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Customer Success Manager

Cloud Factory -
Melbourne VIC

Apply Now

Job Details

Qualifications

Microsoft Powerpoint
Microsoft Word
Sage
Microsoft Excel
Azure
Management
Computer Science
Sales
SAP
ERP systems
NetSuite
WMS
Visio
Microsoft Dynamics 365
SQL
Business development
Analysis skills
Bachelor's degree
Release management
Scrum
APIs
Agile
Manufacturing
SaaS
Business
Accounting
Communication skills
SAP BPC

Full Job Description

Careers at Cloud Factory

Work on meaningful ERP and AI-driven projects that deliver real business outcomes.

At Cloud Factory, we partner with ambitious organisations to improve how they operate—across finance, supply chain, manufacturing and customer engagement. Our work goes beyond software implementation; we help clients transform processes, improve performance and make better decisions.

Our team delivers solutions across platforms including SAP Business One, MYOB Acumatica, Microsoft Dynamics 365 Business Central, Power Platform and advanced warehouse management systems—bringing together ERP, AI and integration to solve complex business challenges.

Who We’re Looking For

We are building a team of professionals who take pride in their work, think commercially and are committed to delivering outcomes for clients.

This is not an environment for order-takers or individuals looking to simply follow a process. Our clients expect more—and so do we.

Experienced ERP professionals with a strong understanding of finance, operations or supply chain
Problem solvers who can translate business requirements into practical, workable solutions
Commercially aware consultants who understand the impact of decisions on real businesses

Clear communicators who can engage confidently with stakeholders at all levels
Individuals who take ownership and are accountable for the outcomes they deliver
Professionals who value quality and are committed to continuous improvement

We look for people who are comfortable being challenged, who are confident in their capability and who want to be recognised for the value they deliver—not just the work they complete.

Careers at Cloud Factory

Cloud Factory partners with ambitious Australian businesses to design, implement and optimise ERP and warehouse management solutions that deliver real operational impact.

What We Do

From our Melbourne headquarters, we work with organisations focused on improving how they operate—across finance, supply chain, manufacturing, distribution and customer engagement.

Our role is not simply to implement software, but to help clients make better decisions, improve performance and achieve sustainable growth.

How We Work

Outcomes over activity
Technical capability and commercial awareness
Solving real business problems
Accountability for delivery

Platforms & Capability

We represent leading platforms including SAP Business One, MYOB Acumatica, Microsoft Dynamics 365 Business Central and advanced warehouse management solutions.

Our work spans complex ERP implementations, process transformation and integration across the broader business landscape.

The Team We’re Building

We are building a team of experienced professionals who want to do meaningful work, take ownership and be recognised for the value they deliver.

This is an environment for individuals who are confident in their capability, committed to high standards and motivated by making a genuine difference to clients.

If you are looking to be part of a team where your contribution matters, where expectations are high and where the work is both challenging and rewarding, we would welcome the opportunity to speak with you.

Explore current opportunities below.

Business Development
Implementation Consultant
Customer Success Manager
Full Web Stack Developer

SAP Business One - MYOB Advanced - Dynamics 365 Business Central

We are always looking for that special combination of Domain Expert and Customer Advocate! So if you have been involved in taking clients through their Digital Transformation Journey (Distribution, Manufacturing, Not-For-Profit, Service etc) and working through the Solution Reviews, Commercials to Project Award and successful go-live through the team then Click below for more information!

Business Development

Cloud Factory enjoys great partnerships with Australia's leading mid-size business's. Our team helps growing enterprises throughout Australia challenge their business processes and find efficiencies that help them attain goals and achieve their vision for growth and success. As a Cloud ERP partner we support and service over 200 customers across Australia; providing each with the right balance of software, world-class consulting and support services.

Cloud Factory offers enterprises access to Australia’s most experienced and tenured team of consultants and is consistently honoured for its customer dedication such as earning the prestigious SAP® Partner Quality Program Award since its inception, the only partner in ANZ to do so.

Due to our continued growth and success Cloud Factory currently has an opening for a dedicated Business Development Manager. Reporting to the Managing Director, you will be responsible for the sale of Leading Cloud ERP solutions within the SMB space and the development of new customer relationships. This role will be based out of our Glen Waverley office.

Prospecting and seeking out new business throughout the region, and advancing the buying process along short to long-term sale cycle
Responding to questions concerning the company’s solutions, providing solution quotes, and monitoring/updating activity and progress
Meeting established monthly and yearly sales quotas
Ensuring our potential clients fully understand the proposed solutions through in-person sales presentations and product demonstrations
Liaising with the marketing team and Product Manager on new business opportunities and strategies
Keeping up to date and on track of all new solution features, upgrades, and Edge Solutions
Attending networking events and functions to increase Cloud Factory’s profile within the region
Support ongoing Cloud Factory/SAP sales initiatives

3-5 years’ experience selling long term business software solutions
Sales experience with reselling ERP systems such as SAP Business One, NetSuite, Microsoft Dynamics, SAGE, or Epicor would be considered a strong asset
Knowledge of business processes, from accounting practices through to operations and distribution
An excellent consultative selling style and the ability to forge strong relationships from C level executives to operations level.
Understanding of the responsibility to manage a full lifecycle ERP sales process for prospects and how to engage Cloud Factory resources to guarantee successful close.
Exceptional interpersonal and communication skills coupled with the ability to convincingly communicate new concepts to others
Experience selling into the Not-For-Profit, Manufacturing and Wholesale Distribution sectors

If you are a keen, motivated individual with a desire to successfully apply your energy to achieve results and work with an award-winning Partner, please apply today by sending your resume by clicking below!

Send a resume

SAP Business One, MYOB Advanced, Dynamics 365 Business Central

We are looking for great domain experience held within Distribution, Retail, Manufacturing, Not-For-Profit, Construction and the Service Sector. Perhaps you have implemented a system at a previous company and now want to "jump the fence" and help our clients transition their systems as we all look to deliver Digital Transformation projects. If you have the experience and are looking for change then contact us and help our great clients become even "Greater"!

Cloud ERP Consultant

Our team helps growing enterprises challenge their business processes and find efficiencies that help them attain goals and achieve their vision for growth and success. As a long standing partner for many of Australis leading brands we assist over 200 customers across Australia; providing each with the right balance of software, world-class consulting and support services.

Your responsibilities alongside our clients are immense! In essence we deliver an end to end business process management solution that allows our client to utilise an integrated application that automate many functions related to Finance, Inventory, Service, CRM, Service, Distribution, Warehousing and Manufacturing thus connecting the business and possibly their complete supply chain. Our team provides all of the support related to these functions as provided for within the standard solutions developing and integrating the client’s relevant and agreed ideas and assisting in solution scoping planning decisions. Our primary goal is to ensure that solutions run as smoothly and efficiently as possible, and oversee solutions for any further touch points such as Warehousing, Business Intelligence, Mobility, AP Automation etc.

Our goals are simple! A long term partnership where we are valued and asked to work in partnership to assess evolving business requirements and software needs for many areas to ensure that any new solutions devised are time-and-cost-effective. The role calls for responsibility to ensure that all key stakeholders in our clients are informed and collaborating effectively on the implementation and roll-out of any new solution and associated process. Hours of course vary and such roles are not just 9 – 5.30pm as the responsibility also calls to be on-call for technical emergencies, a warehouse down at 6.00am is a disaster for clients! General duties will include software analysis, working with technical teams, developing design specifications for programs and present plans of action to management. You will become a Domain Expert for your client projects.

Cloud Factory offers enterprises access to Australia’s most experienced team of Cloud ERP consultants and we are often recognised for our customer dedication, earning prestigious awards such as the SAP® Partner Quality Program Award since its inception, the only partner in ANZ to do so.

Due to our continued growth and success Cloud Factory has an opening for a Cloud Implementation Consultant both for MYOB Advanced and Dynamics 365 Business Central. Reporting to the Managing Director, you will be part of a team responsible for the implementation of Cloud ERP solutions within the SMB space and the development and management of such new customer relationships. This role will be based out of our Glen Waverley office serving Australia.
As a Cloud ERP Implementation Consultant you will be responsible for:

Providing implementation consultation, project management, and support services during installations, upgrades and customisations
Recognising and addressing gaps between the Cloud ERP solution and the business practices of the client and making practical suggestions
Effectively communicating and building consensus with clients
Supporting the preparation of the scope of work by providing task/time details
Customising forms and developing reports using various solutions
Designing and conducting master data migration from legacy systems to the target application
Training, coaching, and mentoring Junior Implementation Consultants
Developing and maintaining expert knowledge of the target application
Achievement of Project Management and Client Agreed targets
To successfully perform the responsibilities of this position, you must possess the following qualifications:
Domain Experience in areas such as Finance, Distribution, Manufacturing, Warehousing, Not-For-Profit
A Bachelor’s degree in Computer Science, Business (Accounting) and/or Information Systems from a recognised post-secondary institution
Previous experience in an ERP implementation role, preferably with SAP Business One, MYOB Advanced or Dynamics 365 Business Central. (Also, beneficial would be implementation experience in SME space with other products such as Sage, Epicor, and/or Netsuite)
Excellent communication skills, both written and oral
Superior people skills; team-oriented, fast learner and very personable
Self-motivated and driven to achieve success within a consulting environment
Willingness to travel where required
Excellent standards in using Word, Excel, PowerPoint and Visio

If you are a keen, motivated and passionate person with a can-do attitude and a desire to successfully apply boundless energy to achieve great results demanded by great clients and work with an award-winning team, please apply online today!

Send a resume

SAP Business One, MYOB Advanced, Dynamics 365 Business Central

Do you have what it takes to become a Customer Success Manager?

The goal of every Customer Success Manager engagement is to work alongside each of your nominated clients and build and maintain a thorough understanding of how our customers are currently using their solutions and presenting how they might improve and optimise the use of systems and processes to better support their business going forward.

The role necessitates the ability to prioritise and manage escalation, case/issue communication, and coordinate the right resources to deliver the services demanded by the client.

Customer Success Manager

This experienced-led position is responsible for coordinating and leading the delivery of additional consulting services and solutions to large and strategic Cloud Factory accounts and fills the role of an on-going assigned Project Manager driving success month in month out!

As part of your commitment to your customers' success you will be responsible for:

Leading the delivery of consulting services aimed at ensuring customers success by reducing risks and by employing Cloud Factory leading practices. As the allocated CSM you ultimately aid in maximising our customers’ long-term success with their investment in Cloud Factory solutions.

Leading the client through an analysis of requirements from both functional and technical viewpoints to help ensure Cloud Factory solutions meet the customer’s objectives. As a position of professional influence, you frequently operates at the leading edge of technology, accessing expertise both within the platform technology services area such as Azure, PowerApps and of course in conjunction with Key partner solutions and the Cloud Factory Application Consulting Team.

Interacting with product management representatives for SAP, MYOB, WIISE and Microsoft to advocate product enhancements needed to meet customers complex business needs. Coordinates and lead platform solution consultants and other resources to assess and address complex environment, platform and architectural elements of integrations and 3rd party solutions to ensure they meet the clients today’s and future scaling needs.

Enabling our solution partners and professional services teams to ensure customer success. You are considered as a thought leader and trusted advisor by our clients, effectively influencing difficult decisions at the leadership level of customer organisations. Enables business development efforts by providing subject matter expertise both directly and leveraging resources from with the Cloud Factory Team. Drives customer process direction and decisions by providing domain leadership within relevant industries on end-to-end enterprise solutions.

In essence you are the customer’s advocate within Cloud Factory. CSMs manage and resolve high-level escalations, effectively communicating and setting expectations with both customer and the Cloud Factory team. You provide an enhanced level of communication of critical support cases to your customer.

Preferred Qualifications include:

Minimum of 7 years of hands-on consulting experience in:

Implementation of 4 ERP (Enterprise Resource Planning) projects either under functional or technical roles
Manage business process work streams
Manage development activities related to specific business process areas
Manage Solution Deployment Life Cycles
Manage implementation life cycles or methodologies
Manage team members who work remotely
Develop reference architecture and business process flows
Working with Cloud providers in issue and escalation management

Must demonstrate:

Understanding of integration, data migration and customisation concepts and approach
Working experience in implementation of integration, data migration and customisation work streams
Working experience leading implementation life cycle activities
Working experience with cut-over and go-live activities
Working experience in developing and managing plans, tasks and activities
Working experience in managing risks, issues and defects
Understanding and describing technology architecture
Strong analytical skills
Strong communication (written and verbal) and presentation skills
To be self-directed and motivated
Leading team members with minimal supervision

Experience in the following are assets:

Experience with end to end Cloud ERP roll-outs
Release management and/or Agile scrum master experience
Experience with SaaS/Cloud architectures
Microsoft Cloud experience

If you feel you are up for supporting our clients and helping them plan and drive their initiatives then call us!

Send a resume

Our clients are always "pushing the envelope"! Our team thrive and are excited and we take it personally for each and every challenge and functional requirement! Whether its integration to the Head Office ERP or a connection to a trading partner or delivery of a Mobile Project specific to a business unit connected to the Cloud ERP or indeed Azure our clients demand the very best and its key that we continue to deliver! We know the technology stack and it might be that we are delivering on a legacy platform through to the latest Cloud ERP application but in each and every case we will deliver according to the very best technology for the project and this is where this role comes in!

If you are looking to deliver various projects for the best clients alongside the very best team for the worlds leading Cloud ERPs then come and talk to us! If you are a Junior Developer and are looking for a kickstart and have the basics but want to learn - call us as well!

C# .NET / ASP.Net / JavaScript (KnockoutJS/Angular/React/Liquid) / SQL
Experience with Web API development
Experience with version and source control systems.
Experience with mobile platform .NET
Dynamics 365 and PowerApps
Code optimisation

Send a resume

Book a Complimentary ERP Assessment

Book a complimentary ERP assessment with Cloud Factory to review your current systems, identify operational gaps and determine the right solution to support your business growth.

Book Your ERP Assessment

SAP Business One, MYOB Advanced, Dynamics 365 Business Central

Do you have what it takes to become a Customer Success Manager?

The role necessitates the ability to prioritise and manage escalation, case/issue communication, and coordinate the right resources to deliver the services demanded by the client.

Customer Success Manager

Minimum of 7 years of hands-on consulting experience in:

Implementation of 4 ERP (Enterprise Resource Planning) projects either under functional or technical roles
Manage business process work streams
Manage development activities related to specific business process areas
Manage Solution Deployment Life Cycles
Manage implementation life cycles or methodologies
Manage team members who work remotely
Develop reference architecture and business process flows
Working with Cloud providers in issue and escalation management

Must demonstrate:

Understanding of integration, data migration and customisation concepts and approach
Working experience in implementation of integration, data migration and customisation work streams
Working experience leading implementation life cycle activities
Working experience with cut-over and go-live activities
Working experience in developing and managing plans, tasks and activities
Working experience in managing risks, issues and defects
Understanding and describing technology architecture
Strong analytical skills
Strong communication (written and verbal) and presentation skills
To be self-directed and motivated
Leading team members with minimal supervision

Experience in the following are assets:

Experience with end to end Cloud ERP roll-outs
Release management and/or Agile scrum master experience
Experience with SaaS/Cloud architectures
Microsoft Cloud experience

If you feel you are up for supporting our clients and helping them plan and drive their initiatives then call us!

Apply Now

Refine Your Search

director customer success customer experience jobs in melbourne vic

I want to receive the latest job alert for director customer success customer experience in melbourne vic

Related Searches

Explore jobs in more locations

Careers at Cloud Factory

Who We’re Looking For

Careers at Cloud Factory

What We Do

How We Work

Platforms & Capability

The Team We’re Building

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