Job Description
CDC Data Centres is Australia's leading operator of sovereign, secure, world-class data centre facilities.
Headquartered in Canberra with multiple facilities in the ACT, NSW, VIC and New Zealand, CDC's diversified operations provide secure data centre configurations that support co-location, containerised and hyperscale compute environments with all campuses interconnected with high-speed carrier grade networks.
We are passionate about creating an inclusive workplace that promotes and values diversity. Our mission is to attract, retain and grow the world's best data centre team.
About the Role
This role would be suitable for candidates who have proven experience within an Account Management, Service Delivery/Customer Success position, with a demonstrated expertise in managing services for large commercial based clients.
* Proficiency in contract management, SLA reporting, problem-solving, and client relationship building.
* Work effectively with delivery leads to ensure consistent and clear communication on existing projects.
* Achieve client satisfaction, retention and growth targets as per account plan.
* Competency in Microsoft Office suite, Microsoft Project toolsets and source code management.
Key Responsibilities
1. Build and maintain strong customer/partner relationships to enhance customer satisfaction throughout pre- and post-sales activities.
2. Cultivate and sustain strong relationships with customers and partners to ensure high levels of satisfaction across both pre-sales and post-sales engagements.
3. Collaborate effectively with CDC teams, leveraging their expertise as needed to enhance service delivery.
4. Deepen CDC's engagement with key customers, their on-site personnel, and their end clients.
5. Contribute to successful contract execution by consistently meeting defined KPIs.
6. Produce, refine, and deliver client reports in alignment with contractual obligations.
7. Review and prepare client-facing reports for external distribution, supporting clients in understanding and resolving any queries.
8. Plan and manage monthly business reviews, quarterly operational and security audits, and other compliance-related activities for clients.
9. Coordinate managed services projects, including sourcing quotes from partners and suppliers, and ensuring quality delivery with client approval.
10. Respond promptly to all client inquiries, covering operational issues and requests for project quotes or proposals.
11. Design and implement company policies and procedures to efficiently meet major customer requirements.
Requirements and Qualifications
* Proficiency in contract management, SLA reporting, problem-solving, and client relationship building.
* Work effectively with delivery leads to ensure consistent and clear communication on existing projects.
* Achieve client satisfaction, retention and growth targets as per account plan.
* Competency in Microsoft Office suite, Microsoft Project toolsets and source code management.
* Australian Citizenship with ability to obtain and maintain a NV1 Security Clearance.
Benefits
* CDC Academy - Enhance your professional development with the CDC Academy. Enrol in specialised training courses to develop skills and thrive in your chosen career.
* CDC Day - An additional day of paid leave dedicated to nurturing your health and wellbeing.
* Parental Leave - Inclusive and above legislative tenure of parental leave entitlements to help you start, grow and care for your family.
* Volunteer Leave - Make a meaningful difference with 2 days of volunteering leave for any cause or charity of your choice.
* Employment Assistance Program - Be confident that you and your family are supported with access to our comprehensive Employee Assistance Program.
* CDC Social Events - We host staff and family inclusive events that nurture relationships, connection and friendships across the business.