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.  

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

Strategic Oversight and Planning: 

• Own and lead the creation, build, and delivery of marketing automation projects. 
• Drive the strategic direction for customer journey initiatives, ensuring alignment with business objectives and customer relevance. 
• Drive and measure commercial impact from Journey initiatives. 
• Develop and implement new strategies to optimise customer journeys and enhance the overall customer experience. 

Team Leadership: 

• Oversee and manage a team of three email marketing specialists, providing guidance, mentorship, and professional development. 
• Foster a collaborative and high-performing team environment, encouraging innovation and continuous improvement. 
• Ensure timely and successful delivery of all CRM automation projects, meeting quality and performance standards. 

Content and Communication Strategy: 

• Develop and execute industry-leading, highly personalised customer lifecycle journeys and campaigns. 
• Drive the strategic direction for on and off-platform communications, including email, SMS, push notifications, and other integrated channels. 
• Take an active role in the personalisation strategy, ensuring communications are tailored to individual customer needs and preferences. 
• Proactively engage in the Newsroom rhythm, identifying opportunities to update and enhance journeys leveraging updated content.  

CRM and Marketing Automation: 

• Manage and execute all aspects of the Salesforce Marketing Cloud CRM, including data governance, designing and building complex marketing automation workflows. 
• Continuously evaluate and optimise CRM workflows and automations to improve efficiency and effectiveness. 

Data Analysis and Optimisation: 

• Use data and various reporting platforms to analyse and understand the outcomes of journey activities, continuously optimising to improve results. 
• Define segmentation criteria for batch and trigger emails/SMS campaigns and conduct A/B testing to identify best practices. 
• Create data extensions using SQL scripts and ensure accurate database management. 

Cross-Functional Collaboration: 

• Collaborate with cross-functional partners in Product, Design, Engineering, and Distribution to develop page templates and components that are on-brand. 
• Work closely with Sales teams on telephony campaigns and other customer engagement initiatives. 
• Guide and teach the business on automation best practices and options based upon measurement experience and frameworks. 

Governance and Compliance: 

• Own the development of a content governance system, maintaining and optimising older web journeys for continued relevance and performance. 
• Ensure that all journey content is accurate, consistent, and on-brand, maintaining a distinctive tone of voice for both Lendi and Aussie brands. 
• Ensure compliance with all relevant regulations and best practices in email marketing and customer communications. 

About Us

blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 5th year running, as Mid-Market Partner of the Year at the ARN Innovation Awards.

We pride ourselves on being a genuinely great place to work, with a vibrant culture, clear vision, and strong leadership. When joining blueAPACHE, you are joining an organisation that is driven by our core values of employee and customer experience. We are proud to be an equal opportunity employer and are committed to building a diverse and inclusive workplace where we embrace our individual talents, and our differences.

The Role

We have an exciting opportunity for a L2 Service Desk & Onsite Engineer to join our busy Service Centre Team in Sydney. 

The role will be based in Alexandria and will be predominately L2 helpdesk/phone based work with occasional travel between customer sites which are both located within Metro and regional NSW as and when required. 

The successful candidates will have previous MSP experience and provide helpdesk support to ensure the smooth operation of IT services for our customers.

2+ years of experience working within a Service Desk or Field Services role.  

Basic understanding of IT Infrastructure with some experience including networking technologies such as routers and switches (switching, routing, VLAN, WLAN, WAN, TCP/IP, Radius, VPN).  

2+ years Active Directory, DNS, DHCP and group policy experience  

2+ years experience working with a ticket management system.  

Qualifications

A valid Driver's Licence and your own transport

IT degree or Diploma

blue APACHE continues to grow alongside some of Australia’s leading midmarket businesses, our valued clients. We continue to stay abreast of current technologies to maintain our competitive advantage, offering the opportunity to continually expand your technical expertise and provide an uncompressing offering to our clients. We recognise our people are our most significant differentiator.

• We offer options for you to interview virtually.
• blueAPACHE offers an environment to make a real difference, develop careers within a supportive and rewarding environment.
• Regular social events and an awesome culture – work with a team of experts in their field
• Health Insurance discount with Medibank
• Discounts on 1000’s of products
• Novated leasing available for all employees
• Employee Assistance Program from The Mind Room
• Ongoing training and development including paid certifications.
• Quality hardware and laptop provided.
• Employee referral programs - once you are in and you are loving it - you can refer a friend and get paid for it!

Please note, all offers of employment at blue APACHE are subject to Police Clearance Checks.

Airtree is excited to support its portfolio company, Fetch, in hiring this mission critical role.

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