Customer Success Manager

3 weeks ago

Perth, Australia NEC Australia Full time

**About the role**

Reporting to the Manager of Customer Success in WA. This is an opportunity to leverage your passion in customer service and become a key partner between the customer’s ITIL based functions and NEC. This role is responsible for the management of operational ITIL delivery utilised to provide contracted service commitments and continual service improvements.

The Customer Success Manager will be working closely with service operations team and other CSM’s to ensure that contracted Service Level Agreements are met, and be required to drive the business objectives established for the account.

The role is also responsible for ensuring IT Services are aligned with the customer’s IT strategy, goals, and objectives while ensuring the services are provided in a timely and cost-effective manner.

**Responsibilities include**
- Leading the Service Enablement Team to deliver core ITIL and enablement services across our customer accounts, working in collaboration with peers across the business
- Ensuring customer satisfaction is key to succeed in the role
- Delivering accountabilities for the contracted customer outcomes, delivering optimised services through a matrixed or direct resource model.

**Skills & Experience**
- Proven management roles in an IT services environment.
- Competency in managing and progressing ITIL based service teams
- Experience in contract management - ideally within managed services contracts
- Ability to effectively communicate with all levels within the business (Executive through to technical teams)
- Ability to influence others and present compelling proposals
- Strong problem-solving skills to guide teams to troubleshoot effectively

**Qualifications Preferred**:

- ITIL Service Delivery

**Benefits and Perks**
- Attractive salary on offer
- Flexible working arrangements
- Continues learning & Development Culture
- Work alongside passionate and like-minded people

**Our Purpose**

NEC creates the social values of safety, security, fairness and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential.

**About NEC**

NEC has a rich history of bringing humanity and tech with our vision to orchestrate a brighter life; we are committed your personal and professional development. You will have access to our on-demand learning portal, excellent Health & Wellbeing program and volunteer for our CSR activities. Some of our benefits include generous leave options. You will also have access to our Rewards Gateway to avail great discounts on tech, food and lifestyle products.

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