What you get to do in this role:   

• Be the “voice of the program” for internal and external users
• Build trusted relationships with the local Sydney and APAC teams and partners.
• Support in driving adoption and socialization of the ServiceNow Partner Program, strategy and four modules
• Support internal and external Partner Program awareness and understanding
• Build internal awareness and understanding with partner management, field teams, technical teams, partner operations and enablement teams to ensure program adoption and understanding
• Build external awareness and understanding with existing and new partners to ensure program adoption and understanding of partner journey and steps to build a partnership
• Help track and enhance KPIs and success metrics of partner programs and report program and partner success
• · Drive program adoption, partner success with internal and external users
• · Collecting internal and external teams for needed program enhancements and capabilities and feed into the Program Module Owners
• · Creating/updating program presentations and messaging for internal and external consumption

Responsibilities

• Develop trusted advisor relationships with assigned customers, advocating on their behalf with internal functional partners as needed
• Drive product adoption and usage of insightsoftware products and solutions to retain and grow revenue 
• Craft effective strategies for customer retention, negotiate and secure renewal agreements, and facilitate the expansion of the use of our solutions within your customer base.  
• Organize and execute and communication strategy for assigned customers, including emails, one on one meetings, monthly update calls and quarterly business reviews focus on overall customer health and adoption statistics, product reviews, and contractual status checks.
• Forecast and track key account metrics (e.g. quarterly retention and growth results and annual forecasts) and clearly communicate progress to internal stakeholders
• Manage customer relationships and escalations, including high severity requests, with a focus on solving business problems and deriving customer value from insightsoftware’s solutions
• Drive a seamless customer experience by working cross-functionally with our product and services team to ensure each new customer can quickly adopt and gain value from our solutions
• Lead one or more special projects to enhance Customer Success goals and processes
• Participate in cross-functional reviews of product lines
• Train and mentor on-demand talent
• Other duties as assigned

Achievements/ Goals

• Complete Onboarding process (90 Days)
• Assume responsibilities of management of customer portfolio
• Complete renewal process for portfolio
• Engage customer in COR and regular communication cadence
• Participate in cross functional meetings.

If you're on the hunt for your next career move, you've come to the right place.

Working with digitsonly, you’ll receive following incentives

About this opportunity

We specialise in the manufacture and supply of rigid plastic and metal packaging servicing for the consumer and industrial sectors.

As Quality Manager you will be accountable for the effectiveness and efficiency of the Quality & Food Safety Management System across the Villawood site. This is a pivotal role within the business and experience in developing technical documents, writing reports, presenting quality compliance status information, data analysis, metrics and general overviews to the leadership team and customers is essential. The Quality Manager is responsible for monitoring and driving compliance to meet certification and PACT Group requirements. Working under the direction of the Site Manager this role addresses quality concerns and facilitates and drives solutions that lead to customer satisfaction and significantly reduced plant costs. In this visible role, you will lead a team of 6 Quality Assurance personnel across a 24/5 operation and report to the Site Manager.

Your key responsibilities will be to:

• Comply with Workplace Health and Safety policies and procedures
• Engage in Safety walks, safety audits and WH&S campaigns
• Report workplace hazards
• Ensure that the Quality Management System conforms to Customer, PACT, ISO 9001 and other certification, regulatory and legal requirements
• Drive quality projects across the site- Manufacturing and laboratory
• Manage and develop QA/QC activities including coordination of day-to-day duties for QA/ QC employees- oversee the QC lab including staff, equipment and testing activities
• Execute processes, QMS/ documentation control change control, risk management, risk assessment, non-conformance and CAPA management, 3rd party management, Customers and New Projects in compliance with relevant standards.
• Ensure continuous improvement of quality systems and processes through internal and external audit processes
• Ensure GMP compliance is implemented across QC/QA departments - implementation and maintenance of required standards, test methods, specifications, and procedures.
• Report on the performance of the QMS including the specific needs for improvement.
• Conduct periodic management review meetings. Work closely with customers, employees and external contractors to ensure requirements are understood and met.
• Maintain quality standards, specifications and process control plans to facilitate the manufacture of packaging that meets customer expectations.
• Ensure Quality assurance procedures are implemented throughout the process and audit for compliance.
• Maintain the program for timely and accurate inspection/calibration of monitoring and measuring devices.
•   Lead the investigation of internal and external quality incidents and CAR’s, ensuring timely reporting, effectiveness of preventative actions and timely close out.
• Ensure all relevant staff associated with manufacturing are trained in key quality activities and processes.

Your skills and experience

• Tertiary qualifications in Science, Manufacturing or Engineering required or  extensive Quality Management Experience.
• Internal audit qualification preferred.
• HACCP/ Food Safety qualification desirable.
• Extensive experience as a Quality Manager in a fast-paced manufacturing environment.
• Experience managing sites certified to at least two of the following standards. ISO9001, FSSC 22000, ISO 22000, CODEX HACCP.
• Proven people leadership to drive quality improvements with a collaborative and enabling approach.
• Visible belief and demonstrated leadership in a Zero Harm culture
• Ability to remain resilient, calm and composed when under pressure.
• Ability to engage and influence others.