Customer Success Manager

TPG Telecom

Tto lead the market with services that harness the potential of the Internet, then differentiate with awesome customer service

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 is responsible for delivering a consistent, repeatable service experience and achievement of contracted service levels for our strategic customers in our Enterprise, Government and Wholesale segments. A significant part of the role will be ensuring customers and internal stakeholder adherence to ITIL standards and process, managing customers escalations, driving a continuous improvement culture across service managed accounts. This role is seeking a strong customer advocate and structured leader with the ability to inspire and communicate with confidence, lead strategic growth initiatives and retain customers. Responsibilities

• Lead customer contract compliance and obligation management in collaboration with the relevant internal stakeholders ensuring all obligations have been met,
• Collaborate with Global Service Desks and Carrier Management for Mobility Orders, Procurement, Invoicing and Portability,
• Implement personalised Customer Success and governance registers that summarize critical customer issues, risks, actions and escalations and remediation plans,
• Develop deep, long-term “trusted partner” relationships with customer stakeholders with a deep understanding of their operational and strategic needs,
• Facilitate effective customer governance meetings in partnership with account management and present on operational performance and service level outcomes,
• Actively participate and contribute to the development of the core Customer Success capability as an integral component of the wider strategic service model

Knowledge and experience

• ITIL Certified V3 or V4 (preferred),
• Previous experience in similar roles, either with a Technology MSP, systems integrator,
• Proven relationship management skills within customer and leadership team environments,
• Ability to deal with high pressure situations and changeable environments, flexibility, resilient and tenacious with a propensity to persevere,
• Excellent presentation, organisation, and communication skills (written and oral),
• Experience leading service, project and/or operational delivery teams and facilitating outcomes for customers,
• Experience with ITSM systems and tools for the management of information and knowledge.

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

• 💬

  Customer Advocacy and Feedback

  Advocate for customers by providing feedback to internal teams on how to better meet customer needs

• 👍🏼

  Adoption and Success Management

  Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice

• 🤝

  Relationship Building

  Maintain trusted relationships with key stakeholders to help them achieve their goals, and grow revenue and usage.

• 👥

  Collaboration

  Works with others by being open, clear in communication and listening to achieve goals

• 🤓

  Learning agility

  Identifies and applies strategies to enhance reception, retention and use of newly acquired information, skills, and abilities

• 💡

  Problem solving

  Identifies problems and develops logical solutions that address the problems