Customer Success Manager Hybrid

We are experiencing some amazing growth in our Enterprise, Government and Wholesale team and we have an opportunity for a seasoned Customer Success Manager. The Service Management team are accountable for delivering brilliant customer experiences for an assigned portfolio of strategic customers within the Enterprise, Government and Wholesale segments. The team provide a delicate balance between being the customer advocate to our internal teams and the TPG service representative to our customers.

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

Operational Excellence

· 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,

· Partnering with TPG EGW Project Management, Delivery and Onboarding team to ensure all operational onboarding requirements have been delivered,

· Lead the consolidation, publication and release of monthly performance reporting to assigned customer portfolio,

Customer Experience

· 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,

· 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,

· Maintain Customer Playbook / Operations Handbook by ensuring all key stakeholders, service overview, service levels escalation matrixes and list of configuration items are maintained,

Strategic Leadership

· 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 Service Management as a professional service,

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

Bolder and better together!

Don’t meet every single requirement? We're ok with that. 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.

We are a 2024CircleBackInitiative Employer – we commit to respond to every applicant.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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