Customer Success Manager

NEXTDC; Melbourne; On-site; AUD 80,000 - 90,000; Full time

Benefits offered by this job

Gifted share options

Volunteer days

Professional development programs

Holistic wellbeing and mental health programs

Job summary

NEXTDC is looking for a Customer Success Manager to oversee customer journeys from onboarding to renewal. The successful candidate will manage project stakeholders, coordinate solution deliveries, and ensure that customer needs are met effectively. This role offers growth opportunities in one of Australia's leading companies focused on innovation in data centre services.

Qualifications

• 3-5 years in service delivery or a customer-facing role.
• Experience in managing complex projects.
• Data centre experience is a plus.

Responsibilities

• Manage project stakeholders to ensure successful delivery.
• Coordinate project tasks and vendor management.
• Lead customer solution provisioning and performance reporting.

Skills

Project Coordination

Communication

Stakeholder Management

Customer Relationship Management

Education

Degree in IT or Business

Job description

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At NEXTDC we are building the heart of Australia’s high-tech future. We design, build and operate world class, next generation data centres, using cutting edge, environmentally efficient infrastructure to service the broad requirements of local and international companies.

As an Australian head officed, ASX100 listed company we currently operate 17 data centres across Australian 7 cities, with future national and international expansion planned.

At NEXTDC, we know that our success depends on the talents of our people, and we foster a culture of continued learning and development. Our culture is built on collaboration and innovation, we are passionate about what we do, and we are committed to our mission to be the leading customer-centric data centre services company.

NEXTDC is where the Cloud Lives, and where AI Thrives.

About the role:

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.

Who you are:

• You have a proven track record in project coordination with the ability to apply these skills effectively in a mission critical environment.
• You possess highly developed communication skills with the ability to engage and manage diverse stakeholders.
• Your strong written and verbal communication abilities, combined with excellent interpersonal skills, enable you to collaborate across teams and build strong customer relationships.

This opportunity will see you working with world leaders in our space. Join our journey now and be an integral part of our success.

What you bring:

• Minimum 3-5 years of experience in service delivery, project management or a similar customer-facing role, with a focus on managing complex projects.
• A strong background in customer relationship management, ensuring that customer needs are met throughout the project lifecycle.
• Data centre experience is desirable, though not essential.
• A degree in IT, Business, or a related field is preferred but not required if you have relevant experience.

Why NEXTDC:

• Seize this exciting opportunity to join one of Australia’s fastest growing companies and play a key contributing role in the future of AI and the digital economy
• Join an inclusive, diverse and values-driven working culture with hybrid working practices
• Enjoy awesome employee benefits (gifted share options, NEXTDC days, volunteer days, professional development, holistic wellbeing and mental health programs and more)
• Great opportunities to progress within our company (grow as we grow)

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Customer Service

• Industries

  IT Services and IT Consulting

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