Propeller is a well-established force in the drone mapping and worksite management space, but we’ve maintained that young, scrappy start-up energy that helped us establish that presence in the first place.
We’re certainly not a suit-and-tie environment, but we’ve got no slouches in our ranks, either. We’re fascinated with solving hard problems in uncharted territories. Each team member is empowered to approach, own, and solve problems creatively. We listen to each other, never stop learning, own our mistakes, and collaborate effortlessly.
Want to know what our team actually says about us? Check out our Glassdoor reviews.
As our Customer Success Engineer, you'll make sure all of our customers are collecting the best possible survey data, getting maximum value from it and addicted to the Propeller software platform. You will manage a dedicated book of accounts and deliver superior service across the customer lifecycle to ensure customer satisfaction, identify up-sell and expansion opportunities and prevent customer churn.
You will be directly responsible for ensuring that your customers - whether they’re in the construction, mining, aggregate or landfill industries - are successful in achieving their desired outcomes and continually realising value from Propeller’s hardware and software solutions. This role will be based out of our Surry Hills office, with occasional customer-related travel. This is not a remote position.
To do this you'll be:
Supporting your customers across each phase of the customer lifecycle, from post-sale introductions, kicking-off the relationship, onboarding and training, using the platform to measure and analyse survey data across multiple worksites and projects, renewal and expansion.
Onboarding and training new customers to ensure they have everything they need to be successful. This includes:
Getting the customer ready for their first flight
Educating them about the correct way to capture survey data with their drone
Ensuring they understand how to correctly place ground control points for increased and unparalleled accuracy
Walking through the visualised survey data in the form of 3D maps
Helping them use the platform to take site and stockpile measurements
Educating them about how they can use their data to report on site progress
Partnering with the Tech Support team on any hardware-related issues that your customers are experiencing.
Responsible for maintaining net negative ARR churn within your accounts and working closely with the Account Management team on renewals.
Working closely with our Product and Engineering teams to make sure customers’ needs and wants are communicated internally in the form of new feature requests and identifying bugs or edge cases.
Participating in Customer Success team meetings, contributing to quarterly team goals and supporting projects to improve team efficiency and scale as part of creating, refining and improving Customer Success processes and documentation.
Collaborating with Sales to ensure successful hand-offs as part of the post-sales process, and to identify up-sell and expansion opportunities during the lifecycle of the account.
Keeping your industry and technical knowledge current so that you can best support your customers and any future product launches that impact the customer experience.
You have at least 2 years of experience managing a dedicated book of customer accounts at a SaaS company, with a proven track record of delivering exceptional service and preventing customer churn.
Knowledge of how to use customer success tools and software to prioritise your time, track account-related activities, manage customers across lifecycle phases and escalate potential churn risks.
Prior experience with remote sensing, photogrammetry, point clouds, ground control points, and/or surveying.
Balance reactive problem-solving with proactive customer outreach across your accounts, including regularly reengaging with inactive customers.
Strong technical skills and the ability to pick up new technology fast and drive your own learning.
The ability to explain complex concepts in simple terminology for customers with varying levels of technical expertise.
Knowledge of the construction, aggregate, mining or landfill industries is a plus (although not required).
You’re data-driven with a bias towards action, and you’re not afraid to get your hands dirty in support of your customers.
Strong communication skills, both verbal and written, and proven experience supporting customers over video, phone, email and chat.
Great interpersonal skills: you have the ability to gel with our customers, collaborate with your team members and thrive in a rapidly-changing environment as the business grows and scales.
Ability to travel 10% of the time for customer site visits.
Highly preferred, but not required:
Prior knowledge of UAVs and visualization platforms.
Prior experience with remote troubleshooting.
Have remote pilot license (part 107). If you don't have one yet, that's ok, we'll help you obtain this within your first 60 days in the.
We’re really proud of our Glassdoor rating and, according to our Culture Amp survey, 100% of people here would recommend us as a great place to work. We offer employee stock options, paid parental leave, and a beautiful office with stocked kitchens in Surry Hills, not to mention the best roof deck in Sydney. We take being a good place to work pretty seriously.
Propeller is for everyone. We’re an equal opportunity employer who celebrates diversity. Your gender, age, religion, sex life, or skin colour won’t make a difference here. If you’re smart and good at what you do, come as you are.