Customer Success Manager

Do It. Own it. Love it
- Ability to work from anywhere 3 days a week and 2 from the office
- We high five you on your work anniversary and give you a day off

The purpose of this role is to to enhance our relationship with our Key Enterprise customers by interacting and working closely with our key customer teams, providing support that goes above and beyond our customer’s expectations. Identify opportunities for continual service improvement and participate in the implementation of the Customer Success Program (CSP) that delivers exceptional brand-aligned customer service to our valued customers across all Enterprise channels.

**Responsibilities**:

- Building highly effective working relationships and rapport with customers, going above and beyond to achieve results to ensure account retention
- Be the 'voice of the customer' within Vocus and champion customer satisfaction
- Educate our customers on operational contact points and processes
- Be the point of escalation for major incidents maintaining regular customer communications and requesting post incident reviews from our business
- Providing a collaborative approach in coordinating with both internal operational teams and our customers so we can continuously exceed customer expectations
- Producing 'contractual' reports and analysis highlighting our performance against SLAs
- Identifying trends and opportunities for continuous improvements for individual customers - with a focus on demonstrating value, reducing incidents, conducting problem management and efficiency gains
- Monitor service levels to minimise breaches, and take corrective action as needed
- Identify new sales opportunities and engage the key account director where necessary and/or process via customer success coordinator structure
- As a member of the customer Success team, help to grow, develop, and actively participate in building a positive environment
- Work with cross-functional counterparts to evolve our solution offerings and improve the overall customer experience
- Share knowledge and mentor team members to meet key customer expectations
- Build and manage relationships within our business to drive program governance, build customer advocacy and generate positive customer experience
- Assist your team with constructing robust customer success plans to grow the customer relationship
- Develop a strong knowledge of the entire suite of Vocus products and solutions.

**Skills**:

- At least 3-5 years in similar role
- Experience in the Telecommunications industry preferred
- Exposure to working with Corporate Enterprise customers highly desirable but not essential
- Committed to providing an exceptional experience for our customers
- A high degree of organisational skills
- High detail in documentation and reporting on customer key metrics included
- Tertiary Qualification preferred
- Australian citizenship and Police Checks cleared, or be willing to have clearance checks done

**The extra stuff we know you want to know**

We know how to celebrate our wins and we know learning from our mistakes makes us better. We are all about flexible working and, hand on heart, we practise work life balance. We work 2 days from the office and 3 days from home per week. We high five you on your work anniversary and give you a day off. We know time off is important for balance, so we have an option to buy more leave. We embrace your unique style and let you be a master of your own style with no dress code. This is just the tip of the iceberg, so jump on our careers site or LinkedIn to find out more

**Did I hear you say, “Who is Vocus?”**
We’re a challenger business in the Telco and Energy Industry. We listened to our customers and heard that they wanted more from a network, so that’s what we’ve given them.
- We built the network thanks to our own team of highly skilled fibre engineers.
- We own our network giving us easier, straightforward access.
- We manage our network here in Australia out of our Melbourne offices.

We now have more than 25,000 km of fibre optic cable laid and operational throughout Australia, 5000 on-net buildings connected to our network.

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