Customer Success Manager

21 hours ago

Sydney, Australia SG Consulting Limited Full time

SG Consulting is an IT consulting firm based in New Zealand, Australia, and India and the business leaders come to us when they want enduring results. We find value across boundaries, develop insights to act on, and energize teams to sustain success.

We are looking for a **CSM (Customer Success manager)/Program Director** for one of our clients in Sydney, Australia

**Short Description**:
Suppose your passion is to work with managerial & technical expertise to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers. Then this role is for you.

**Skills, Qualifications and Experience Required**:

- This role is open for Sydney, 7 + years’ experience leading the delivery of enterprise-level IT consulting projects Prior track record for delivering fixed-fee/T&M projects
- Bachelor's Degree or equivalent experience.
- Ability to travel to Multiple client locations to deliver professional services as needed.
- Managed technical projects consisting of 200+ or more people totaling over 20 mil budget Managed and delivered IT engagements for a ET500 or Fortune 1000 company.
- Has at least one active project management certification (e.g., APM, CSM, PMI-ACP, PRINCE2) Experience and Certifications.
- Managed engagements using both Waterfall and Agile/Iterative methodologies.
- Good to Have Experience in Managing Delivery for Media Customer and/or in a Data focused business.

**Role and Responsibilities**:

- Develops and nurtures senior management relationships with the customer.
- Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.
- Understands customer at local, country, region & WW level to analyze delivery requirements & contribute to customer strategic business plan.
- Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.
- Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.
- Owns expense/cost target commitments for all service delivery requirements developing, implementing & monitoring expense controls.
- Ability to effectively and proactively manage risk for medium to high risk projects.
- Hires, leads and provides managerial & technical expertise to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans.
- Develops & leads AST & all delivery organizations to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination.
- Develops & manages account service delivery plan. Contributes to strategic account plan.
- Consults in presales & change order negotiations, representing & approving delivery capability & cost solution.
- Develops & manages account service delivery plan. Contributes to strategic account plan.
- Negotiates with and manages 3rd party vendors contributing to contractual requirements.
- Identifies incremental revenue opportunities and supports pursuit activities.
- Assures compliance with client and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.
- Contributes to knowledge management capture, documentation & publication to drive organizational maturity.

Schedule:

- Day shift

Ability to commute/relocate:

- Sydney NSW: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (preferred)

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