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Customer Success Manager

3 weeks ago

North Sydney, Australia VOCUS Full time

Join an ambitious Telco at an exciting phase of growth
- We pride ourselves on have a great company culture
- Do it. Own it. Love it.

Vocus is crazy about customers. We’re also crazy about our people. We empower them to
**Do it. Own it. Love it **and that’s why they choose to work for us. Here, it’s never just a job - We care about the impact we have, and that’s what connects us.

Whoever you are, you'll fit right into our team of 1400 personalities. And as you help us disrupt our industry, we’ll support you to be ‘the best you’, at Vocus and at home.

**What’s the opportunity?**

This role will help 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. This position is based in
**Sydney**.

**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**:

- Experience in the Telecommunications industry preferred
- At least 3-5 years in similar role
- 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 including
- Tertiary Qualification preferred
- Australian citizenship and Police Checks cleared, or be willing to have clearance checks done
- Previous role within a telecommunications organisation
- Excellent interpersonal, project management, communication and problem-solving skills
- Experience partnering with demanding enterprise accounts to identify and solve challenging business problems
- Experience in a high-growth, rapidly evolving context
- Willingness to travel as necessary

In return Vocus commit to a fast paced and fun workplace that is committed to career development opportunities within the company nationally and across different areas.

We have the best employee benefits such as Internet discounts, the ability to purchase leave, anniversary leave, awesome parental leave benefits. We work in a hybrid environment of 2 days in our Vocus offices and work from home 3 days each week.

Best of all we believe in flexibility and fitting your job into your life - Vocus is quite simply just a great place to work

LI-VOC

LI- Hybrid