Customer Success Manager
The Opportunity
The Customer Success Manager (CSM) is responsible for the successful delivery, governance, and continual improvement of services provided to one of Vocus' key Federal Government accounts. Acting as a primary operational liaison between Vocus and the customer, the CSM works closely with account stakeholders and cross-functional teams, both within Vocus and across external partners, to ensure efficient delivery of customer outcomes. The role is focused on maintaining strong customer relationships, driving service excellence, managing operational risks, and ensuring service performance is aligned with contractual obligations, business objectives, and customer expectations.
The role requires strong service management expertise, customer engagement skills, and the ability to coordinate multiple operational teams, vendors, and stakeholders to achieve excellent customer outcomes.
Requirement -
The candidate must be an Australian Citizen and be eligible to undergo NV1 AGSVA security clearance.
What you'll be doing in the role
Act as the primary operational point of contact for the customer account, building strong, trusted partnerships with key stakeholders.
Monitor service performance, SLAs, and network availability metrics, proactively addressing issues before they impact the customer.
Act as the customer's advocate within Vocus, coordinating with technical support, network operations, service delivery, third party delivery partners, and billing teams to resolve any escalations efficiently.
Provide lead on major incident management activities and customer communications, coordinate root cause analysis and post-incident reports.
Prepare periodic service performance reports and providing actionable insights into our performance against contracted Service Levels (SLAs).
Monitor service levels, analyse service trends and identify opportunities for performance improvement.
Attend all internal customer operational meetings as required, including incident management forums, Change Advisory Board (CAB) meetings, vendor stand-ups, and other operational governance activities relevant to the delivery of services.
Ensure all contractual reporting obligations on critical deliverables are completed in accordance with customer and management requirements, adhering to established governance frameworks, reporting standards, and agreed formats.
Drive the execution of agreed actions, monitor progress, and provide timely, accurate updates on outcomes and key achievements.
What you'll bring to the role
The following knowledge, experience, capabilities, qualifications, and attributes are essential for success in this role.
Minimum 5+ years’ experience in a customer success or a similar customer facing role; experience in telecommunications, or managed services with exposure to Federal Government will be highly regarded,
Strong understanding of ITIL-aligned service management practices.
Customer communication & empathy: Proficient
Stakeholder & vendor engagement: Proficient
Success planning & value realization & continuous improvement: Working
ITIL Service Management: Working
Risk identification & mitigation: Working
Software and data analysis tools: Working