Customer Service Manager

**Description**:
The Customer Service Manager's main responsibility is managing all direct and indirect service engagements, ensuring operational efficiency in the Australian region by providing leadership, facilitation, and coordination between internal and external stakeholders.

**Key Responsibilities**:

- To direct the development and maintenance of plans, practices, and assignments that prioritize customer satisfaction, identifying, quantifying, and containing the occurrence and potential impact of risks and risk events on the execution of service delivery to ensure its success.
- To exercise overall day-to-day control of customer service delivery, balancing the needs for successful customer outcomes with the skills and capabilities of the staff.
- To implement and lead an effective internal process improvement initiative that proactively identifies changes, incorporates an appropriate impact analysis, and deploys strategies for such changes across the services team, enhancing customer experiences.
- To work closely with Direct and Channel Sales Managers, Sales Executives, Head of Marketing, Support Manager, and Financial Controller to ensure a smooth transition of service from pre-sales through scoping, implementation, and ongoing support, maintaining a strong customer focus throughout.
- To work on developing processes and tools for the services SYSPRO (Australia), both internally and externally, that enhance customer value and satisfaction with efficient use of resources.
- To direct the development and maintenance of plans, practices, and assignments that prioritize customer satisfaction, identifying, quantifying, and containing the occurrence and potential impact of risks and risk events on the execution of service delivery to ensure its success.
- To exercise overall day-to-day control of customer service delivery, balancing the needs for successful customer outcomes with the skills and capabilities of the staff.
- To implement and lead an effective internal process improvement initiative that proactively identifies changes, incorporates an appropriate impact analysis, and deploys strategies for such changes across the services team, enhancing customer experiences.
- To work closely with Direct and Channel Sales Managers, Sales Executives, Head of Marketing, Support Manager, and Financial Controller to ensure a smooth transition of service from pre-sales through scoping, implementation, and ongoing support, maintaining a strong customer focus throughout.
- To work on developing processes and tools for the services SYSPRO (Australia), both internally and externally, that enhance customer value and satisfaction with efficient use of resources.
- Assist in the preparation of the annual operational budget and managing effectively within this budget.
- Proactively manage consulting resource capacity, billing performance, and revenue to targets, ensuring alignment with company, team, and individuals’ objectives.
- Work with the Head of Services to mitigate risks during service delivery, constantly evaluating and enhancing the likelihood of successful customer outcomes.
- Identify opportunities for SYSPRO Australia to leverage cross-program strengths to take advantage of new opportunities and/or address organizational challenges.
- To provide management across sub-contract engagements as requested by management and/or partners, ensuring all contractors and associated agreements are aligned with the company's service delivery objectives and quality standards.

**Skills, Knowledge and Expertise**:

- Attention to detail and quality.
- Ability to work in a hands-on, collaborative team environment while taking ownership of execution.
- Ability to read and understand service delivery contracts.
- Strong analytical and problem-solving skills
- Strong reporting ability
- Emotional intelligence
- Excellent communication skills
- Excellent Writing Skills
- Excellent Time Management

**Benefits**:

- Competitive Package
- Flexible work environment

**About SYSPRO**:
SYSPRO is a leading, global Enterprise Resource Planning software provider. SYSPRO specializes in key manufacturing and distribution industries. Established in 1978 by CEO Phil Duff, SYSPRO remains one of the longest standing privately owned vendors of ERP software in the world. With a strong commitment to channel partner growth and offices in the United States, Canada, Africa, the UK, Asia and Australasia, SYSPRO customers are backed by a team of global experts that drive maximum value out of IT systems and business solutions.