Job Description

CHEP’s Digital Customer Solutions business is growing, and we’re creating a new opportunity for a Technical Customer Success Manager to own the post-implementation customer journey for our IoT-enabled and digital supply chain solutions.

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Reporting to the Head of Product Management - Digital Customer Solutions, you’ll support onboarding, adoption and ongoing engagement, helping customers understand the solution, embed it successfully and use its data and insights to improve their operations.

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You’ll work across an end-to-end solution that brings together connected equipment, IoT technology, data and customer-facing software. When an issue arises, you’ll help diagnose what is happening, bring together the right expertise, keep the customer informed and take ownership through to resolution.

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This newly created role offers the pace, variety and opportunity to shape ways of working typically associated with a growing technology business, backed by the scale, stability and global reach of CHEP and Brambles.

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This role can be based in Sydney, NSW, or Melbourne, VIC, and operates under a hybrid working model. Some annual travel to Customer Sites across Australia and New Zealand is required.

Key Responsibilities May Include: n

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- Lead customer onboarding and training activities, ensuring smooth deployment and effective early engagement with digital solutions.
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- Develop customer success plans with clear goals, milestones, and value measures, maintaining regular touchpoints to support customer outcomes.
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- Monitor customer usage, engagement, and adoption metrics to identify risks and take proactive action to protect retention and maximise value.
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- Gather customer feedback and insights, sharing trends and needs with product, support,



and commercial teams to influence product improvements and future enhancements.
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- Support customer advocacy efforts by capturing success stories, fostering champions, and contributing to retailer engagement initiatives.
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- Collaborate with implementation, sales, and product teams to ensure seamless customer experience and alignment on customer priorities.
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- Assist account teams in identifying upsell and cross-sell opportunities through insight into customer goals and usage patterns.
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- Maintain strong external relationships with customer stakeholders, ensuring effective communication, issue resolution, and alignment throughout the partnership lifecycle.
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What will set you up for success: nn
- Demonstrated experience in Customer Success, Technical Account Management, SaaS implementation, solutions consulting or a similar customer-facing technology role.
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- A robust customer mindset, with experience supporting onboarding, training, adoption, engagement, retention and value realisation.
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- The ability to build credibility with both operational and senior stakeholders and explain technical concepts in clear, practical business language.
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- Strong technical curiosity and the confidence to navigate digital platforms, examine data and investigate how different components of a solution interact.
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- A logical and structured approach to problem-solving,



with a track record of coordinating internal teams to resolve complex customer issues.
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- Experience working with SaaS, IoT, connected devices, asset-management platforms or other data-led technology solutions.
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- Impressive communication, facilitation and presentation skills, including the confidence to lead customer training and business reviews.
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- Experience in supply chain, logistics, manufacturing, retail, asset management or another operationally complex setting would be advantageous.
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- Tertiary qualifications in Business, Technology, Supply Chain, Engineering or a related discipline are desirable.
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About CHEP, a Brambles company n

CHEP is a global leader in Supply Chain Solutions. Together with producers, manufacturers, retailers and logistics partners, CHEP advances the smart and sustainable movement of goods across more than 60 countries.

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For more information, visit

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At CHEP Australia, you’re joining a business that is large enough to offer global opportunity, yet small enough to make a real impact. We offer:

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- A flexible, hybrid working setting
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- Brilliant learning, development and career-progression opportunities
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- Attractive salary and incentive opportunities
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- Reward and Recognition Programs
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- Paid volunteer leave, three days per year
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- Generous parental-leave benefits
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- Employee discounts and share-purchase options
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We are proud to be an inclusive and diverse workplace that reflects the communities and customers we serve.

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If you require adjustments or support through any stage of the recruitment process, we encourage you to let our Talent Acquisition team know.

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Full working rights in Australia are required. We are unable to offer sponsorship for this role at this time.

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📌 Technical Customer Success Manager (Dandenong)
🏢 Chep
📍 Dandenong