Customer Success Associate

1 month ago

Canberra, Australia CDC Data Centres Full time

**About us**:
Established in 2007, CDC Data Centres is Australia’s leading operator of sovereign, secure, world-class data centre facilities.

Headquartered in Canberra with multiple facilities in the ACT, NSW and New Zealand, CDC’s diversified operations provide secure data centre configurations that support co-location, containerised and hyperscale compute environments with all campuses interconnected with high-speed carrier grade networks.

At CDC we are passionate about creating an inclusive workplace that promotes and values diversity. We believe that everyone’s unique experiences enable us to deliver meaningful benefits for our people, our clients, and communities. Our mission is to attract, retain and grow the world’s best data centre team.

Our people are responsive, innovative, and trusted in supporting our customers. Together, we configure the landscape to meet the security, reliability, connectivity, and sustainability needs for today and tomorrow.

**About the role**:
**As the Customer Success Associate, you’re responsible for assisting with the management of clients of CDC Data Centres. You are primarily responsible for the coordination and assistance with reporting and administrative activities of customers and other major service providers.

Other responsibilities include:

- Respond in an efficient and timely manner to all client queries and work requests.
- Develop and implement reporting processes and procedures.
- Ensure reports are accurate, timely, and adhere to established standards.
- Identify opportunities to improve reporting and data management practices.
- Collaborate with other areas to understand their reporting needs and requirements.
- Oversee the development and delivery of reports to stakeholders.
- Collaborate with key stakeholders to identify and mitigate risks and implement controls to prevent potential issues.
- Organise and maintain files and databases.
- Attend meetings on behalf of CDC to represent the team, take notes, report outcomes, and accept meeting actions.
- Liaise with service providers, when required, for the delivery of client works.
- Coordinate and oversee the delivery of managed services from commencement to completion.
- Provide regular progress updates to internal and external stakeholders.
- Working with major customer staff to understand their immediate and future requirements for works and potential footprint growth.
- Provide regular progress updates to internal and external stakeholders.
- Facilitate and organise change requests with client in consultation with CDC’s operation team, ensuring all client documentation is completed prior to the submission of change requests.
- Raise and manage access tickets via CDC and customer systems.
- Support with audit of access tickets and access permissions to ensure compliance with client security procedures.
- Adhere to and ensure compliance with CDC and client operational procedures and contractual requirements.
- Participate in regular client business meetings, reviews, and audit activities.
- Prepare and deliver presentations to senior management and other stakeholders, as needed.
- Contribute to the broader CDC team financial and operational objectives such that the business achieves the corporate goals set each year as well as the group’s long-term goals.
- Other duties as directed from time to time.

**About you**:

- Sound internal and external stakeholder management skills.
- Strong communication skills
- Strong knowledge of Microsoft 365 suite.
- Strong documentation and compliance skills.
- Excellent troubleshooting skills.
- Display a strong commitment to customer service with a focus on deliverables.
- Ability to work flexible hours and to respond to changing requirements and priorities.

**Essential**:

- Australian citizenship and ability to obtain, an NV1 Security Clearance

**How to Apply**:
If you are looking for an opportunity to play a vital role in a fast-growing Australian technology company and be part of our amazing team, please submit your resume and cover letter by clicking Apply.

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