal and professional development.
• Curious - Naturally curious and uses that curiosity to engage deeply with clients. Proactively seeks to understand client objectives, pain points, business direction, and project delivery models, enabling them to tailor solutions that truly address client needs while building strong, consultative relationships.
• Solution-oriented - Able to dissect processes and situations to determine the best solution to move forward most efficiently.
• Team-oriented - Passionate about contributing as part of a high-performing team. Includes collaborating closely with Sales, Delivery and Product teams to ensure successful solution implementation, adoption and help shape the platform direction.
• Articulate - Strong written and verbal communication skills, with the ability to convey complex ideas clearly and persuasively. Able to convey a genuine passion for the role technology plays in transforming project delivery.
• Relatable - A strong business acumen with the ability to conduct business, discussions with senior-level decision-makers in small and large group settings across project delivery, operations and IT.
• Proven - A track record of defining solutions for construction and/or engineering industries in a Project Controls, Scheduling, Estimating, or Customer Success/Experience role.
• Dependable - Accountable for completing complex projects independently and understanding the level of prioritisation and communication needed to balance your workload.

Key Responsibilities:

• Provide best practice guidance including business process advice, training, troubleshooting, and hands-on configuration across the project controls modules of the InEight platform.
• Assist clients to analyse and interpret cost, schedule, contract change data to develop dashboards, reports, and deliver actionable insights using platforms such as PowerBI.
• Advise customers on project controls methodologies including Earned Value Management, Critical Path Method, Monte Carlo risk analysis, Advanced Work Packaging, and lean construction.
• Conduct regular visits with clients to proactively identify issues, disseminate challenges to internal teams and ensure the successful closure of items.
• Leverage strong relationships with key stakeholders to identify risks and implement mitigation strategies and actions.
• Deliver informal coaching to client-side delivery and project controls teams, focusing on practical, day-to-day guidance.
• Lead client onboarding, change management, and adoption strategies for project controls systems.
• Facilitate workshops and configuration sessions to ensure clients realise full value from project controls solutions.
• 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.
• Partner with Business Development Managers to provide feedback on solution success, make introductions to key contacts, and identify opportunities for expansion.
• 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 industry feedback to business units gained through interactions with clients.

Desired Qualifications & Skills:

• Minimum of 5 years' experience working within the construction industry.
• Bachelor's degree in relevant field (Engineering, Construction Management, Construction Project Management) or equivalent work experience in a similar role would be an advantage.
• 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.
• 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 sector.
• Demonstrated proficiency in project controls systems (e.g. InEight, Contruent, Procore, Ecosys, Primavera P6, Aconex, Oracle Unifier).
• Proficiency in the use of PowerBI is considered highly advantageous.
• Excellent customer focus with strong networking/relationship-building skills.
• Strong negotiation/influencing skills.
• Proactive, goal-oriented mindset with excellent attention to detail.
• Effectively able to operate in an ever-changing environment and assist others with adapting to change.
• Strong verbal and written communication skills, including the ability to convey information and ideas to individuals and groups and lead presentations and demonstrations when required.

InEight Inc. is an Equal Opportunity Employer and will consider all applications without regard to race, sex, age, colour, religion, national origin, marital status, disability or any other characteristic protected by law.

No applications from Employment Agencies at this time.

Applicants must have the legal right to live and work in Australia permanently.

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