Customer Success Manager

NEC is a leading global software and solutions technology business. Over the 54 years of business here in Australia, NEC has helped future-proof organisations in a dynamic and fast changing business environment, driving growth and efficiencies through smart technology solutions, manage risk, solve workforce issues and help businesses improve their customer and employee experience. Working with government agencies and private enterprise, NEC streamlines and simplifies the complex technology requirements, working in areas including health, transport, construction, manufacturing, emergency services, corrections and law enforcement and many more.

We are now seeking an experienced and customer-focused Customer Success Manager (CSM) to lead service delivery excellence within a complex Service Integration and Management (SIAM) environment for a large Government Department.

The CSM will act as a strategic partner to stakeholders, ensuring service providers deliver integrated, high-quality service outcomes aligned with the Departments expectation and requirements.

Key Accountabilities

• Build and maintain strong relationships with government stakeholders to understand their goals, challenges, and service expectations.
• Engage with the customer to identify project and service opportunities
• Drive customer satisfaction, retention, and value realization across all service towers and vendors.
• Manage the services to ensure they are delivered within the scope of the contract and negotiate contract variations as required. 
• Monitor and report on service performance, SLAs, and KPIs, ensuring continuous improvement and compliance.
• Facilitate collaboration and integration across multiple service providers within the SIAM framework.
• Lead service reviews, customer feedback loops, and improvement initiatives.
• Translate customer insights into actionable strategies for service enhancement.
• Ensure alignment with government policies, security standards, and regulatory requirements.
• Act as the voice of the customer in governance forums and strategic planning sessions.
• Manage service risks, control service costs & improve productivity of the contract to increase profitability & continually improve cost effectiveness for the customer. Meet profitability target for the contract.

Required Experience

• Proven experience as a Customer Success Manager or similar role in large-scale IT service environments.
• Proven experience in leading, managing and progressing technical or diverse operational teams.
• Commercial / P&L management experience.
• Proven track record managing customer escalations.
• Experience in contract management – preferably managed services contracts.
• Demonstrated experience working in a leadership role as the Service Integrator.
• Demonstrated success working within SIAM multi-vendor service ecosystems.
• Strong understanding of public sector operations, compliance, and procurement processes.
• Experience with IT Service Management (ITSM) tools and frameworks (e.g., ServiceNow, ITIL).
• Background in managing service performance, reporting, and stakeholder engagement.
• Familiarity with project and program management methodologies (Agile, PRINCE2, etc.).

Qualifications & Certifications

• SIAM Foundation or Professional Certification (EXIN, BCS) prefer profession
• ITIL® 4 Foundation (mandatory); Managing Professional or Strategic Leader (preferred)
• Certified Customer Success Manager (CCSM) or equivalent
• PRINCE2® Practitioner, PMI PMP®, or AgilePM® (desirable)
• ISO/IEC 27001 Foundation or equivalent security awareness
• Eligibility for or possession of Government Security Clearance (Baseline, NV1, or higher)

Key Competencies

• Exceptional communication and interpersonal skills
• Strategic thinking and problem-solving ability
• Strong analytical and reporting capabilities
• Customer-centric mindset with a focus on outcomes
• Ability to navigate complex, regulated environments
• Conflict resolution and negotiation skills

At NEC, we offer an outstanding working environment and the opportunity to be part of a high performance team. We place great emphasis on our staff satisfaction and have a fantastic corporate culture and a highly responsive management team.