Customer Onboarding Manager

Bring your 'you' to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities.
We're better and bolder together.
TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It's our why; our reason to exist. Now, we're proud to be one of Australia's leading mobile and internet providers. We're not just redefining telco, we're changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

Your Opportunity
The Customer Onboarding Team is responsible for providing a smooth, compliant and efficient onboarding experience for Enterprise, Government & Wholesale customers ordering fixed and mobility services. This role handles all aspects of onboarding a customer so they can start using contracted services in alignment with SLAs and T&Cs. Through personalised and dedicated onboarding management, the Customer Onboarding Team will ensure customers begin their journey with TPG Telecom with an industry leading customer experience.

This will involve quality assurance of the solution design and sales proposal documentation, preparation of customer contracts, working with the customer to compile detailed requirements for installation, and managing the ordering process to ensure 100% accuracy on hardware, connectivity and product orders.

Through diligent quality assurance, Customer Onboarding Managers will ensure proposed customer solutions are complete and fit for purpose, that all approvals have been obtained and accurate paperwork is provided to the customer.

The Customer Onboarding Manager will liaise with customers and several teams in Sales, Pre-Sales, Pricing, Legal, Engineering, Credit, Provisioning, Operations, etc, to ensure that time to market is minimized and that transparency can be provided around the process. Additionally, the Customer Onboarding Manager is responsible for identifying opportunities to optimise the processes to constantly improve customer experience and the overall group performance, from discovery to service delivery.

You'll Make Impact By

• Conducting quality assurance on solution designs to ensure the solution is being successfully ordered, supported, and fully meeting customer requirements.
• Holding meetings with the customer to plan their transition to TPG Telecom.
• Conducting quality assurance on sales proposals to verify pricing is approved and correct, and raising any issues identified with the Sales Lead.
• Being a subject matter expert on Enterprise, Government & Wholesale products and services, and the technology that underpins them (including understanding detailed hardware specifications, assessing product suitability for required use cases, and identifying requirements for successful on-site installation).
• Working with the customer to compile detailed requirements for provisioning their services.
• Acting as a gatekeeper to ensure all orders are being raised in compliance with TPG Telecom policies and procedures, and appropriate sales commissions are being generated.
• Creating customer contract documents, ensuring 100% alignment with proposal and pricing documentation, and liaising with the Legal team where non-standard terms and conditions are required.
• Continuously monitoring and driving the project to ensure completion as quickly and efficiently as possible.
• Managing requests in the pipeline and providing relevant status updates to the customer and internal stakeholders.
• Quality assessing customer orders to ensure absolute alignment with the proposal and solution design documentation prior to submission.
• Consulting with customers and designing appropriate account hierarchies to meet specific billing requirements.
• Participating in process improvement initiatives in conjunction with others.

What You'll Bring

• 2-3 years' experience in telecommunications services preferably in a client facing operations/ technical support role
• A strong understanding of fixed telecommunications technology; including hardware, access layers, enterprise networks and solutions (cloud services, security etc.)
• An understanding of mobile telecommunications products and services desirable
• A strong understanding of operational processes, challenges and issues
• Past successes in contributing to business transformation projects
• Strong analytical and creative troubleshooting abilities
• Strong communications and presentation skills
• Strong organization skills with high attention to details
• Microsoft Office – Advanced
• Experience working with CRM Systems
• Reporting and data analysis experience.

What's in it for you?

• Flexible hybrid way of working (from home and office)
• 'Stay Connected Mobile' – Access to a free mobile plan
• 'Stay Connected NBN' – Access to a free NBN 100 plan
• 'Your Leave' - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Come join us and build a better future. Apply today.
Don't meet every single requirement? That's OK At TPG Telecom, we're all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don't align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us Learn more about life at TPG Telecom
here
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TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.
Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.