Customer Success Manager

1 week ago

Council Of The City Of Sydney, Australia Genesis It Recruitment Full time
Customer Success Manager / Service Delivery Manager Permanent Full Time Sydney CBD

Office Location Hybrid Working Arrangement Company Overview:

A trusted and respected Cyber Security company specialising in comprehensive tools, expertise, and support to enhance organisations' security posture and readiness against evolving cyber threats.


Position Overview:

The Customer Success Manager / Service Delivery Manager will be responsible for driving customer satisfaction and service excellence by overseeing service delivery initiatives, facilitating customer or platform onboarding processes, and enhancing the overall customer experience.


Key Responsibilities:
Take ownership of the end-to-end service delivery process, ensuring that all client requirements are met.
Lead the service delivery efforts, collaborating closely with internal teams to meet client needs and SLAs.
Manage customer expectations, service deliverables, and project timelines Implement best practices for incident management, problem resolution, and escalation procedures.
Develop and maintain service delivery processes, and metrics to optimise performance and client satisfaction.
Manage the end-to-end customer onboarding process, ensuring seamless transitions and successful implementations.
Coordinate platform integration activities, providing technical guidance and support as required.
Lead and inspire the customer success team, providing guidance, support, and mentorship.
Cultivate strong relationships with key stakeholders and advocate for customer-centric approaches.

Key Requirements:
Bachelor's degree in computer science, information technology, or relevant industry qualifications.
Min.

5 years of experience working as Service Delivery Manager / Customer Success Manager / Project Manager within an IT Professional Services / Managed Services / Cyber Security domain.

Experience in managing the end-to-end customer onboarding process, including establishing timelines, defining milestones, and ensuring a smooth transition.
Experience in estimating, planning and tracking, resource utilisation, change management and risk/issue management.
Experience in implementing and enforcing best practices for incident management, problem resolution, and escalation procedures.

Technical background with proficiency in enabling the successful coordination of platform integration activities and providing technical guidance and support to clients as needed.

Excellent communication skills, with the ability to convey technical concepts to non-technical audiences and build rapport with clients.
Familiarity with ITIL framework or IT Service Management principles.
Exceptional organisational skills, attention to detail, and a proactive approach to problem-solving.

While experience working in cyber security is desirable, but not essential, candidates with a strong technical background and relevant experience in customer onboarding and platform integration can also excel in this role.


Salary Package:
$130 K-$150 K Base + Super.

(depending on experience)Job Ref:

TO APPLY:
please click on the appropriate link.

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What can I earn as a Customer Success Manager
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