Customer Success Manager

We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

This opportunity

The Customer Success Manager continuously champions their customers’ operational and strategic growth requirements working collaboratively with multiple internal teams across the TPG Telecom business to ensure defined performance levels are met and new customer requirements are delivered effectively.

The CSM builds trusted, personalised long-term customer relationships ensuring ‘best of breed’ value-add service management and governance across the assigned Enterprise/Wholesale customer portfolios. This role will drive effective collaboration with customers, internal stakeholders, support groups and vendors to promote TPG Telecom as a trusted technology partner and continuously improve the end to end customer service delivery experience.

Responsibilities

• Develop and implement personalised customer success and governance plans that capture critical customer success factors and strategies for assisting customers to achieve them
• Educate customers on TPG Telecom’s products and services across the fixed, mobility and IoT product portfolios to ensure customers achieve maximum value from their investments and drive increase in product usage adoption
• Drive effective resolution of complex customer onboarding / service delivery / technical support issues, acting proactively or in response to customer escalations and working collaboratively with internal teams as required
• Maintain effective customer contact through regular structured meetings and deliver formal business performance and improvement reviews monthly/quarterly as required
• Continuously promote TPG Telecom as a trusted technology partner and lead customers through the various lifecycle journey stages (onboard, adopt/retain, expand, advocate) through consistent delivery of excellent customer experience
• Actively participate and contribute to the development of the core customer success capability as an integral component of the wider strategic service model
• Provide subject matter expert consultation on service to customers, positioning Customer Success Management as a professional service and driving year on year increase in the sale/adoption of CSM
• Institute Service Governance across allocated portfolio, ensuring detailed understanding of commercial requirements, and contract obligations
• Employ a strong pragmatic approach to incident and event management (24/7), particularly under pressure. Lead the customer focus in all restorative and resolution activities in a collaborative manner – and drive any improvements
• Responsible as the primary escalation point to address service management issues with the customer

Knowledge and experience

• Proven relationship management skills within customer and senior leadership team environments
• Ability to deal with high pressure situations and changeable environments, flexibility, resilient and tenacious with a propensity to persevere
• Proven leadership in the delivery of end-to-end service solutions.
• Must be able to demonstrate good team building in a large matrix management environment with proven leadership skills
• Builds outstanding relationships with customers and peers alike/ Forward looking with a holistic approach
• Exposure or participation in business change/business process improvement. Acute business acumen and understanding of organizational issues and challenges
• Excellent presentation, organisation and communication skills (written and oral).
• Emotional resilience, including the ability to work effectively and efficiently under pressure in a 24 / 7 environment
• Must be able to demonstrate good team building in a matrix environment with proven leadership skills
• Experience in management of service, project and/or operational delivery teams.
• Exposure to a sales environment within the IT&T industries.
• Understand technology and be able to discuss technical issues

Benefits and perks

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free NBN 100 plan
• ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Our TPG Telecom Spirit

We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. You will join a supportive company that is diverse and inclusive, and celebrates what makes our employees different, as well what brings us together. We want you to bring your true self to work, and to feel like your contribution matters. We encourage ambition in everything we do, from telco solutions to customer experience, to community impact. You will have real opportunities to take charge and take control.

Bolder and better together!

Don’t meet every single requirement? Studies have shown that women and those of underrepresented groups are less likely to apply for roles unless they meet every single criteria. At TPG Telecom we recognise that what may make you different, makes the difference!

We’re all about enabling every individual to be their authentic selves and creating a place where everybody belongs. If you are excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to APPLY NOW regardless. You may just be the right candidate for this or perhaps another similar role with us.