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Customer Success Manager -Canberra, Australia

Date: 29-Dec-2020

Location: Canberra, AU

Company: Nominet

WHAT DRIVES US...

 

Maybe you know us, maybe you don't. Even though you probably use our services every day. So

we'd like to share more about what we do at Nominet, and why we do it, so that you can help us to

build the right team.

 

We're proudly at the heart of the UK's critical internet infrastructure. Leading the charge in cyber

security, as we explore and pioneer new tech.

 

We do this to enable connectivity, inclusivity and security for our world - and create a vibrant digital

future.

 

That's what drives us - and the kind of people we want to work with.

 

 

PERKS

 

Competitive salary depending on experience, plus excellent benefits.

 

MAIN JOB PURPOSE

 

The Nominet Customer Success team is responsible for providing and supporting critical services to high-profile government customers. The Customer Success Manager role is a key component of the team and is responsible for leading all aspects of Service Delivery for these customers.

 

JOB SUMMARY

 

  • Build long-term, sustainable relationships with key customer stakeholders
  • Responsible for all aspects of service delivery to ensure our service-related commitments under the contract are met, and where possible, exceeded
  • Work closely with the Nominet team, ranging from the Account Manager, the Support team and Engineering teams, to ensure we deliver an excellent service to our customers
  • Take ownership of Service Transition for any major changes to the service to ensure overall quality and customer experience is not negatively impacted
  • Lead necessary governance meetings with customer stakeholders
  • Advocate for the customer and their needs internally within Nominet to drive continuous service improvement
  • Collaborate with all departments and drive streamlining of all relevant processes Co-ordinate additional resource as needed to help resolve issues, and manage any upward escalations as needed, including helping management of major incidents
  • Own all service and support processes, ongoing improvement, and ensuring they are implemented internally. Also lead process discussions and change with the customer as necessary
  • Seek to deliver best practice in all areas of organisation, process and procedure around service delivery, building on existing Nominet practices and methodologies, but aiming to deliver improved compliance with ISO20000 and ISO27001 best practice.

 

KEY REQUIREMENTS

 

  • The world of Cybersecurity excites you and you have experience in the enterprise technology space
  • Experience in dealing with customers and a track record of adding value through customer relationships
  • Preferably from technical background (software, support, or infrastructure) and prior experience of customer-facing roles
  • Ambitious and always striving for improvement
  • Strong planning and organisational abilities
  • Ability to communicate and network through client organisations, as well as internal departments
  • Preferably have a service management background, with experience of ITIL (or similar IS020000 certification)
  • Resourceful and capable of remaining calm and decisive under pressure
  • Confident at working with all levels of the organisation

 

APPLICATION PROCESS

 

ONLINE APPLICATION>>VIDEO INTERVIEW>>FACE TO FACE INTERVIEW>>JOB OFFER

Please note: As part of the job application, you will be asked to complete a brief online application form and profile.