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Form of workAbout us
aXcelerate, a leading SaaS provider that powers millions of learners' course and competency records throughout Australia, has been recognized as a Great Place to Work®. This recognition is based on employee feedback, and it means that aXcelerate is a company where employees feel valued, respected, and supported.
With a company vision to be a leading global platform for skills development, we are currently in an exciting growth phase. This is a newly created role to enable this growth, specifically in our software development team, and lead them to deliver innovative software.
The role
Join our dynamic Customer Success team as a Service Delivery Manager. In this pivotal role, you will serve as the primary point of contact for our high-value customers, ensuring their needs are met and exceeded through proactive engagement and effective resolution of issues. Reporting directly to the Operations Manager, you will play a vital role in maintaining strong relationships with our clientele while advocating for their interests within our organization.
Key Responsibilities:
- Maintain a structured meeting schedule with assigned high-value customers, ensuring regular and meaningful engagement.
- Act as a dedicated advocate for our customers, liaising with internal stakeholders to address and resolve their needs promptly.
- Produce clear and comprehensive internal reports, detailing SLA adherence, supplier usage metrics, and upcoming product changes for presentation at various levels within the organization.
- Identify both risks and opportunities within customer relationships, proactively addressing concerns and seeking avenues for mutual growth.
- Serve as a central liaison and escalation point between customers and internal teams, facilitating seamless communication and conflict resolution.
Requirements:
- Demonstrable expertise in high-level Customer Experience Management, with a track record of fostering strong client relationships.
- Proficiency in ITIL principles, with a solid understanding of standard service arrangements and bespoke service agreements tailored to individual customers.
- Ability to develop detailed customer reports that showcase SLA adherence, supplier usage metrics, and strategic insights to drive positive outcomes.
- Strong analytical skills, enabling accurate assessment of client needs and formulation of effective, solutions-based recommendations.
Desirable:
- Experience in IT Service Management or delivering Software as a Service, with a keen understanding of industry best practices.
- Prior experience in Sales Operations or a similar role, demonstrating a strategic approach to customer engagement and retention.
- ITIL Foundation accreditation, showcasing a commitment to continuous professional development.
Value-Add:
- Familiarity with Student Management Systems and Learning Management Systems, particularly within the Education and VET sectors.
- Additional ITIL Intermediate accreditation, further validating expertise in service management practices.
What’s on offer
-A vibrant, supportive and team-oriented culture, with regular team activities and social events
-A focus on professional development, with internal and external training and a personal $2000 professional development budget each year.
-Access for you and your family to an Employee Assistance Program and resources
-Opportunities for career advancement, we nurture our talent and provide career pathways across the business.
-On-site healthy snacks, coffee machine, regular breakfasts and celebrations.
Our interview process:
Meet with one of our recruitment team members
Interview with the Hiring Team
2nd Interview - Practical
How to apply
Please submit an up-to-date resume outlining your suitability for the role. For any queries please contact *******@axcelerate.com
We're looking for people who identify with our values - H.E.A.R.T.: Honesty, Empathy, Acceptance, Respect, and Trust, while also bringing an individual perspective to their work.
