NSW - Customer Success Manager - CoOps Managed Services

To be successful in this role, you will need to have excellent customer service and communication skills. Someone who thrives on turning chaos into order.

You will be able to communicate effectively with both technical and non-technical stakeholders, understand their business needs and gaps, and deliver outcomes that meet or exceed their expectations. You will be comfortable working in a hybrid environment, where you can balance working from home and onsite with clients as required.

Your previous experience may not mirror the above role, please don’t let this deter you, if you believe you experience equates to some of this role please apply. We are looking for the right person not the perfect person to fill this place, there is plenty of capacity to teach & grow your skill

About the team

Due to continued, rapid growth, we have an exciting opportunity for a Customer Success Manager to join our Arinco Co-Ops Managed Services team. Our team is a modern managed services capability that supports Microsoft cloud-native products. We base our service around 4 key themes: quality, automation, reliability, and proactivity. Our flexible approach and deep technical expertise are our key differentiator in the market.

About the role

You will have the opportunity to drive customer success on your accounts and contribute to continually building and improving a CSM capability with an emphasis on a modern cloud-only approach. Your key responsibilities will include:

Responsibilities

- Creating meaningful, trust-based relationships with our customers and colleagues
- Own and manage customer escalations
- Stakeholder management
- Always representing the voice of the customer - thinking from the customer’s perspective to ensure our team is aligned with their needs.
- Working with C-level stakeholders to build and run modern support solutions
- Acting as the customer voice in assisting a team of technical resources in delivering technical outcomes for customers

Contracts

- Working with customers to renew and modify existing contracts, and identifying new business opportunities with existing customers (we will teach you contracts)

Governing

- Governing small projects for new or existing customers such as transitions or enhancement work
- Delivering an agile approach to customers looking to improve existing or develop new services
- Provide regular reports on our performance and status of the contract
- Facilitation of regular client meetings to discuss support requests, issues, and processes
- Tracking team, workload, priorities, and progress
- Evangelising and taking part in Continual Service Improvement for our customers
- Monitoring and looking for TOIL/waste that can be reduced
- Ensuring you track proactive vs reactive time on your customers so that proactive time outweighs reactive time

On Call

- Provide major incident management on call support after hours on a rotating roster with the other CSMs. For this you will receive additional remuneration.

Our ideal person will have some of but not all the following:

- Essential: “Make it happen”/ results orientated attitude. Willing to drive work to get outcomes
- Essential: proven track record of exceptional customer service experience
- Essential: Strong communication and interpersonal skills
- Essential: Coachability – open to feedback and happy to be taught and learn
- Comfortable working in a fast-paced and dynamic environment
- Ability to effectively present & deliver to remote audiences
- Ability to deal with ambiguity
- Ability to manage in complex and crisis situations in a calm manner
- A resilient personality that can deal with adversity and challenges within IT

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