Customer Success Consultant

Our Why
At Datacom, we work alongside organisations and communities across Australia and New Zealand to create lasting impact; helping people and businesses use the power of technology to innovate, grow, and thrive.

Every month we support more than two million customer interactions that enrich lives, solve problems, and strengthen connections. From enabling seamless experiences for end users to empowering employees with the right tools, our role is deeply anchored in the success of our customers and the wellbeing of our communities. This sense of purpose drives everything we do and is captured in our vision "Always solving."

About The Role (your Why)
As the Customer Success Consultant, you play a key role as our customer service champion someone who thrives on delivering exceptional experiences for both end users and employees. You'll combine deep platform knowledge, operational insight, and process excellence to help our customers shape the future of their contact centres and CX environments.

You'll bring credibility through lived experience in the contact centre world; able to walk the walk and talk the talk with operational stakeholders. You'll understand how CCaaS and complementary CX platforms such as Genesys, NICE, AWS Connect, ServiceNow, Salesforce, Cognigy, and Nuance fit together, and how they can enhance each other to deliver real value. You'll stay across trends in CX and EX technology, interpret them in practical terms for our customers, and turn opportunities into solutions, blending seamless experience design with compelling ROI outcomes.

Please note that to be successful in this role, you will need to be an Australian Citizen and be able to achieve Australian Government Baseline clearance.
What You'll Do

• Understand and actively participate in the contact centre market, understand customer challenges, and emerging technology trends
• Match platform strengths to customer needs and design best-fit solutions
• Develop innovative implementation approaches and change management strategies
• Work closely with sales teams to prepare proposals, solution demos, and presentations
• Partner with customers to define roadmaps that deliver value and measurable business outcomes
• Bring proactive ideas that solve challenges or unlock new opportunities
• Deliver solutions that uplift experience for customers, employees, and the organisation
• Actively work across the enterprise and build effective relationships and partnerships to solve for our customers

What You'll Bring

• Passion, drive, and energy for the CX industry and helping customers
• Ability to create meaningful, trust-based relationships with stakeholders at all levels
• Strong working knowledge of CX platforms (such as Genesys, NICE, AWS Connect, ServiceNow, Salesforce, Cognigy, Nuance) and ability to help customers understand how to get the best from them
• Commercial acumen and a knack for designing creative commercial solutions that deliver ROI
• A genuine desire to make a difference and have a positive impact on customers and communities
• Experience combining technical insight with change management practices to ensure successful adoption
• Comfort and confidence working collaboratively in large, cross-disciplinary teams

Why join us here at Datacom?
Datacom is one of Australia and New Zealand's largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You'll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand's largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.