Your opportunity:
The Technical Support & Service Management function delivers value-add tailored service management and support to our top-tier, high value and strategic Enterprise, Government and Wholesale customers, across Mobility, IoT & MPN products.
The Customer Success Manager continuously champions their customers’ operational and strategic growth requirements working collaboratively with multiple internal teams across the TPG Telecom business to ensure defined performance levels are met/exceeded and new customer requirements are delivered effectively.
The CSM builds trusted, personalised long-term customer relationships delivering value-add service management and governance across the assigned Enterprise customer portfolios. This role will drive effective collaboration with customers, internal stakeholders, support groups and vendors to deliver an elevated customer experience across all service touchpoints and promote TPG Telecom as a trusted technology partner with the ultimate objectives of extended customer contract tenure and long-term growth.
You'll make impact by:
Customer Engagement
- Develop, implement and maintain tailored customer success and governance plans that capture critical customer success, service performance and growth factors and strategies for assisting customers to achieve them
- Maintain effective customer stakeholder engagement through regular structured governance meetings and deliver formal business performance and improvement reviews monthly/quarterly as required (in partnership with TPG Sales / Solutions team members)
- Develop deep, long-term “trusted partner” relationships with senior customer stakeholders and an intuitive, intimate understanding of each customer’s specific operational and strategic needs; ensure focus is maintained on customer’s strategic goals and business outcomes
- Educate customers on TPG Telecom’s products and services (Mobility, IoT, MPN product portfolios) to ensure customers achieve maximum value from their investments and drive increase in product adoption; identify and promote upsell/cross-sell and renewal opportunities
- Ensure customer facing documentation is accessible and maintained e.g. customer operations manual, and educate customers on how to utilise BAU support & escalation channels effectively
- Responsible as the primary escalation point for operational / service performance issues raised by the customer
- Initiate and champion service improvement projects to address operational issues, risks or new customer requirements as their TPG service adoption journey evolves; work with customer to ensure the expected benefits of service improvements are realised
Continuously promote TPG Telecom as a trusted technology partner and lead customers through the various lifecycle journey stages (onboard, adopt/retain, expand, advocate) through consistent delivery of excellent customer experience
Operational Excellence / Customer Experience Champion
- Maintain tailored governance registers for assigned customers that summarize critical customer success factors, contract requirements, issues, risks, growth opportunities, actions and key service improvements
- For new customers assigned during onboarding, ensure a smooth service transition from onboarding to operations phase; establish engagement with key customer stakeholders, educate on support procedures and align on service governance arrangements
- For more complex services / customer rollouts, ensure a strong supporting data and system ecosystem is in place, to enable effective analysis of complex service performance issues and quality data driven inputs to service improvement initiatives
- Educate & mentor internal support teams on specific aspects of customers’ operations to enable an elevated and consistent customer support and service management experience e.g. across incident, change and problem management core processes
- Assist customer support teams with high priority customer support case resolution to ensure SLA performance targets are met, acting proactively or in response to customer escalations; ensure appropriate feedback loops in place with customer stakeholders
- Assist with implementation and operation of internal service performance quality governance for allocated customers/products/services to defined KPIs e.g. technical support channel performance for IoT customers; champion the customer experience across all operational touchpoints
- Drive strong governance in the form of:
- Develop and maintain ITIL “Good Practice” across allocated portfolio
- Drive and measure Continuous Service Improvement for customers
- Maintain all operational documentation and reporting ensuring strong governance over core activity
- Creation and distribution of accurate and timely reports which convey service availability & performance, customer experience and SLA compliance
- Lead post-incident reviews for major incidents and deliver reports outlining corrective and preventative actions
- Identify operational service improvement areas/opportunities. Develop and maintain effective Service Improvement Plans and drive associated implementation actions with internal TPG teams and 3rd party service partners as required.
- Develop key cross-functional internal stakeholder relationships across the various Enterprise teams and wider organisation to ensure end to end process alignment and optimal BAU service delivery/operational performance
- Promote and drive service improvement actions with cross-functional teams, continually advocating the required customer outcomes
Ensure customer portfolios can be covered seamlessly by other CSM team members during periods of absence, and provide cover for other team members’ customers as assigned
Consultancy & Thought Leadership
- Actively participate and contribute to the development of the core Customer Success capability as an integral component of the wider strategic EGW customer service model
- Provide subject matter expert consultation on service to customers, positioning Customer Success Management as a professional service and driving year on year increase in the sale/adoption of CSM
- Jointly participate in the definition and delivery of the key initiatives roadmap for the team
- Active knowledge sharing on service management learnings / best practices gleaned from active customer engagements with the wider TPG IoT/MPN CoE community (across Product, Sales, Operations and Technology teams); participate in regular team knowledge uplift sessions and maintain the CSM best practice playbook.
What you’ll bring:
- Proven relationship management skills within customer and senior leadership team environments
- Sound knowledge of B2B mobility product portfolios, supporting technology, regulatory landscape and emerging technology trends (particularly for IoT & MPN domains)
- Tertiary qualifications in IT, Business Management, Engineering or a related field
- Foundational level (or above) competency in industry standard service management frameworks e.g. ITIL v4
- Strategic thinking & business acumen – ability to position and align TPG products with strategic customer goals and business outcomes; maintain a strategic customer focus whilst delivering step change service improvements
- Adaptability and agility: responds to changing customer needs, market conditions and evolving technology; comfortable navigating complex enterprise environments, constant change and evolving B2B Telco landscape
- Cross-functional collaborator, builds productive relationships and works effectively within a corporate matrix environment including with 3rd party partners
- Continuously champions the customer experience and advocates required outcomes with internal teams and service partners
- Ability to anticipate customer needs and identify growth opportunities e.g. through evolving product technology
Ideally, you will also have:
- Strong analytical data skills; ability to develop and navigate complex data models to solve problems and drive effective data driven decision making
- Positive attitude, attention to detail, being curious and a willingness to learn and grow,
- Excellent presentation, organisation and communication skills (written and oral).
- Experience with ITSM systems and tools for the management of information and knowledge
- Previous experience in similar roles, either with a Technology MSP, systems integrator or a large organisation
What's in it for you?
- Flexible hybrid way of working (from home and office)
- ‘Stay Connected Mobile’ – Access to a free mobile plan
- ‘Stay Connected NBN’ – Access to a free, high‑speed NBN plan (up to 500 Mbps)
- ‘Your Leave’ - additional leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts
Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us!
TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.
Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.
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