EDMI - Leading Global Smart Energy Solutions Provider

At EDMI, we are dedicated to the design, development and manufacturing of innovative and technologically advanced energy meters and metering systems for the global utility industry. We believe that our success is driven by a shared commitment to our core values, guided by the OneEDMI Way. This philosophy shapes everything we do, fostering a culture of passion, accountability, collaboration, and continuous improvement. We are looking for individuals who share these values, people who thrive in an agile, customer-focused environment and are driven to make a positive impact in the energy solutions sector.

Join us at EDMI, where you'll work alongside a team dedicated to excellence, innovation, and driving change for a sustainable future.

EDMI Offers

- Flexible Work-Life Balance: Benefit from flexible working hours and hybrid working.
- Generous Leave Entitlements: 5 weeks annual leave + 17.5% leave loading + diversity day to celebrate a birthday, religious occasion or special occasion.
- Amazing & Convenient Office Location: Modern office across the road from Fortitude Valley Train Station with fresh fruit and free coffee.
- Competitive Remuneration, Recognition & Rewards: Competitive remuneration consistent with your skills and experience, plus recognition programs that celebrate achievements and milestones.
- Active Social Club: Regular social events and team celebrations.
- Health & Wellness Initiatives: Access to health and wellbeing initiatives.
- Support for Growth & Development: Ongoing professional development opportunities, career progression and dedicated training days.
- Passionate, Purpose-Driven Inclusive Culture: Thrive in a workplace that values respect, collaboration, inclusivity and positive change.

About this Role

We are seeking an experienced and customer-focused leader to join EDMI as our Head of Customer Success APAC. Reporting to the Operations Director APAC,



this role leads our Customer Success and Solution Support functions across the region, ensuring exceptional customer outcomes throughout the customer lifecycle.

You will own the operational relationship with customers from contract execution through to ongoing service delivery, customer onboarding, demand forecasting, escalation management and support services. You will also play a critical role in ensuring customer insights, product performance and field issues are translated into continuous improvements across our products, services and operations.

We're looking for a commercially minded leader who can build strong customer relationships, drive operational excellence, lead high-performing teams and influence outcomes across multiple functions and stakeholders.

In this role you will:

- Lead the APAC Customer Success function
- Own customer relationships and governance processes throughout the customer lifecycle.
- Lead customer onboarding and implementation readiness for new customers, products and services.
- Drive demand forecast validation and provide accurate demand signals to support supply planning.
- Oversee Level 1 and Level 2 Solution Support, including incident management, ticket management and service delivery performance.
- Lead customer escalations, operational risk management and service improvement initiatives.
- Monitor post-sale product performance and customer experience outcomes, ensuring field issues and quality concerns are translated into corrective actions and continuous improvement.
- Partner closely with Strategic Account Directors, Supply Chain, Product, Technology, Quality and Operations teams to deliver exceptional customer outcomes





To be successful in this role you will:

- Hold a degree qualification in Business, Engineering, Information Technology, Supply Chain, Operations or a related discipline, or equivalent industry experience.
- Have demonstrated leadership experience in Customer Success, Service Delivery, Customer Experience, Technical Support, Supply Chain or operational customer management.
- Bring experience leading customer-facing teams and managing complex customer escalations in a technical environment.
- Possess strong stakeholder management and customer relationship skills.
- Demonstrate experience in forecasting, demand planning, service level management, customer onboarding or incident management.
- Have strong analytical capabilities with the ability to challenge, validate and communicate demand forecasts and operational insights.
- Be a collaborative leader able to influence cross-functional teams and deliver outcomes through others.
- Utilities industry experience, including smart metering, electricity, gas or related markets, will be highly regarded

At EDMI, we are committed to fostering a diverse, equitable and inclusive workplace where everyone can thrive. We believe that our differences are what make us stronger and are dedicated to creating an environment where every individual, regardless of background, identity or perspective, feels valued and respected. We celebrate diversity in all its forms and actively work to build an inclusive culture that promotes fairness, equal opportunity and mutual respect.

This is a great prospect to work with some truly talented people who love what they do and are excited to work in a growing global industry.

Applications will be reviewed as they are received.

Our recruitment process includes an initial interview, psychometric testing, a second interview and reference checking.

Candidates must confirm that they are eligible to work in Australia.

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📌 Head of Customer Success APAC (Queensland)
🏢 EDMI
📍 Queensland