About us:
Experteq is an Australian-owned and operated mid-tier IT Managed and Professional Services provider with over 30 years of experience delivering technology solutions to more than 50 banking, finance, corporate, and government clients across the nation, including 30% of Australia’s Authorised Deposit-taking Institutions.
With a rich history and extensive experience supporting one of the most regulated industries in Australia, our high-performing teams collaborate with clients requiring the highest levels of security, compliance, and regulatory standards, offering deep technical expertise across our comprehensive service offerings, including trusted private and public cloud, end-user services, and business optimisation.
An exciting opportunity now exists for a Client Success Manager to join our Client Engagement Team.
Role Purpose:
Reporting to the Head of Client Engagement, you will be responsible for ensuring exceptional service delivery and client satisfaction. On a daily basis you will manage client communications, address escalations, and uncover opportunities for transformation. You will work closely with our delivery teams to ensure client incidents and requests are promptly handled and aligned with contractual obligations and client expectations. Additionally, you will champion new offerings, maintain continuous engagement, and drive client success across all touchpoints.
Primary Responsibilities
- Service Delivery Management: Ensuring service delivery aligns with client expectations and contractual commitments.
- Reporting and Analysis: Manage reporting, collaborate on analysis, and advise on service improvements and transformations.
- Primary Communication Link: Serve as the main communication bridge between clients and service delivery teams.
- Escalation Management: Handle client escalations and coordinate timely, effective resolutions with internal teams.
- Service Transformation: Identify and pursue opportunities for service transformation and improvement.
- Performance Monitoring: Working with the delivery teams to monitor and manage service performance metrics and ensure compliance with SLAs.
- Promotion of New Offerings: Collaborate with sales and marketing to promote and educate clients on new service offerings and enhancements.
Qualifications and Experience
- Experience: Minimum of 10 years in IT services with a strong emphasis on client success, service delivery management, and client relationship management, ideally within the Corporate and Government sector for an MSP.
- Leadership: Proven track record in a leadership role with demonstrated success in managing client services and enhancing client satisfaction through strategic service delivery.
- IT Knowledge: Extensive knowledge of IT service offerings across Cloud & Infrastructure, Trusted Workspaces, and Data Management, with a strong ability to integrate these services into client solutions.
- Collaboration: Demonstrated experience in working collaboratively with service delivery teams, technical support, and other department heads to ensure service delivery aligns with client expectations.
- Compliance Understanding: Strong understanding of compliance frameworks and regulatory requirements specific to the Corporate and Government sector.
- Communication Skills: Excellent leadership and communication skills, capable of steering a team towards high client engagement and maintaining effective client relationships.
Skills and Competencies
- Strategic Leadership: Demonstrated leadership and strategic thinking capabilities for enhancing service delivery and fostering strong client relationships.
- Interpersonal Skills: Excellent interpersonal and communication skills for managing diverse stakeholder relationships and ensuring clear communication at all levels.
- Analytical Skills: Strong analytical and problem-solving skills for overseeing complex technology integrations and developing strategic client solutions.
- Project Management: Proficiency in project management and multitasking in a dynamic environment, ensuring timely execution of initiatives aligned with business goals.
- Technological Expertise: Expertise in technological innovation and practical applications to enhance user experience and productivity, particularly in integrating services across Trusted Cloud & Infrastructure, Trusted Workspaces, and Trusted Data.
- Security and Compliance: Understanding of security and compliance related to managing ICT environments
Perks & Benefits:
🌟 Meaningful Flexibility
We know work-life balance is important to you! Enjoy a hybrid work environment with minimal office days and flexible hours (when practical) around core work hours. Plus, feel free to ‘dress for your day’.
📍 Centrally Located
Our office is just half a block from the QVB, making commuting on office days a breeze!
💻 Tech!
We’ll provide you with a powerful laptop and a monthly mobile phone allowance.
💸 Discounts!
Enjoy staff discounts across various services including finance, health, real estate, and retail.
🎉 Social
Connect, learn, and socialize through regular team lunches, activities, learning opportunities, industry events, forums, and celebrations.
🤝 Employee Support
Benefit from study leave assistance, health and well-being support including a Mental Health First Aid officer, access to a confidential EAP, and annual flu shots.
🏖️ Leave Benefits
We offer 12 weeks of universal parental leave and a day off to celebrate your birthday.
🚀 Career Advancement Opportunities
Grow your career with opportunities to work on innovative and diverse projects across various industries and technologies. We’ll work with you to tailor a career progression plan and development goals to keep you challenged and growing.
🏆 Awards & Recognition
Your hard work and loyalty will not go unnoticed. We offer service awards, celebrate your achievements, and have an employee referral program for successful new staff member referrals.
Please note, all offers of employment at Experteq are subject to Police Clearance Checks.
Experteq is proud to be an equal-opportunity employer that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.
