At ENTAG we empower businesses with transformative technology, focusing on providing a Modern Workplace as a Service. We partner with Australia's largest telecommunications supplier and world leading technology providers to deliver innovative ICT services and solutions to small, large, enterprise and government customers. Our growing team is made up of Business and Technology Consultants, Project Managers, and end-to-end Solution Delivery Experts. About the Position
We are seeking a Customer Success Manager to provide a high level of customer service to our customers, delivering results based on contracted and defined service level targets. This role will be required to produce client reports using analytical information and promote customer engagement. The role will also be required to actively contribute to the development and execution of strategic customer-centric plans whilst striving for continuous service improvement. In this role you will:
Engage directly with Entag's customers developing highly collaborative relationships. Guide customers through the onboarding process. Work with key stakeholders to achieve a focused set of results against all contracted services. Effectively identify and communicate information with key stakeholders, including Telstra policy and procedures that impact the Managed Services team. Effectively manage a portfolio of Managed Service accounts. Manage escalated issues or concerns raised by customers in a timely manner. Continually look for efficiencies and improvements from both a customer and Entag internally process perspective, for better ROI and advocacy. Engage and collaborate with the Sales team on all potential new opportunities that require Customer Success resource allocation. Assist in the utilization of Entag platforms and document key notes in Commtrak. Collaborate, communicate, and work effectively with all Sales and Service areas of the Business to resolve recurring issues and provide long-term solutions.
About You:
You will have: Demonstrated experience working in a comparable role (within Telecommunications and/or ICT services industry, Telstra or Telstra partner desired). 3-5 years' experience in service management. Ability to diffuse difficult customer escalations in a timely manner and propose and implement any required process improvements. Apply ITIL methodology across Customer Success function. Demonstrated ability to consistently deliver a high level of service to all customers and maintain and further develop customer and internal relationships. Proven ability to work autonomously and effectively in a fluid, demanding and fast-paced environment, whilst keeping a calm demeanor. Demonstrated skills in negotiation and influencing. Good organization and time management skills.
We offer:
Career progression underpinned by our learning platform and role and/or team pathways. Flexibility around hours and office location with WFH available. Additional leave options including birthdays off, service recognition leave days, and purchased additional annual leave. Reward and Recognition Program. Team social events including running/walking club and hiking group adventures.
How to apply:
If this role sounds like you, apply by submitting your cover letter and resume by COB 16 September 2024. #J-18808-Ljbffr
