Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?
We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us!
The Opportunity
The Senior Customer Success Manager (CSM) is responsible for ensuring the successful delivery, governance, and continual improvement of services across an assigned customer portfolio. The Sr. CSM will serve as the primary operational interface between Vocus and the customer, working cross-functionally with sales, technical support, network operations, and product teams to ensure services are delivered in accordance with contractual commitments, service level agreements (SLAs), 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.
The candidate must be an Australian Citizen and be able to pass a police check. The successful candidate will be required to undergo NV1 AGSVA security clearance, if they don't hold one.
What you’ll be responsible for
- Act as the primary operational point of contact for the assigned customer account, building strong, trusted partnerships with key stakeholders.
- Develop, execute, and maintain customer service plans, risk registers, and action trackers aligned to the customer's business objectives.
- 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, OCC network operations, service delivery, third party delivery partners, and billing teams to resolve any escalations efficiently.
- Conduct regular service reviews with customers communicating value delivered, discuss upcoming needs, and any improvement opportunities.
- Assist the account team in identifying opportunities for growth, based on customer service usage patterns and their business needs.
- Provide lead on major incident management activities and customer communications, coordinate root cause analysis and post-incident reports.
- Track and report on customer health metrics, through regular RAG health reporting.
- Monitor service levels, analyse service trends and identify opportunities for performance improvement.
- 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
- Minimum 5+ years in a similar role, 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
- The candidate must be an Australian Citizen and be able to pass a police check. The successful candidate will be required to undergo NV1 AGSVA security clearance, if they don't hold one.
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.
