Senior Customer Success Manager

NEC is a global technology leader delivering solutions and services to customers around the world including solutions for the Safer Cities, Smart Transport, Payments, and Biometrics sectors. NEC Australia helps customers gain greater business value from their technology investments, by delivering end-to-end technology solutions, business and IT transformation consultancy, professional services, communications solutions, application and solutions development and infrastructure and applications managed services and support.

Due to ongoing growth of our global smart transport business, we are seeking a highly experienced Senior Customer Success Manager for a permanent full-time role with our Smart Transport team in Canberra to support delivery of solutions to our Australian and international customers.

About the role

The primary purpose of the Senior Customer Success Manager is to be the main interface between customers and NEC.  The role is responsible for the overall service delivery/performance of each account in their portfolio/region.  This includes P&L oversight, commercial negotiation, quotes, technical due diligence and management of a technical team.

They will work closely with the Smart Transport service delivery and product teams to ensure that contracted Service Level Agreements are met, efficiencies are identified, and to drive the business objectives established for the account/s.

The role is responsible for ensuring that Smart Transport Services are aligned with the customer’s public transport strategy, goals, and objectives while ensuring the services are provided in a timely and cost-effective manner. 

Key Responsibilities:

• Manage service delivery to customer/s in order to deliver contracted service commitments
• Work closely with managers, team leaders and technical service staff to ensure the service delivery objectives are met
• Contribute to the continual improvement of Service Delivery standards & practices for the customer contract
• Engage with the customer to identify project and service opportunities
• Form strong relationships with customers, building an understanding of their requirements and business drivers
• Contract manage the services to ensure they are delivered within the scope of the contract and negotiate contract variations as required.  Define requirements for new services as part of an IT service strategy
• Grow strategic accounts through organic revenue growth from increase products and services
• Financially manage service risks, control service costs & improve productivity of the contract.  Meet profitability targets for service contracts within their portfolio
• Participate in the bid processes for new customers and oversee the service architecture for existing transport customers
• Provide ongoing feedback to Smart Transport product teams to improve products and services

Skills / Experience:

• Proven senior experience in leadership or management roles in an IT services environment
• Proven experience in delivery services into government entities
• Significant competency in managing and progressing service teams
• Strong experience in negotiating with others, both internal and external stakeholders
• Commercial / P&L management experience
• Experience in contract management – preferably services contracts which consist of IT support and asset services
• Good understanding of the sales process (lead identification, qualification through to closure
• Ability to effectively communicate with all levels within the business (Executive through to technical teams) 
• Ability to influence others and present compelling proposals
• Proven experience in meeting customer account sales targets  

Culture

At NEC, we offer an outstanding working environment, fantastic corporate culture and an excellent record of accomplishment of internal promotions along with continuous learning and development opportunities. We place great emphasis on our staff satisfaction, and you will enjoy a wide range of benefits such as flexible work options, 12 weeks paid parental leave, NEC Partner Product Discounts, access to great discounts at many retail providers, health and wellbeing program and much more.

NEC is committed to achieving a diverse workforce and strongly encourages applications from people with disability, Aboriginal and Torres Strait Islanders and candidates from culturally diverse backgrounds to apply.