Senior Customer Success Manager

5 days ago

Canberra, ACT, Australia beBeeService Full time $90,000 - $120,000
Job Opportunity: Service Delivery Specialist

We are seeking a highly skilled professional to oversee end-to-end service delivery to clients. The successful candidate will be responsible for ensuring service level agreements and key performance indicators are met or exceeded, coordinating with technical and operational teams to align services with client requirements, and driving continuous improvement initiatives to enhance efficiency, customer satisfaction, and scalability.

Key Responsibilities:

  • Oversee end-to-end service delivery to clients
  • Coordinate with technical and operational teams to align services with client requirements
  • Drive continuous improvement initiatives
  • Act as the main escalation point for customers
  • Collaborate with Technical Support teams and external vendors
  • Identify and mitigate operational risks
  • Lead customer communications
  • Build and maintain strong customer relationships

Requirements:

  • Demonstrated experience delivering services that meet or exceed SLAs and KPIs
  • Proven ability to coordinate across technical, operational, and vendor teams
  • Strong focus on continuous improvement and service optimisation
  • Effective customer engagement and escalation management skills
  • Experience in providing operational guidance and identifying service risks
  • Skilled in leading service communications and review sessions with clients
  • Strong relationship-building capabilities
  • Experience applying ITIL principles
  • Proficiency in preparing service reports
  • Knowledge of governance, security, and regulatory compliance requirements

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