Customer Success Manager

**About us**:
Established in 2007, CDC Data Centres is Australia’s leading operator of sovereign, secure, world-class data centre facilities.

Headquartered in Canberra with multiple facilities in the ACT, NSW and New Zealand, CDC’s diversified operations provide secure data centre configurations that support co-location, containerised and hyperscale compute environments with all campuses interconnected with high-speed carrier grade networks.

At CDC we are passionate about creating an inclusive workplace that promotes and values diversity. We believe that everyone’s unique experiences enable us to deliver meaningful benefits for our people, our clients and communities. Our mission is to attract, retain and grow the world’s best data centre team.

Our people are responsive, innovative and trusted in supporting our customers. Together, we configure the landscape to meet the security, reliability, connectivity and sustainability needs for today and tomorrow.

**About the role**:
As a Customer Success Manager, you will own the success of CDC’s customers, ensuring seamless onboarding, project delivery lifecycle, and full customer satisfaction. The role will see you driving the successful delivery of the requirements of the customers and includes stakeholder management, project management and coordinating internal teams to drive performance outcomes and process improvements. You will act as the conduit between customers and CDC, making sure that clients are aware of all of CDC's services. To be successful in this role, you are a highly organised individual with great attention to detail and the ability to juggle and manage multiple competing priorities. You will need to be meticulous in understanding the contractual deliverables and strive to exceed customer expectations.

**Other responsibilities include**:

- Develop and manage relationships with customers/partners in support of pre and post sales activities to continually drive high levels of customer satisfaction.
- Engage and leverage wider CDC teams as appropriate.
- Develop CDC’s relationship with major customers, their on-site teams and their customers.
- Provide support for the delivery of the contract/contracts against any required KPIs.
- Generate, develop and deliver client reporting and contract compliance.
- Prepare client reports and obtain an internal review prior to them being sent externally and then assist clients understanding of the reports and answer queries.
- Facilitate and coordinate client monthly business reviews, quarterly operational and security audits and other client compliance activities as required.
- Assist with the coordination of managed services projects including sourcing of quotations from partners/suppliers and ensuring works are delivered to a high standard and signed-off by the client.
- Respond in a timely manner to all client queries including operational matters and sourcing of project quotes/proposals.
- Develop company policies and procedures to systemise the delivery of major customer requirements.

**About you**:

- Minimum 5-7 years’ experience in Service Delivery and Project coordination in a similar position
- Demonstrable experience managing services for large customers
- Experience in leadership with demonstrated career growth in customer management
- Strong written and verbal communication
- Contract management
- SLA and performance reporting
- Strong problem-solving ability
- A desire to take responsibility for customer satisfaction
- Nurture relationships with key stakeholders and influencers
- Be the advocate of your clients, and align to their strategic plan
- Identify and assist with key growth opportunities
- Work effectively with delivery leads to ensure consistent and clear communication on existing projects
- Achieve client satisfaction, retention and growth targets as per account plan
- Competency in Microsoft Office suite, Microsoft Project toolsets and source code management

**Essential**:

- Australian citizenship and ability to obtain, an NV1 Security Clearance

**How to Apply**:
If you are looking for an opportunity to play a vital role in a fast-growing Australian technology company and be part of our amazing team, please submit your resume and cover letter by clicking Apply.