Customer Success Manager

At NEXTDC we are building the heart of Australia & Asia's high-tech future. We design, build and operate world class, next generation data centres, using cutting edge, environmentally efficient infrastructure to service the specific requirements of local, international hyperscale customers. NEXTDC is an exciting ASX 100-listed technology company, 14 years young and operating 17 data centres across 7 major cities in Australia, with multiple international sites on their journey to supporting our customer's digital infrastructure. Our culture is built on collaboration and innovation, and we are committed to our mission to be the leading customer-centric data centre services company.

About the role:

As a Customer Success Manager at NEXTDC, you will take full ownership of ensuring our customers\' success throughout their entire journey - from onboarding to project delivery, adoption, and renewal. Your key responsibilities will include:

• Stakeholder Management: Effectively communicate and manage project stakeholders, including customers, internal teams (sales, finance, facilities, engineering) and third-party contractors to guarantee the seamless delivery of client solutions and successful project outcomes.
• Solution Delivery: Lead the provisioning of customer solutions, coordinating with the facilities team and external contractors and serve as the main liaison between NEXTDC and the customer\'s project manager to ensure all tasks are delivered on time and meet expectations.
• Project Coordination: Assist with the management of non-standard solution projects, overseeing pre-planning, detailed design, procurement and installation within the data centres.
• Performance Reporting: Manage and deliver performance reports related to solution provisioning according to an agreed schedule or as requested by stakeholders.
• Service Reviews: Participate in regular client service review meetings to discuss performance metrics, service improvements and process quality, ensuring continuous enhancement of service delivery.
• Vendor Management and Procurement: Handle vendor quotes, create purchase orders, and approve invoices to ensure the smooth and efficient delivery of customer solutions.

We are keen to see applications from experienced Customer Success or Service Delivery Managers.

• You have a proven track record in project coordination with the ability to apply these skills effectively in a mission critical environment.
• You possess highly developed communication skills with the ability to engage and manage diverse stakeholders.
• Your strong written and verbal communication abilities, combined with excellent interpersonal skills, enable you to collaborate across teams and build strong customer relationships.

This opportunity will see you working with world leaders in our space. Join our journey now and be an integral part of our success.

• Minimum 5 years + of experience in service delivery, project management or a similar customer-facing role, with a focus on managing complex projects.
• A strong background in customer relationship management, ensuring that customer needs are met throughout the project lifecycle.
• Data centre experience is desirable, though not essential.
• A degree in IT, Business, or a related field is preferred but not required if you have relevant experience.

• Seize this exciting opportunity to join one of Australia's fastest growing companies and play a key contributing role in the future of AI and the digital economy
• Join an inclusive, diverse and values-driven working culture with hybrid working practices
• Enjoy awesome employee benefits (gifted share options, NEXTDC days, volunteer days, professional development, holistic wellbeing and mental health programs and more)
• Great opportunities to progress within our company (grow as we grow)

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Customer Service
• Industries: IT Services and IT Consulting

Location: Sydney, New South Wales, Australia

Salary: A$110,000.00-A$130,000.00