Achieving Customer Satisfaction Specialist

6 days ago

Sydney, New South Wales, Australia beBeeSuccess Full time $130,000 - $150,000
Customer Success Role

We are seeking a dynamic and experienced professional to join our high performing team. As Customer Success Manager, you will be responsible for driving customer satisfaction and service excellence by overseeing the service desk function, managing service delivery initiatives, facilitating customer onboarding processes, and enhancing the overall customer experience.

Your key responsibilities will include:

  • Leading the service desk and service management function, ensuring prompt and efficient resolution of customer inquiries and issues.
  • Implementing and enforcing best practices for incident management, problem resolution, and escalation procedures.
  • Taking charge of service delivery efforts, collaborating closely with internal teams to meet client needs and service level agreements.
  • Developing and maintaining service delivery frameworks, processes, and metrics to optimise performance and client satisfaction.
  • Managing the end-to-end customer onboarding process, ensuring seamless transitions and successful implementations.
  • Cordinating platform integration activities, providing technical guidance and support as required.
  • Driving initiatives to elevate the overall customer experience, including soliciting feedback, analysing trends, and implementing enhancements.
  • Cultivating strong relationships with key stakeholders and advocating for customer-centric approaches.

To succeed in this role, you will need:

Key Requirements
  • A bachelor's degree in computer science, information technology, or a relevant field.
  • Proven track record in customer success management or technical service delivery within either the IT services / software / cyber security sector.
  • Experience in implementing and enforcing best practices for incident management, problem resolution, and escalation procedures.
  • Experience in managing the end-to-end customer onboarding process, including establishing timelines, defining milestones, and ensuring a smooth transition.
  • Technical background with proficiency in enabling the successful coordination of platform integration activities and providing technical guidance and support to clients as needed.
  • Demonstrated experience in effectively managing service desk and service delivery functions.
  • Excellent communication skills, with the ability to convey technical concepts to non-technical audiences and build rapport with clients.
  • Familiarity with ITIL framework or IT Service Management principles.
  • Exceptional organisational skills, attention to detail, and a proactive approach to problem-solving.
What We Offer

We offer a dynamic and supportive work environment, with opportunities for growth and development. You will have the chance to work with a talented team, and contribute to delivering exceptional results.

About Us

We are a leading provider of IT services, with a strong focus on customer satisfaction and service excellence. Our mission is to deliver innovative solutions that meet the evolving needs of our clients.

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