At NEXTDC we are building the heart of Australia & Asia's high-tech future. We design, build and operate world class, next generation data centres, using cutting edge, environmentally efficient infrastructure to service the specific requirements of local, international hyperscale customers.
NEXTDC is an exciting ASX 100-listed technology company, only 15 years young and operating 17 data centres across 7 major cities in Australia, with multiple international sites in development to support our customer's digital infrastructure.
At NEXTDC our success depends on the talents of our people, and we foster a culture of continued learning and development. Our culture is built on collaboration and innovation, we are passionate about what we do, and we are committed to our mission to be the leading customer-centric data centre services company.
About the job:
As the Head of Customer Contract Management, you will build strong, long-lasting relationships to help maintain our positive reputation with our growing customer base. In this role, you'll provide strategic leadership, through management and technical knowledge to ensure uninterrupted service delivery to provide an outstanding customer experience.
Responsibilities
Contract deliverables, understanding contract and SLA deliverables, to ensure compliance to customer requirements
Relationship Management – establishing and maintaining deep customer relationships, leading client service review meetings, driving ongoing service improvement
Working with the sales and pre-sales team to advise on realistic deal solutions and deadlines during contract negotiations
Success Management – proactively orchestrating resources to fulfil customers evolving needs
Escalation Management – coordinating issue/escalation resolution with cross-functional teams, preparing and delivering postmortem reviews or Service Improvement Plans when appropriate
People Management – leading a team of experienced Customer Success Managers who deliver lifecycle management across customer experience, service management and solutions design; a senior leader with strong people-management skills and experience
What you bring
8+ years' experience in a Customer Relationship Management role in the Data Centre or ICT industry
Demonstrated experience leading, managing and coaching professional teams
Experience in the design and architecture of highly available ICT services (data centre) in a large-scale environment
Experience in the development of services deployed into data centre environments
Excellent stakeholder and client-management skills with the ability to advise and engage at all organisational levels
Strong analytical skills with the capacity to project-manage and implement major change initiatives within a complex and fast-paced business environment
Why NEXTDC
Seize this exciting opportunity to join one of Australia's fastest growing companies and play a key contributing role in the future of AI and the digital economy
Join an inclusive, diverse and values-driven working culture supporting hybrid work practices
Enjoy awesome employee benefits (gifted share options, NEXTDC days, volunteer days, professional development, holistic wellbeing and mental health programmes and more)
Great opportunities to progress within our company (grow as we grow)
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management
Industries
IT Services and IT Consulting
#J-*****-Ljbffr