Senior Customer Success Manager

About the role

The Senior Customer Success Manager plays a pivotal role in identifying strategic customer needs and ensuring the seamless delivery and network management of services aligned with those requirements. This role is centered around maintaining compliance with established processes while also devising and implementing new procedures and processes — both interim and long -term to consistently deliver high levels of customer service, operational excellence, and governance in a cost -effective manner. They collaborate with assurance and delivery teams to drive service improvement opportunities and identify churn risk. The role follows the hybrid model and requires travel to customer sites for strategic meetings and will require security clearance.

What you’ll be doing

• Identifying customer needs and overseeing service delivery within the customers business context. 
• Lead the service delivery team within the customer environment, managing conflict, and ensuring the teams processes and tasks are carried out efficiently and effectively. 
• Participate/identify potential opportunities for incremental revenue growth within the customer account.
• Determine ways to reduce costs without compromising customer satisfaction.
• Assess customer feedback and use your creativity to establish, improve, and refine services.
• Build partnerships and liaise with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
• Compliance with related customer reporting, systems, data quality and documentation requirements.
• Ensure monthly reporting obligations on all critical deliverables are fulfilled in line with the client and management requirements and are conducted in accordance with established protocols and formats and drive the execution of agreed - upon actions and deliver timely reporting on progress and outcomes.
• Provide lead and facilitate all major incident investigations, root cause analysis, and emergency changes.
• Act as customer advocate within Vocus and lead customer service improvement initiatives (CSI) where possible.
• Champion a customer - centric approach in every support interaction, ensuring that customers feel heard, informed, and supported, which in turn strengthens their trust and loyalty to our services.

What you’ll bring

• You are an Australian citizen able to get the NV1 Clearance
• Minimum 5+ years in a similar service, customer success or service leadership role; 
• Experience in telecommunications & Government or ITIL service management context preferred
• 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

What We Offer 

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy: 

• Diverse and dynamic teams with a supportive and inclusive culture. 
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities. 
• Flexible hours and a hybrid working environment 
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers. 
• Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and 5 extra days of Vocus leave each year, plus more.
• Study assistance programs to excel your personal growth, learning and development. 
• Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective. 

Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business. 

We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives. 

With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.  

About Us 

As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.  

Ready to take the next step? 

If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them!  

We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.   

If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.