Head of Customer Success and Delivery at NEXTDC

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

22 Mar, 26

Salary

0.0

Posted On

22 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Relationship Management, People Management, Service Delivery, Stakeholder Management, Analytical Skills, Project Management, ICT Services Design, Contract Management, Service Improvement, Escalation Management, Solutions Design, Customer Experience, Team Leadership, Change Initiatives, Client Engagement, Service Management

Industry

IT Services and IT Consulting

Description

Company Description At NEXTDC we are building the heart of Australia & Asia’s high-tech future. We design, build and operate world class, next generation data centres, using cutting edge, environmentally efficient infrastructure to service the specific requirements of local, international hyperscale customers. NEXTDC is an exciting ASX 100-listed technology company, only 15 years young and operating 17 data centres across 7 major cities in Australia, with multiple international sites in development to support our customer’s digital infrastructure. At NEXTDC 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. Where Cloud lives and AI thrives Job Description As our Head of Customer Success and Delivery you will build strong, long-lasting relationships to help maintain our positive reputation with our growing customer base. In this role, you’ll provide strategic leadership, through management and technical knowledge to ensure uninterrupted service delivery to provide an outstanding customer experience. You will be responsible for: People Management, responsible for leading a team of experienced Customer Success Managers who deliver lifecycle management across customer experience, service management and solutions design you will be a Senior Leader with strong people management skills and experience Contract deliverables, understanding contract and SLA deliverables, to ensure compliance to customer requirements Relationship Management, establishing and maintaining deep customer relationships, lead client service review meetings, drive ongoing service improvement Working with the sales and pre-sales team to advise on realistic deal solutions and deadlines during contract negotiations. Success Management, proactively orchestrates resources to fulfil customers evolving needs Escalation Management, coordinate issue/escalation resolution with cross-functional team, preparation and delivery of postmortem reviews or Service Improvement Plan when appropriate Qualifications Your proven commercial experience will see you bringing: 8 + years’ experience in Customer Relationship Management role in the Data Centre or ICT industry Demonstrated experience leading, managing and coaching professional Customer Success or Service Delivery teams Experience in the design and architecture of highly available ICT services (data centre) in a large-scale environment Experience in the development of services deployed into data centre environments Excellent stakeholder and client-management skills with the ability to advise and engage at all organisational levels Strong analytical skills with the capacity to project manage and implement major change initiatives within a complex and fast paced business environment Additional Information 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 supporting hybrid work 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) Our mission is to continue building a diverse and inclusive workforce which represents the communities in which we operate. Make NEXTDC your next move.

Responsibilities

The Head of Customer Success and Delivery will build strong relationships with customers and provide strategic leadership to ensure outstanding service delivery. Responsibilities include managing a team, ensuring compliance with contract deliverables, and coordinating issue resolution.