As a Customer Success Manager at NEXTDC, you will take full ownership of ensuring our customers' success throughout their entire journey - from onboarding to project delivery, adoption, and renewal. Your key responsibilities will include:
- Stakeholder Management: Effectively communicate and manage project stakeholders, including customers, internal teams (sales, finance, facilities, engineering) and third-party contractors to guarantee the seamless delivery of client solutions and successful project outcomes.
- Project Coordination: Assist with the management of non-standard solution projects, overseeing pre-planning, detailed design, procurement and installation within the data centres.
- Solution Delivery: Lead the provisioning of customer solutions, coordinating with the facilities team and external contractors and serve as the main liaison between NEXTDC and the customer's project manager to ensure all tasks are delivered on time and meet expectations.
- Performance Reporting: Manage and deliver performance reports related to solution provisioning according to an agreed schedule or as requested by stakeholders.
- Service Reviews: Participate in regular client service review meetings to discuss performance metrics, service improvements and process quality, ensuring continuous enhancement of service delivery.
- Vendor Management and Procurement: Handle vendor quotes, create purchase orders, and approve invoices to ensure the smooth and efficient delivery of customer solutions.
