Customer Success Manager - Perth, Australia - VOCUS

VOCUS

Verified Company

Perth, Australia

3 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Do It. Own it. Love it

Ability to work from anywhere 3 days a week and 2 from the office
We high five you on your work anniversary and give you a day off

The purpose of this role is to to enhance our relationship with our Key Enterprise customers by interacting and working closely with our key customer teams, providing support that goes above and beyond our customer's expectations.

Identify opportunities for continual service improvement and participate in the implementation of the Customer Success Program (CSP) that delivers exceptional brand-aligned customer service to our valued customers across all Enterprise channels.

Responsibilities:

Building highly effective working relationships and rapport with customers, going above and beyond to achieve results to ensure account retention
Be the 'voice of the customer' within Vocus and champion customer satisfaction
Educate our customers on operational contact points and processes
Be the point of escalation for major incidents maintaining regular customer communications and requesting post incident reviews from our business
Providing a collaborative approach in coordinating with both internal operational teams and our customers so we can continuously exceed customer expectations
Producing 'contractual' reports and analysis highlighting our performance against SLAs
Identifying trends and opportunities for continuous improvements for individual customers with a focus on demonstrating value, reducing incidents, conducting problem management and efficiency gains
Monitor service levels to minimise breaches, and take corrective action as needed
Identify new sales opportunities and engage the key account director where necessary and/or process via customer success coordinator structure
As a member of the customer Success team, help to grow, develop, and actively participate in building a positive environment
Work with crossfunctional counterparts to evolve our solution offerings and improve the overall customer experience
Share knowledge and mentor team members to meet key customer expectations
Build and manage relationships within our business to drive program governance, build customer advocacy and generate positive customer experience
Assist your team with constructing robust customer success plans to grow the customer relationship
Develop a strong knowledge of the entire suite of Vocus products and solutions.

Skills:

At least 35 years in similar role
Experience in the Telecommunications industry preferred
Exposure to working with Corporate Enterprise customers highly desirable but not essential
Committed to providing an exceptional experience for our customers
A high degree of organisational skills
High detail in documentation and reporting on customer key metrics included
Tertiary Qualification preferred
Australian citizenship and Police Checks cleared, or be willing to have clearance checks done

The extra stuff we know you want to know
We know how to celebrate our wins and we know learning from our mistakes makes us better. We are all about flexible working and, hand on heart, we practise work life balance. We work 2 days from the office and 3 days from home per week. We high five you on your work anniversary and give you a day off. We know time off is important for balance, so we have an option to buy more leave. We embrace your unique style and let you be a master of your own style with no dress code. This is just the tip of the iceberg, so jump on our careers site or LinkedIn to find out more

Did I hear you say, "Who is Vocus?"
We're a challenger business in the Telco and Energy Industry.

We listened to our customers and heard that they wanted more from a network, so that's what we've given them.