Customer Success Manager

Date Posted: Posted30+ days ago
Melbourne VIC

Job Description

Two of Australia’s leading telecommunication companies, Vodafone Hutchison Australia and TPG, have come together to form TPG Telecom Limited. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. As the second largest telecommunications company listed on the ASX, TPG Telecom has a strong challenger spirit and a commitment to delivering the best services and products to our customers. We are driving competition and choice for businesses and consumers across Australia.

The opportunity

The Customer Success Manager continuously champions their customers’ operational and strategic growth requirements working collaboratively with multiple internal teams across the TPG Telecom business to ensure defined performance levels are met and new customer requirements are delivered effectively.

The CSM builds trusted, personalised long-term customer relationships ensuring ‘best of breed’ value-add service management and governance across the assigned Enterprise/Wholesale customer portfolios. This role will drive effective collaboration with customers, internal stakeholders, support groups and vendors to promote TPG Telecom as a trusted technology partner and continuously improve the end to end customer service delivery experience.


  • Develop and implement personalised customer success and governance plans that capture critical customer success factors and strategies for assisting customers to achieve them
  • Develop deep, long-term “trusted partner” relationships with senior customer stakeholders and an intuitive, intimate understanding of each customer’s operational and strategic needs
  • Educate customers on TPG Telecom’s products and services across the fixed, mobility and IoT product portfolios to ensure customers achieve maximum value from their investments and drive increase in product usage adoption
  • Drive effective resolution of complex customer onboarding / service delivery / technical support issues, acting proactively or in response to customer escalations and working collaboratively with internal teams as required
  • Maintain effective customer contact through regular structured meetings and deliver formal business performance and improvement reviews monthly/quarterly as required
  • Continuously promote TPG Telecom as a trusted technology partner and lead customers through the various lifecycle journey stages (onboard, adopt/retain, expand, advocate) through consistent delivery of excellent customer experience
  • Actively participate and contribute to the development of the core customer success capability as an integral component of the wider strategic service model
  • Provide subject matter expert consultation on service to customers, positioning Customer Success Management as a professional service and driving year on year increase in the sale/adoption of CSM
  • Jointly participate in the definition and delivery of the key initiatives roadmap for the team
  • Institute Service Governance across allocated portfolio, ensuring detailed understanding of commercial requirements, and contract obligations
  • Employ a strong pragmatic approach to incident and event management (24/7), particularly under pressure. Lead the customer focus in all restorative and resolution activities in a collaborative manner – and drive any improvements
  • Responsible as the primary escalation point to address service management issues with the customer

Knowledge and experience

  • Proven relationship management skills within customer and senior leadership team environments
  • Ability to deal with high pressure situations and changeable environments, flexibility, resilient and tenacious with a propensity to persevere
  • Proven leadership in the delivery of end-to-end service solutions.
  • Must be able to demonstrate good team building in a large matrix management environment with proven leadership skills
    • Builds outstanding relationships with customers and peers alike/ Forward looking with a holistic approach
  • Exposure or participation in business change/business process improvement. Acute business acumen and understanding of organizational issues and challenges
  • Excellent presentation, organisation and communication skills (written and oral).
  • Emotional resilience, including the ability to work effectively and efficiently under pressure in a 24 / 7 environment
  • Must be able to demonstrate good team building in a matrix environment with proven leadership skills
  • Experience in management of service, project and/or operational delivery teams.
  • Exposure to a sales environment within the IT&T industries.
  • Understand technology and be able to discuss technical issues

Benefits and perks

  • Flexible hybrid way of working (from home and office)
  • ‘Stay Connected Mobile’ – Access to a free mobile plan
  • ‘Stay Connected NBN’ – Access to a free NBN 100 plan
  • ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
  • Access to LinkedIn Learning and Vodafone Learning platforms
  • Access to Corporate Partner Discounts

We are committed to attracting, developing and retaining the best people by offering a flexible, diverse and inclusive workplace where hard work is truly rewarded. You will have access to fantastic benefits, including generous leave policies, leadership development programs and opportunities to grow your career. You’ll be faced with loads of variety where no two days are ever the same in a collaborative workspace that helps drive innovation.

Interested? We are excited to hear from you!

At TPG Telecom we take all reasonably practicable steps to protect the health and safety of our people. The successful candidate is required to be fully vaccinated against COVID-19, due to the increased risk of infection and nature of the work. Please let our team know if there is anything you need to discuss about your individual circumstances.


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