**Dynamic Service Delivery Expert**

7 days ago

Melbourne City Centre, Victoria, Australia ETE Group Pty Ltd Full time

About the Role:

This is an exciting opportunity to join ETE Group Pty Ltd as a **Senior Customer Success Manager - ERP/Dynamics 365**. As a key member of our team, you will be responsible for delivering exceptional service to our prestigious customers across the region.

Key Responsibilities:

  1. Meet regularly with clients to review the status of products and services, including active and completed projects, changes, problems, and critical incidents.
  2. Prepare and present client operational and service reports to ensure transparency and accountability.
  3. Liaise strategically with clients around their issues register/roadmap to drive service initiatives and improvements.
  4. Act as the primary point of contact for clients for non-BAU matters or escalations, providing timely and effective resolution.
  5. Oversee client communication during critical incidents, problems, changes, and projects to ensure seamless service delivery.
  6. Review client feedback, team input, and performance data to implement changes to improve service quality and efficiency.

Requirements:

  • Minimum 3 years' experience as a Service Delivery Manager/Customer Success Manager, including with customers with a high volume of seats.
  • Strong knowledge and experience of ITSM processes, including driving service initiatives.
  • Demonstrated experience in project management, service delivery, client management, and leadership.
  • Exceptional stakeholder management skills, including the ability to build support for improvement initiatives.
  • Strong negotiation skills.
  • Thorough conceptual understanding of the products and services we provide and manage for clients, including Dynamics 365 F&O.
  • Ability to investigate and find solutions to process, technical, or business issues.
  • Previous experience working for an MSP, Professional Services Company, Software Consultancy, or similar business is a significant advantage.

About ETE Group Pty Ltd:

ETE Group Pty Ltd is a Microsoft-Focused Business Applications Tech Consultancy that is one of the Region's true IT Services and Solutions heavyweights. We have a fabulous reputation within Microsoft themselves and are acknowledged as a 'go-to' provider of innovative, industry-ready solutions.

We offer a stable career path at any level with a wide range of benefits and work/life balance options. This is a great place to work with, and we are a true market-leader in the provision and management of specialist Enterprise-level IT services and solutions.

This is a genuinely exciting role that offers the opportunity to play a pivotal Dynamics 365 Service Delivery/Customer Success Manager role in a fast-moving, rapidly-growing company with a global reach.

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