Technical Customer Success Manager

Company Description

Ready to Lead a High-Performing Team and Shape Exceptional Customer Experiences?
Are you a dynamic leader who thrives in a fast-paced environment? Do you have a passion for delivering seamless customer experiences, driving operational excellence, and fostering a team that delivers nothing short of success? At WM New Zealand Ltd, we’re looking for a driven and solution-oriented Technical Services Commercial Customer Success Manager to lead a team supporting our Technical Sales Specialists and CSR’s and be a key member of our leadership team. To excel in this role you will need to have a curiosity to deal with out of the box challenges, solid judgement and decision making skills.

This is an exciting opportunity for someone who excels in cross-functional collaboration, process improvement, and data-driven decision-making to ensure our customers always experience the best service.

About Us:
At WM New Zealand, we are more than just a waste management company. With the largest composter, waste-to-energy provider, and commercial electric fleet in NZ, we're pioneering innovative solutions powered by waste. Our goal is simple: to make Aotearoa a cleaner, greener place, and we need a passionate, motivated leader to help us achieve this vision.

Job Description

About the Role:
As the Technical Services Commercial Customer Success Manager, you will oversee the seamless operation of our customer service team while collaborating across departments - finance, sales, chemists, and transport. Your leadership will be instrumental in maintaining a customer-first mindset and ensuring your team delivers excellence while driving company goals.

You will not only manage daily operations, but you'll be responsible for improving processes, meeting deadlines, training your team, and supporting our growth targets. Think of it as your chance to make a real impact—improving internal systems, elevating the customer experience, and leading a high-performing team.

Key Responsibilities:

• Lead and manage a high-performing customer services team of 10, ensuring smooth operations
• Collaborate closely with departments such as finance, sales, account managers, and transport to deliver timely, quality customer service.
• Implement best practices and continuous improvement strategies to drive operational efficiencies.
• Manage customer success initiatives to achieve growth targets, including lead generation and outbound campaigns.
• Maintain data integrity and ensure process adherence across the organization.
• Identify and resolve customer pain points, safeguarding customer relationships and contract security.
• Coach and develop your team, fostering a culture of initiative, collaboration, and personal growth.
• Work closely with Technical Sales Specialists to ensure smooth contract execution and to support annual pricing audits.
• Lead cross-departmental projects aimed at improving customer service and business performance.

Qualifications

• Proven leadership experience in managing customer service and sales teams, preferably in a mid to large service-based organization.
• Experience implementing and leading process improvement initiatives.
• Strong background in customer experience design and mapping, with a keen eye for detail.
• Excellent communication skills, with the ability to influence and collaborate at all levels within the business.
• A hands-on, solutions-focused mindset with an aptitude for problem-solving.
• Ability to thrive in a fast-paced environment while meeting deadlines and driving team performance.
• A customer-centric mindset, with a sales-driven approach to fostering long-term relationships.
• Experience with dangerous goods is a plus but not required.
• Tertiary qualifications in business, management, or related field preferred.
• Excellent attention to detail and organizational skills.

Additional Information

What’s In It for You:

• Company wide discounts including Southern Cross Health Insurance and Z Energy
• Proven opportunities for professional development opportunities in a growing and innovative organization.
• Collaborative work culture that values growth, creativity, and diversity.

Be Part of Something Bigger – Lead the Change at WM New Zealand!
If you are an experienced, driven leader with a passion for improving processes, collaborating across teams, and ensuring customer success, we want to hear from you! This is your chance to join a market-leading company with a clear focus on sustainability and growth.

How to Apply:
Click “I’m Interested” now to apply for this exciting opportunity. We may start reviewing applications before the closing date, so don’t wait – apply early to be considered.

WM New Zealand is an Equal Employment Opportunity (EEO) employer, and we encourage applicants from all backgrounds to apply. You must be based in New Zealand and hold a valid work visa, residency, or New Zealand citizenship to apply.

Make 2025 the year you take your career to the next level with WM New Zealand!