Title: Senior Customer Success Manager Location: Remote,Canberra, ACT Australia Job Description: This position is home-based and requires candidates to be located in Canberra, ACT or within commutable distance. Regular on-site presence at customer locations across the Canberra region is expected as part of this role. The Basics: The Senior Customer Success Manager is critical to helping customers receive value from their investment in Tanium and to ensure Tanium maintains its enviable base of high value, loyal customers that rely on Tanium to manage all their endpoints. Operating in a collaborative team environment, CSMs contribute to each customer’s success by leveraging best practices and expertise to ensure adoption of the Tanium platform, leading to renewal and upsell opportunities for their assigned accounts. This customer-facing role will be predominantly responsible for government customers each having thousands of endpoints running the Tanium platform and solutions. The successful candidate will be able to manage a significant set of customers and use data and qualitative feedback to decide how best to engage resources to drive desired results. What You'll Do: - Drive and communicate value for our federal, state and local government customers by aligning Tanium capabilities to desired customer outcomes - Contribute to world-class retention and expansion by partnering with teammates across functional areas to create paths to full platform adoption, identify areas to expand usage or capabilities, and identify potential risks to customer renewals - Build and maintain executive and administrative customer relationships within the customer’s organisations, ensuring Tanium aligns to their mission, compliance requirements, cybersecurity mandates, and operational priorities - Apply your experience with large, decentralized organizations and hybrid environments to strategically guide implementation, adoption, and utilization across multiple departments in the customer’s environment - Solidify Tanium as a system of record for various functional IT disciplines within customer environments through established trust of data, time to value, increased ROI, and business outcome achievements - Facilitate the planning, coordination, development, and execution of Executive Business Reviews aimed at defining customer business objectives, aligning to strategic initiatives, communicating Tanium value, and developing long-term Customer Success Plans - Collaborate across functional areas within Tanium, including Global Support, Escalation, Product, and Engineering teams, to drive the development of Tanium solutions based on customer needs - Leverage your own technical domain expertise and internal technical resources, including engineering and product, support centre, knowledge bases, and other internal tools, to provide the most effective solutions to customer issues - Advocate for the customer by sharing their feedback and use cases with product and engineering, support centre, and the rest of the account team - Ensure customer success, leading to world-class retention and expansion, through proactive periodic health checks (and, if necessary, formal improvement plans), product training, and developing and sharing technical best practices - Understand the unique complexity of the customers and segmentation of customers you serve, and create the best path to full Tanium platform adoption and expansion, leveraging your understanding of not only the customer’s environment but also insights as to how to overcome obstacles to implement new technologies and integrations - Contribute to strategic customer plans for the months and years ahead, while executing your assigned strategies and tactics in coordination with other members of the account team to increase ROI and expand into new solution areas - Perform activities and data management that help drive adoption and value against an agreed-upon plan with the customer. This may include artifact creation (including Value Plans for customers), action and risk tracking, enhancement tracking, and updating internal data systems such as Salesforce and/or Gainsight We're Looking For: Security Clearance - NV1 or higher Education - BA/BS or equivalent experience preferred Experience Required - More than 6 years of experience in Customer Success, Account Management, Renewals, or Service Management / Professional Services, preferably in technology company business model - Experience working with Australian Federal Government agencies and personnel - Consulting and project management skills, experience with building strategic relationships that drive business value for customers - Working knowledge of endpoint technology and the areas of major business outcomes for a CIO - Tanium Certified Operator (nice to have) - Technical background (nice to have) You are - A highly organized self-starter who thrives in a fast-paced environment and is comfortable working in ambiguity - Curious, willing to learn from others in your discipline, your customers, and other roles at Tanium - Willing to contribute suggestions and ideas to further customer and Tanium goals\ - Eager to become an expert in demonstrating value and return on investment to our customers - Eager to learn technology foundations and become a technical advisor on the Tanium platform and solutions. - A strong communicator and intuitive listener - Professional, insightful, and values-driven - Motivated to help to solve the toughest IT problems faced by organisations today Other - Travel ranging from 40-50% within regional territory - On-site / customer-located work as deemed necessary by the customer and/or account team, particularly in Canberra, ACT. About Tanium Tanium is the Autonomous IT company. Driven by AI and real-time endpoint intelligence, Tanium Autonomous IT empowers IT and security teams to make their organizations unstoppable. Many of the world’s leading organizations trust Tanium’s single, unified platform for endpoint management and security to innovate faster, stay resilient and move business forward with confidence, at scale. To learn how Tanium delivers Autonomous IT for unstoppable business – visit www.tanium.com and follow us on LinkedIn and X. On a mission. Together. At Tanium, we are stewards of a culture that emphasizes the importance of collaboration, respect, and diversity. In our pursuit of revolutionizing the way some of the largest enterprises and governments in the world solve their most difficult IT challenges, we are strengthened by our unique perspectives and by our collective actions. As a global organization with stakeholders around the world, it’s imperative that the diversity of our customers and communities is reflected internally in our team members. We strive to create a diverse and inclusive environment where everyone feels they have opportunities to succeed and grow because we know that only together can we do great things. Our commitment to excellence and innovation has earned us a place on the Forbes Cloud 100 list for ten consecutive years, and we continue to be recognized worldwide as a great place to work. Taking care of our team members Each of our team members has 5 days set aside as volunteer time off (VTO) to contribute to the communities they live in and give back to the causes they care about most.

Role Description - Recruit, train, and mentor a high-performing customer care team. - Foster a positive and collaborative work environment to ensure team success. - Develop SLAs and monitor team performance through KPIs and provide regular feedback for improvement. - Oversee day-to-day operations of the customer care department. - Respond to regular and escalated customer inquiries and complaints through various channels (email, phone, chat, social media). - Develop and maintain customer service policies, scripts, and protocols. - Identify and implement process improvements to enhance customer satisfaction and efficiency including implementation of self-service and automation systems. - Collaborate with the operations team and OTM brands to address common customer pain points, such as shipping delays or returns. - Monitor customer feedback trends and liaise with merchandising, marketing, and exec teams to share insights that can improve products, policies, and overall experience. - Oversee customer service software (Gladly) tools and ensure they are optimized for team performance and being leveraged for automation and self-service. - Generate and analyze customer service reports to inform decision-making. - Serve as a brand ambassador by ensuring all communications reflect our values and tone. - Work with marketing to address social media comments, reviews, and public queries. - Take lead on assigned projects focusing on analyzing and solving key operational issues outside of the typical customer care remit. - Liaise with the executive team and work cross-functionally on special projects as they are assigned. Qualifications - Proven experience as a Customer Service Manager or in a similar role, preferably in retail eCommerce. - Strong leadership skills with experience managing remote teams. - Exceptional communication and interpersonal skills. - Proficient in customer service software (e.g., Zendesk, Freshdesk, Gorgias, Gladly). - Data-driven with the ability to analyze metrics and make informed decisions. - A customer-first mindset with a knack for creative problem-solving. - Knowledge of fashion, homewares, and lifestyle products is a plus.

Title: Customer Service Representative Location: Piscataway, NJ Job Description: What we offer Explore a world of opportunities with us. Look ahead with us and help shape innovative solutions to make our world more sustainable and life healthier, more vibrant and more comfortable. At Evonik, you have the chance to explore, thrive, and grow alongside 33,000 colleagues. Among attractive career paths and high-quality development programs, we not only offer performance-based remuneration and occupational health benefits but also hybrid and flexible working environments with #SmartWork. Bring your fresh perspective, develop your strengths, break out your mold, and find a career that fits your dreams with us. Click on the link below to learn what our employees have to say about Evonik: https://careers.evonik.com/en/about/meet-the-team/ The Customer Service Representative for Active Oxygens at Evonik in Piscataway, NJ, is responsible for managing customer orders, resolving inquiries and complaints, and ensuring timely delivery of products. This role requires strong SAP experience, effective communication, and the ability to work both independently and collaboratively in a hybrid environment, including after-hours coverage for emergency order service. The is a hybrid role with 2 in-office days a week (non-negotiable) RESPONSIBILITIES - Process and manage domestic and export orders accurately from entry to fulfillment in SAP. - Resolve customer remittance differences, complaints, and non-conformance reports (NCRs). - Monitor order shipment dates, production schedules, and delivery timelines to meet customer requirements. - Create and maintain customer Account Master Data in SAP. - Interface with Sales, Marketing, Technical, and Operations teams to ensure timely shipment to new equipment installations. - Follow up with customers to confirm requirements are met and obtain repeat orders. - Assist internal and external customers with inquiries related to orders, invoicing, and SDS documentation. - Coordinate with Operations to prioritize deliveries and resolve product/equipment shortages. - Monitor customer collections with AR representatives and Sales, ensuring timely payments and resolution of short pays. Collaborate closely with Accounts Receivable (AR) representative and the Sales team to oversee customer accounts. Ensure timely follow-up on outstanding invoices and payments to maintain healthy cash flow and minimize overdue balances. - Participate in after-hours coverage (weekends/holidays) to support 24/7 emergency order service of our VMI (Vendor Management Inventory) customers. REQUIREMENTS - Bachelor’s degree preferred; minimum 3 years of comparable business experience and 3–5 years in a Customer Service role. - Strong SAP experience required. - Self-starter with positive attitude, able to multi-task effectively in a team and independently. - Excellent communication, interpersonal, organizational, and decision-making skills. - Strong math skills and demonstrated PC skills, including CRM, intermediate Excel, PowerPoint, and Word. - Ability to work effectively both independently and in a team environment. - Spanish and French language skills are a plus. - Hybrid work schedule with 2 in-office days per week; must be within commuting distance of Piscataway, NJ. Summary Compensation & Benefits: Compensation and benefits offered may vary depending on multiple individualized factors. This range represents a good faith estimate for this position. (Specific rate to be determined, but not limited to, geographic location, education, experience, knowledge, skills and abilities of applicant, internal equity, and alignment with market data). Pay Range: : : $61,200- $102,000 Evonik offers a comprehensive benefit package, subject to plan eligibility, terms, and guidelines. Benefits included, but not limited to: - Medical, dental, and vision benefits - Paid time off plan - 401(k) savings plans - Health Savings Account (HSA) - Flexible Spending Accounts (FSAs) - Employee Assistance Program - Voluntary Benefits and Employee Discounts - Disability benefits - Life Insurance - Parental leave - Tuition Reimbursement The Evonik Group adopts an Equal Employment Opportunity (EEO) approach. Candidates are assessed based on their educational qualifications, experience, job competencies and potential and shall not be discriminated against on the basis of race, ethnicity, age, gender, religion, nationality, disability or sexual orientation or other classifications protected by local, state, or provincial regulations. Your Application To ensure that your application is proceeded as quickly as possible and to protect the environment, please apply online via our careers portal. Further information about Evonik as Employer can be found at www.evonik.com/en/careers.html. Please address your application to the Talent Acquisition Manager, stating your earliest possible starting date and your salary expectations. Your Talent Acquisition Manager: Lyne El Kache [C] Company is Evonik Corporation

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