Customer Success Manager

3 weeks ago

Canberra, ACT, Australia Singtel Full time
About Optus

At Optus, we aim to become Australia's most loved everyday brand. Our goal is ambitious, and we're seeking a skilled professional to help us achieve it.

Salary

The estimated salary for this role is around $120,000 per annum, based on industry standards and the level of experience required.

Job Description

A Customer Success Manager - Network Services will be responsible for overseeing tactical service delivery in the Network domain for a major client. This involves ensuring the delivery of all in-scope contracted services to the agreed Service Levels within budget.

The role requires orchestrating service capabilities from communities of practice in a matrixed organisation, implementing seamless end-to-end service transition of project deliverables, and maintaining direct oversight of Major Incidents and Change in the domain.

  • Ensure SLAs are met through proactive management.
  • Manage client service escalations, driving delivery of remedial actions and recommendations.
  • Meet client satisfaction targets through frequent customer engagements.
  • Interwork with third parties to achieve client objectives.
  • Ensure Optus partner/supplier performance through management of contractual deliverables.
  • Track revenue, cost, and margin against forecast.
  • Finding opportunities for cost efficiency and productivity improvement.
Required Skills and Qualifications

To be successful in this role, you'll need a technical background in ICT Networking, flexibility, adaptability, and a passion for making things happen in a sustainable way to meet our clients' needs.

  • Australian Citizen for security clearance purposes.
  • Excellent relationship building and strong influencing/negotiation skills.
  • Extensive ICT industry and Networking experience with multiple organisations.
  • Experience with P&L management and ICT operational delivery.
  • Demonstrated ability to analyse and interpret operational data, identifying trends and issues.
  • Experience balancing operational and strategic needs, ensuring sustainable trade-offs in line with business objectives.
  • ITIL/ITSM experience and certification.
Benefits

We offer an inclusive work environment with flexible working arrangements, including 3 days in the office and 2 days remote. You'll also have access to our 'Parents at Work portal', which provides resources, webinars, and support for staff members with family responsibilities.

In addition, we provide comprehensive training and development opportunities, including an extensive online learning catalogue and facilitator-led workshops. You can even earn a MBA micro-credential via OptusU (University).

Our company values diversity and inclusion, and we encourage applications from candidates from diverse backgrounds. We're committed to creating a workplace where everyone feels valued, respected, and supported.

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