Head of Customer Contract Management

Company Description

At NEXTDC we are building the heart of Australia & Asia's high-tech future. We design, build and operate world class, next generation data centres, using cutting edge, environmentally efficient infrastructure to service the specific requirements of local, international hyperscale customers.

NEXTDC is an exciting ASX 100-listed technology company, only 15 years young and operating 17 data centres across 7 major cities in Australia, with multiple international sites on their journey to supporting our customer's digital infrastructure.

At NEXTDC, we know that our success depends on the talents of our people, and we foster a culture of continued learning and development. Our culture is built on collaboration and innovation, we are passionate about what we do, and we are committed to our mission to be the leading customer-centric data centre services company.

Where Cloud lives and AI thrives

Job Description

As our Head of Customer Contract Management, you will build strong, long-lasting relationships to help maintain our positive reputation with our growing customer base. In this role, you'll provide strategic leadership, through management and technical knowledge to ensure uninterrupted service delivery to provide an outstanding customer experience.

You will be responsible for:

• Contract deliverables, understanding contract and SLA deliverables, to ensure compliance to customer requirements
• Relationship Management, establishing and maintaining deep customer relationships, lead client service review meetings, drive ongoing service improvement
• Working with the sales and pre-sales team to advise on realistic deal solutions and deadlines during contract negotiations.
• Success Management, proactively orchestrates resources to fulfil customers evolving needs
• Escalation Management, coordinate issue/escalation resolution with cross-functional team, preparation and delivery of postmortem reviews or Service Improvement Plan when appropriate
• People Management, responsible for leading a team of experienced Customer Success Managers who deliver lifecycle management across customer experience, service management and solutions design you will be a Senior Leader with strong people management skills and experience

Qualifications

Your proven commercial experience will see you bringing:

• 8 + years' experience in Customer Relationship Management role in the Data Centre or ICT industry
• Demonstrated experience leading, managing and coaching professional teams
• Experience in the design and architecture of highly available ICT services (data centre) in a large-scale environment
• Experience in the development of services deployed into data centre environments
• Excellent stakeholder and client-management skills with the ability to advise and engage at all organisational levels
• Strong analytical skills with the capacity to project manage and implement major change initiatives within a complex and fast paced business environment

Additional Information

• Seize this exciting opportunity to join one of Australia's fastest growing companies and play a key contributing role in the future of AI and the digital economy
• Join an inclusive, diverse and values-driven working culture supporting hybrid work practices
• Enjoy awesome employee benefits (gifted share options, NEXTDC days, volunteer days, professional development, holistic wellbeing and mental health programs and more)
• Great opportunities to progress within our company (grow as we grow)

Our mission is to continue building a diverse and inclusive workforce which represents the communities in which we operate.

Make NEXTDC your next move.