Customer Success Manager

1 week ago

Melbourne, Victoria, Australia QPC Australia Full time

QPC Australia is a trusted provider of Contact Centre as a Service (CCaaS) solutions, helping large enterprises optimise their Genesys Cloud, Verint, Amazon Connect, and other cloud-based platforms. We focus on delivering exceptional customer experience solutions through managed services, professional services, and AI-driven innovations.

About the Role

We are looking for a Customer Success Manager (CSM) to proactively manage and support existing enterprise customers, ensuring they get maximum value from their contact centre platform.

As a trusted advisor, you will work closely with key stakeholders to help them optimise platform performance, drive adoption, and identify opportunities for continuous improvement. You will also collaborate with QPC's Professional Services and Support teams to ensure smooth service delivery and customer satisfaction.

This role is based in Melbourne and requires up to 50% onsite engagement with our internal teams and customers, making strong relationship-building skills essential.

Key Responsibilities

  • Own and manage a portfolio of enterprise accounts, ensuring customers achieve their desired outcomes from their CCaaS platforms.
  • Develop a deep understanding of each customer's business objectives, challenges, and contact centre strategies.
  • Proactively engage with customers to provide insights, best practices, and recommendations to enhance their platform utilisation.
  • Work closely with customers to drive user adoption, increase operational efficiency, and maximise ROI.
  • Identify upsell and cross-sell opportunities, collaborating with the sales team to position additional services or solutions.
  • Lead customer business reviews and success planning sessions to align solutions with their evolving needs.
  • Partner with QPC's Support and Professional Services teams to ensure seamless service delivery and continuous improvement.

Key Skills & Experience

  • Proven experience as a Customer Success Manager, Account Manager, or similar role in the CCaaS, contact centre, or cloud technology industry.
  • Strong understanding of contact centre operations, cloud-based platforms, and workforce optimisation solutions.
  • Excellent stakeholder management and relationship-building skills, with the ability to engage at all levels of an organisation.
  • Experience in driving adoption, optimising platform usage, and delivering measurable value to customers.
  • Ability to identify business opportunities, contribute to account growth, and support customer retention.
  • Strong problem-solving skills and the ability to work cross-functionally with sales, support, and professional services teams.
  • Melbourne-based, with the ability to be onsite with customers at least 50% of the time.

Why Join QPC Australia?

  • Work with leading enterprise customers to help them optimise their contact centre solutions.
  • Hybrid role with a mix of onsite and remote flexibility.
  • Be part of a highly skilled, customer-focused team dedicated to delivering value.
  • Opportunities for growth and career development in a leading CCaaS solutions provider.

If you have a passion for customer success, relationship management, and cloud contact centre technology, we'd love to hear from you

Seniority level

Mid-Senior level

Employment type

Full-time

Industries

IT Services and IT Consulting

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