Customer Success Specialist – ANZ & ROA

Overview

Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career.

At MSA, SAFETY is who we are AND it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day.

Are you in? Read on for more details about this particular role.

Responsibilities

This position is responsible for delivering a seamless MSA+ onboarding experience from end-to-end with pre and post-contract communication.

It plays a key part in driving customer acquisition and retention by supporting critical activities before and after the sale, ensuring that every customer enjoys a seamless and positive experience from start to finish that promotes long-term loyalty. From contract acceptance till activation, training, enabling customer proficiency, supporting internal and external end-users with installation, configuration, testing, and troubleshooting MSA product software applications.

The candidate’s track record must clearly demonstrate the following character traits:

• Ownership-driven (strong sense of ownership and accountability for customer outcomes)
• Calm under pressure
• Structured problem solver (clear communicator with both technical and non-technical stakeholders)
• Enthusiastic customer focus, Good communicator
• Detail-oriented, Organized, Process Driven
• Commercial awareness
• Comfortable with technology and related concepts
  
  
  

Location: preferably Sydney, a hybrid role

Key Responsibilities

Customer Success

Pre-Sale Activities

• Manage the MSA+ Agreement process, including coordinating and responding to all Q&A related to the agreement.
• Liaise with various stakeholders to manage all queries and clarifications from customers and the sales team regarding the agreement.
  
  
  

Post-Sale Activities

• Execute the full onboarding and adoption process for customers in the assigned region or segment; proactively identify obstacles and drive cross-functional solutions.
• Manage the contract workflow, including following up on electronic offs directly with customers and verifying product registration.
• Deliver ongoing customer training to ensure successful and continued adoption of connected solutions.
• Conduct regular customer check‑ins, identify needs, and drive expansion opportunities within the designated region/segment.
• Manage contract renewals for assigned customers, achieving required KPIs for retention rates, support Warranty Process, support product loss replacement.
• Drive strategic customer engagement by analyzing feedback from regular check-ins with customers and drive necessary actions by translating insights into actionable improvement initiatives on the service platform or customer experience overall.
• Coordinate communication (customer needs, action plans etc.) between various stakeholders (inc. Safety io) in order to discern and prioritize next steps by implementing necessary enhancements and service development.
• Provide basic technical support, including troubleshooting connectivity issues, and communicate technical information effectively to non‑technical audiences.
• Develop an Account Plan for selected top tier Customers and clear KPIs for successful management.
  
  
  

Process Improvement

• Recommend and assist in implementing improvements to customer success processes, services, and team operations.
  
  
  

Technical Support (preferred):

• End‑User Support: Provide support to both internal teams and customers by helping them install, set up, test, and resolve issues related to MSA software products.
• Collaboration with Teams: Work closely with Customer Service and Sales Teams to help solve any software installation challenges. Assist customers with difficult issues and involve the engineering team when additional help is needed.
• Collaboration with Engineering: Support the Engineering Team by trying out new or updated MSA software, checking how it works in real situations, and giving feedback on any issues found.
• Technical Support Management: Managing all technical support matters for across the ROA & ANZ and serving software-related issues.
  
  
  

Qualifications

Required Skills & Competencies

• 2-3 years of Customer Success experience in a fast-paced environment.
• Demonstrates strong administrative capabilities and excellent customer service skills
• Ownership-driven, experience supporting customers through onboarding, adoption, and issue resolution.
• Direct experience working with external customers and internal cross-functional teams (Sales, CS, Service, IT, Engineering, Support).
• Customer-focused, detail-oriented, organized, and ambitious
• Strong communication skills and the ability to work independently with minimal supervision
• Comfortable with technology and data-driven insights
• Effective coordination within cross-functional teams
  
  
  

Technical requirements:

• Microsoft Office 365 (Outlook, Teams, Power BI, OneDrive), Web conferencing tools (Teams, Webex, Zoom)
• General understanding of software applications, cloud-based platforms, and system integrations
• Experience with installation, configurations and troubleshooting software or connected systems
• Basic networking knowledge to support software deployment
  
  
  

Experience (preferred):

• Additional customer care experience in a high-pressure environment.
• Experience working with technology, digital platforms, or connected/software‑enabled solutions
• Experience in Technical Support, Application Support, or related customer-facing role.
• Experience operating in a regional or multi-country environment
• Experience in service contracts or subscription lifecycle management
  
  
  

Languages:

English