Customer Success Specialist

We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

**This opportunity**

The Customer Success function delivers value-add personalised service and care to our top-tier, high value customers. The **Customer Success Specialist** is responsible for the end to end user experience and service lifecycle of a customer(s) telecoms estate.

With a focus on personalised & dedicated service management, improvement and development, the CSS will lead customer centric projects, provide spend analytics, conduct service reviews and support VIP escalation management.

As an account lead, the CSS will drive customer growth and new service/sales opportunities by developing close and meaningful relationships with their customer key stakeholders and truly understanding customer business objectives. The CSM will improve the customer experience, maintaining positive brand perception and ensuring TPG Telecom is recognized amongst customers for service excellence in support of business growth aspirations.

This is a 12-month fixed term contract opportunity initially.

**Responsibilities**
- To support allocated customer(s) on bespoke service requirements and national account teams, in the delivery of projects across customer onboarding / service delivery & billing / technical support
- To proactively identify and implement personalised service enhancements, procedure improvements and governance plans, in line with allocated customer(s) requirements
- To support the allocated customer IT&T teams with all day to day activity and in life service
- Provide effective whole of in life service for the allocated customer(s) including but not limited to catalogue management, provisioning, billing support, reporting, troubleshooting & customer escalations
- Working cross functionally to develop deep, long-term “trusted partner” relationships between TPG Telecom and senior customer stakeholders
- Maintaining effective customer contact through regular structured meetings and delivering formal business performance reviews monthly/quarterly as required
- Work location based on-site at customer’s premises as required
- Adhere to TPG Telecom policies and procedures as introduced and varied from time to time
- Implementing personalised customer success and governance plans that capture critical customer success factors and strategies for assisting customers to achieve them
- Drive strong Governance for your allocated customer/portfolio
- Responsible as the primary point to address service management issues with the customer (both internal and external)

**Knowledge and experience**
- Proven relationship management skills within customer and cross functional team environments
- Previous experience of working with/ interest in Apple products is highly desirable
- Ability to deal with high pressure situations and changeable environments
- Builds outstanding relationships with customers and peers alike/ Forward looking with a holistic approach
- Excellent organisation and communication skills (written and oral)
- Experienced in the development of customer facing reports and data analysis
- Emotional resilience, including the ability to work effectively and efficiently under pressure in a 24 / 7 environment
- Exposure to a sales environment within the IT&T environment is desirable
- Retail sales experience with an exposure to Apple products is highly desirable
- Understand technology and be able to discuss technical issues
- Microsoft Office Suite, Salesforce & Siebel/CRM software experience advantageous to the role
- Flexible approach to work

**Benefits and perks**
- Flexible hybrid way of working (work from home and office)
- ‘Stay Connected Mobile’ - Access to a free mobile plan
- ‘Stay Connected NBN’ - Access to a free NBN 100 plan
- ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts

**Our TPG Telecom Spirit**

We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. You will join a supportive company that is diverse and inclusive, and celebrates what makes our employees different, as well what brings us together. We want you to bring your true self to work, and to feel like your contribution matters. We encourage ambition in everything we do, from telco solutions to customer experience, to community impact. You will have real opportunities to take charge