Customer Experience Manager (Service Delivery Manager)
Customer focused leadership opportunity with a highly successful Managed Services team based in Perth.
Flexible work options available.The Role:You will be ultimately responsible for the relationship management of a portfolio of customers including the complete post-sales lifecycle.
As a Customer Experience 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 excellent Data#3 team.Responsibilities: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 work 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.Minimum Requirements:Minimum of 5 years' experience in customer-facing, Service Delivery Management, Technical Account Management.Familiar with working with enterprise government, 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.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 and v3 or expert certification.Desirable Skills:Experience in IaaS, PaaS, SaaS, Enterprise Architecture and Modelling.About Data#3:Listed in 1997, Data#3 is now an ASX200 listed company reporting revenues of $2.5 billion in the 2023 financial year.
Headquartered in Brisbane with more than 1,400 employees, it has facilities across 12 locations in Australia and Fiji.Don't let this great opportunity pass, send your application now!
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