Senior Customer Success Manager

• A role that cannot be worked remotely outside of Darwin.
• Drive your passion for relationship management in a dynamic role.
• Join a company that vales you with bonus days for every employee.

About the role

As a Customer Success Manager at NEC Australia, you will take on a pivotal role by leading and driving our Managed Services for a government client. As the Customer Success Manager, you will serve as the primary liaison between the customer and NEC, overseeing the delivery and performance of IT Network Services. You’ll collaborate closely with the customer to resolve service issues and report on performance. Your responsibilities include managing service delivery to meet contractual commitments and driving continuous improvements.

In this role, you'll ensure our IT services align with the customer's strategy, goals, and objectives, delivering them efficiently and cost-effectively.

What you'll be doing

• Serve as the primary point of contact for assigned customers, ensuring their ongoing success and satisfaction
• Proactively identify and address customer needs, pain points, and growth opportunities
• Collaborate cross-functionally with implementation and IT support teams, to deliver exceptional customer experiences
• Provide regular performance reporting and insights to customers and internal stakeholders
• Contribute to the continuous improvement of customer success processes and best practices

Skills & Experience

• Proven success in a customer-facing role, ideally within the Information & Communication Technology industry, supporting IT Network Infrastructure or similar environments.
• Exceptional communication and interpersonal skills, with the ability to build trusted relationships with stakeholders at all levels.
• Strong passion for delivering outstanding customer experiences and contributing to client success.
• Extensive experience in IT managed services or IT-focused service delivery environments.
• Solid background in leading, managing, and developing technical or diverse operational teams.
• Oversee daily IT operations and service delivery.
• Manage change initiatives to ensure system availability, performance, and reliability.
• Capable of engaging with all levels of technical and managerial staff.

What's in It for You?

• Enjoy bonus and wellness days after six months with NEC.
• Access discounted health insurance through corporate partners.
• Take advantage of great deals on retail, entertainment, travel, vouchers, and movie tickets.
• Receive 14 weeks of paid parental leave.
• Get up to four paid volunteer days annually.
• Option to purchase additional leave.
• Free confidential counseling for employees and their immediate family through our employee assistance program.
• Benefit from salary sacrificing options (car leasing, superannuation, etc.).
• Participate in health and wellbeing programs, and more.