Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Customer Success Manager role.
Rezi rewrites your resume against Vocus's job description. Free.
Tailor your resume to this Customer Success Manager role.
Rezi rewrites your resume against Vocus's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Customer Success Manager posting at Vocus — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Customer Success Manager posting at Vocus — free, in seconds.
About the Role
As Customer Success Manager, you will provide first-line support ensuring customers derive maximum value from Vocus’s services, achieve adoption targets and renew and expand their contracts. This role collaborates with account owners to build and enhance customer relationships, set and deliver account health strategies, and support customers with account reporting and opportunity facilitation. They also collaborate with care, assurance and delivery teams to drive service improvement opportunities and identify churn risk.
Responsibilities
- Work with sales team to implement targeted communication strategies for customers appropriate to their lifecycle, delivering timely and relevant messages and customer reports that maximize engagement and value realisation.
- Monitor customer health indicators and campaign responses, using data points to refine lifecycle programs and alert the sales team to accounts needing attention.
- Distribute customer education content that help clients derive more value from our solutions, increasing product adoption and customer satisfaction.
- Support customer programs that drive retention and expansion, such as onboarding journeys for new clients, usage stimulation campaigns, cross-sell/upsell promotions and loyalty initiatives.
- Support customers to facilitate creation of simplex opportunity creation and management of moves, adds, changes, and work to support customers through change, product lifecycle and migration projects.
- Collaborate with care, assurance and delivery teams to ensure customers’ delivery, service management, incident and change management experiences are optimized.
- Gather customer feedback to inform service and product improvements and innovations.
- Work with the Customer Success (State People Leader) General Manager to ensure you have resources and cross-functional support from other departments to support customers.
- Assume full accountability for the end-to-end service management governance across the assigned customer portfolio.
- Ensure all customer meetings 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.
- 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.
Requirements
- The candidate must be an Australian Citizen and be eligible to undergo NV1 AGSVA security clearance.
Skills
- Minimum 3+ years’ customer success/service leadership
- Strong experience with Customer communication & empathy
- Experience with success planning & value realization
- Ability to adopt analytics & health scoring
- Opportunity creation & renewal orchestration
- Experience with Risk (churn) identification & mitigation
- Confident with software and data analysis tools
Location
- hybrid working environment
Work Type
- hybrid
Experience Level
- Minimum 3+ years’ customer success/service leadership
Benefits
- 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.
About the Company
- 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.
Equal Opportunity
- 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.