Customer Success Manager

Exciting new leadership opportunity within our WA Team.

We are currently seeking a Customer Success Manager to manage some of our key WA customers.

The Customer Success Manager (CSM) is a key interface between the customer 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 understanding, service request quote coordination, technical due diligence and management of a service provision.

They will work closely with the service operations team to ensure that contracted Service Level Agreements are met, and to drive the business objectives established for the account/s.

The CSM will be responsible for ensuring IT Services are aligned with the customer’s IT strategy, goals, and objectives while ensuring the services are provided in a timely and cost effective manner.

Key Accountabilities

Service Management

• Manage service delivery to customer/s 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.

Sales Engagement

• Engage with the customer to identify project and service opportunities.
• Form strong relationships with the customer building an understanding of customer requirement and business drivers.

Contract Management

• 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. Ensure such services are professionally introduced & accepted.
• Adopts and implements new approaches and practices to meet changing circumstances.
• Anticipates and assesses issues, risks and opportunities facing the Company and applies effective, creative solutions.

Financial Management

• Manage service risks, control service costs & improve productivity of the contract in order to increase profitability & continually improve cost effectiveness for the customer.
• Meet profitability target for the contract.

Enterprise Architecture

• Participate in the BID process for new customers and oversee the solution architecture for existing managed service customer.

Required Skills and Experience

• Significant experience in an IT managed services or IT focused service delivery environment
• Solid 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
• Good understanding of the sales process (lead identification, qualification through to closure)
• Ability to engage with all levels of Technical and Managerial staff
• Ability to present compelling proposals and influence continuous improvement
• Exposure to formal Project Management, Service Management, ITIL, Quality Methodologies and COBIT (risk and governance layer)

Applications close on Thursday 12th February.

Please apply now.