Customer Success Specialist

4 weeks ago

Perth, Western Australia Data#3 Ltd Full time
About the Role

Data#3 Ltd is seeking a highly skilled Customer Success Specialist to join our team. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer experiences through proactive support, managing escalations, and collaborating with internal teams to enhance customer satisfaction.

We are a leading ASX200 listed company with a culture built on five core values: Honesty, Excellence, Agility, Respect, and Teamwork (HEART). With over 1,400 employees across 12 locations in Australia and Fiji, we have been voted HRD's Employer of Choice for the last 9 years.

Key Responsibilities
  • Serve as the primary contact for new customers, guiding them through the onboarding process and ensuring timely activation of services.
  • Assist customers with the transition to Cisco Smart and other evolving licensing models.
  • Proactively engage customers to ensure services are up-to-date and address any issues to enhance their overall experience.
  • Collaborate with internal teams to resolve technical issues and manage customer escalations effectively.
  • Monitor dashboards and respond to alerts, ensuring proactive management of customer environments.
  • Provide regular updates and act as the voice of the customer, driving improvements and feedback to internal teams.
  • Identify opportunities for expansion and work closely with sales teams to generate new leads.
About You
  • You're adept at building relationships and have strong communication and interpersonal skills.
  • You're highly organised, able to juggle multiple priorities, and have a keen eye for detail.
  • You bring strong problem-solving skills, with the ability to tackle technical issues and work cross-functionally to resolve challenges.
  • You're self-motivated, with the ability to work both independently and within a team, adapting to changes as they come.
  • You are proficient in Microsoft Office Suite and ITSM tools.
Nice to Have
  • Solid understanding of Cisco, Microsoft, or other vendor software and services.
  • Experience in service delivery or customer success within the tech industry, particularly SaaS or cloud platforms.

Data#3 Ltd is committed to providing a safe and inclusive work environment. As part of the recruitment process, reference checks and verification of your right to work in Australia will be requested. You may also be required to undertake background checks and police checks for security clearance pertaining to specific job requirements.

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