Job Description Join our high-performing team in a customer-focused role Work for an HRD Employer of Choice winner for 9 years in a row!
Central Melbourne offices Who is Data#3?
Listed in 1997, Data#3 is now an ASX200 listed company gross sales of $2.8 billion in the 2024 financial year.
Headquartered in Brisbane with more than 1,400 employees, it has facilities across 12 locations in Australia and Fiji.
Voted HRD's Employer of Choice for the last 9 years!
In this role You will be ultimately responsible for relationship management of a portfolio of customers, including the complete post-sales lifecycle.
As a Customer Experience Manager/Service Delivery Manager, you will be the primary advocate for customer(s), guiding them along a path to success while building strong relationships and becoming a trusted advisor to the great Data#3 team.
Develop relationships with "C" level executives to establish a trusted/strategic advisory relationship with our clients.
Accountable for driving client satisfaction, managing client relationships, and maintaining and ensuring the delivery of services in accordance with Service Levels.
Key responsibility to drive improvements within the service improvement framework and works closely with the relevant internal and external stakeholders to ensure the implementation of the actions agreed, monitoring service performance.
Monitor customer profitability and manage revenue leakage.
Conduct workshops and proactively suggest solutions to common customer challenges.
Advocate customer needs and escalate issues inter-departmentally.
Proactively identify and correct any issues with the Support Team that could affect customer satisfaction or retention.
Provide customer feedback to the Solution Development teams in relation to current offerings and future requirements.
Work with the Marketing Team to create new or refine existing on-boarding materials and case studies.
Provide input into proposals and tenders.
Why we want you You are a proactive and motivated individual with a strong background in managing deep and complex customer relationships.
You will be a team player who enjoys collaborating with other high performers, you will take pride in achieving success and driving outcomes.
What we are looking for Minimum of 5 years' experience in customer-facing, Service Delivery and account management or strategic consulting.
Strong Contract Management experience.
Proven People Management experience.
Familiar in working with enterprise government and commercial customers and "C" level executives.
Ability to communicate complex technology-related business issues to audiences with a varying range of technical expertise.
Ability to provide high quality reporting and data trend analysis.
Strong Emotional Intelligence.
Demonstrate experience growing (farming) business with customers.
Proven influencing skills and the ability to build relationships at all levels.
Proactive team player with innovative ideas to inspire customer loyalty.
Exceptional verbal, written, presentation and interpersonal communication skills.
Well-developed financial management skills.
ITIL Foundation v2/v3 or expert certification.
Service Design experience would be highly regarded.
At Data#3, we value diversity, equity, and inclusion as foundations to our thriving workplace.
We are committed to building a culture where everyone feels welcome, respected, and valued—and we encourage your application.
Please note that Data#3 will request as part of the recruitment process, reference checks, and verification of your right to work in Australia.
You may also be required to undertake background checks and police checks for security clearance pertaining to specific job requirements Reference: KISH112293 Data#3 will request as part of the recruitment process reference checks and verification of your right to work in Australia.
All final applicants for this position will be asked to consent to a police check.
Please note that applicants with criminal records will not automatically be excluded from the recruitment process.
Each application will be considered on its merits and inherent requirements of the role.