Customer Experience Manager

Customer focused leadership opportunity with a highly successful Managed Services team based in Brisbane. Flexible work options available.

• Customer focused leadership opportunity
• Voted HRD's Employer of Choice since 2016
• Limited-Term opportunity

The Role:

You will be ultimately responsible for the relationship management of a portfolio of customers including the complete post-sales lifecycle. As a Customer Experience Manager, you will be the primary advocate for customer(s), guiding them along a path to success while building strong relationships and becoming a trusted advisor to the excellent Data#3 team.

As part of the Managed Service team the incumbent will be expected to:

• Develop relationships with "C" level executives to establish a trusted/strategic advisory relationship with our clients.
• Accountable for driving client satisfaction, managing client relationships, and maintaining and ensuring the delivery of services in accordance with Service Levels.
• Key responsibility to drive improvements within the service improvement framework and work closely with the relevant internal and external stakeholders to ensure the implementation of the actions agreed, monitoring service performance.
• Monitor customer profitability and manage revenue leakage.
• Conduct workshops and proactively suggest solutions to common customer challenges.
• Advocate customer needs and escalate issues inter-departmentally.
• Proactively identify and correct any issues with the Support Team that could affect customer satisfaction or retention.
• Provide customer feedback to the Solution Development teams in relation to current offerings and future requirements.
• Work with the Marketing Team to create new or refine existing on-boarding materials and case studies.
• Provide input into proposals and tenders.

The following skills and experiences are essential for this role:

• Minimum of 5 years' experience in customer-facing, Service Delivery Management, Technical Account Management
• Familiar with working with enterprise government, commercial customers, and "C" level executives.
• Ability to communicate complex technology-related business issues to audiences with a varying range of technical expertise.
• Ability to provide high-quality reporting and data trend analysis.
• Demonstrate experience growing (farming) business with customers.
• Proven influencing skills and the ability to build relationships at all levels.
• Proactive team player with innovative ideas to inspire customer loyalty.
• Exceptional verbal, written, presentation and interpersonal communication skills.
• Well-developed financial management skills.
• ITIL Foundation v2 and v3 or expert certification.

Desirable when considering applicants:

• Experience in laaS, Paas, Saas, Enterprise Architecture and Modelling.

Don't let this great opportunity pass, send your application now

Who is Data#3?

Listed in 1997, Data#3 is an ASX200 listed company reporting gross sales of $3 billion in FY25. Headquartered in Brisbane with more than 1,400 employees, we have facilities across 12 locations in Australia and Fiji.

Voted HRD's Employer of Choice for the last 10 years and named one of Australia's Best Workplaces in Technology by Great Place To Work in 2024, Data#3's culture is built on five core values; Honesty, Excellence, Agility, Respect, and Teamwork (HEART).

At Data#3, we value diversity, equity, and inclusion as key to a thriving workplace. We are committed to building a culture where everyone feels welcome, respected, and valued—and we encourage your application.

Data#3 will request as part of the recruitment process, reference checks, police checks and verification of your right to work in Australia.

Reference: KISH113331