About Our Customer Success Team
This is an opportunity to leverage your passion in customer service and become a key partner between the customer's ITIL based functions and us.
The Customer Success Manager will be responsible for managing operational ITIL delivery utilised to provide contracted service commitments and continual service improvements.
The role involves working closely with service operations team and other CSMs to ensure that contracted Service Level Agreements are met, driving business objectives established for the account, and ensuring IT Services are aligned with the customer's IT strategy, goals, and objectives.
Key Responsibilities Include:
* Leading the Service Enablement Team to deliver core ITIL and enablement services across customer accounts
* Ensuring customer satisfaction is key to success in this role
* Delivering accountabilities for contracted customer outcomes and delivering optimised services through a matrixed or direct resource model
Required Skills and Qualifications:
* Proven management roles in an IT services environment
* Competency in managing and progressing ITIL based service teams
* Experience in contract management, ideally within managed services contracts
* Ability to effectively communicate with all levels within the organisation
* Strong problem-solving skills to guide teams to troubleshoot effectively
We Offer:
A dynamic work environment that fosters growth and development, with opportunities for on-demand learning, excellent health and wellbeing programs, and CSR activities.