The Graduate Client Manager role is integral to the project delivery to our Australia and New Zealand clients. Responsible for working with the Client Success and Solutions team to deliver market measurement and insight to the world’s biggest drinks companies, the GCM ensures that all standard deliverables are met.

Always aiming to uncover great insights that inform our clients’ decision making, the GCM works with the project team to identify the key brand and market trends through innovative & thorough interrogation and manipulation of CGA data sources.  

The role includes processing, manipulating & interrogating all CGA data sources to deliver best in class market intelligence, information & insight to our clients. The Graduate Client Manager supports the Client Success team to build & maintain great client relationships by providing outstanding customer service & deliverables through utilisation of the Client Success Framework.

Responsibilities

• Reporting & Database deliveries       
  • Responsible for ensuring all CS validation of OPM is complete·  
  • Full responsibility for the accurate & timely delivery of production period reports & databases to the clients
  • Competent user of Discover/Answers as needed
  • Work with other GCMs/CMs to share best practice reporting
• Insight, Consultancy & Presentation·      
  • Question & challenge client briefs to ensure complete clarity ahead of embarking on work
  • Identify correct data sources and methodologies to accurately answer client briefs & questions
  • Responsible for extracting all data required for analysis or briefs
  • Draw on market knowledge to accurately interpret data to reveal relevant insights
  • Construct brief relevant & attractive presentations with guidance from CM & SIM
  • Follow the Client Success Framework of best practice and processes.
• Client/Project Management
  • Responsible for delivering excellent customer and stakeholder service at all times
  • Responsible for building great relationships with assigned key contacts
  • Confidently handle simple requests and queries from clients and Client Solutions team
  • First line client/commercial team support for any Database, Reporting or Answers queries
  • Able to communicate the features & benefits of all CGA services
  • Proactive in sharing interesting trends or insights identified either in trade, in the press, or from wider CGA work with the client
  • Proactively build understanding of client businesses through personal reading/research & team discussions. 
  • Gain commercial awareness & understanding of CGA’s client portfolio & importance of revenue generation to CGA business
• Leadership
  • Responsible for own weekly resourcing, communicating effectively with CM & SIM to ensure time available to meet all client needs
  • Provide regular progress updates on all deliveries to CM & SIM
  • Support & upskill fellow account analysts through knowledge shares & training

Your Career

The Director of GCS at Area level will be a member of the Palo Alto Networks Global Customer Service Leadership Team in JAPAC and will be responsible for leading our matrixed GCS Area team through the delivery of exceptional customer experience and outcomes. 

This high visibility, high impact role is responsible for the GCS organisation which provides end-to-end post sale support to customers ensuring all customers are reliably deployed, fully adopted, technically healthy and achieving value from their Palo Alto Networks investments.. This position will report directly to the VP GCS in JAPAC.

Your Impact

• Manage execution and achievement of all GCS (Global Customer Services) including all metrics and targets for the Area on a quarterly and annual basis
• Proactively engage with and represent as the SPOC and owner, all GCS related topics in Area and execute in alignment with Theatre and Global GCS processes and ways of working
• Collaborate with sales leadership and proactively interface with CIO/CISO level customer leadership to gain insight and feedback on how to provide the best post sales experience - Lead when necessary in critical customer situations
• Work in alignment with the Area leaders to represent PANW to customers where required and deliver an exceptional customer experience
• Actively participate as a core leader of the GCS JAPAC leadership team bringing the specific Area related opportunities and challenges to the leadership team with data to enable effective and efficient execution
• Build a strong cross functional interlock and operating cadence with Sales, Product and Technical Consulting teams in Area
• Develop a high performance team of GCS staff creating a cohesive GCS organisation at Area level including direct and matrixed reports and organisations
• Build a growth mindset oriented culture that promotes diversity, continuous improvement, a sense of urgency and customer outcomes
• Own and drive the overall GCS execution programs - measure, monitor, and report GCS key quarterly targets and metrics and drive programs to assure continuous improvement 
• Lead the operating cadence of the business - Create the right operational metrics that are impactful to the customer experience and operating productivity and drive the right priorities and goal settings that deliver measurable improvements

What You Bring 

• Thought leadership and the ability to anticipate and quickly adapt to changing customer and company needs
• Passion for creating diverse teams and a customer obsessed, outcomes focused culture - Ability to inspire and attract the best talent
• Ability to create a strategy and align resources to execute and drive continuous improvement in alignment with other teams and organisations
• Executive presence - The ability to effectively communicate and influence at senior levels with customers and within the organisation 
• P&L/Run the Business experience and mindset - Strategic mindset, ability to scale, strong operational, analytical and problem-solving skills with a track record of making major transformational improvements to customer, operational and financial performance

What will you be doing?

• Assist and oversee the day-to-day operations of the Front Office team
• Supervise and monitor team members with true leadership ability that motivates the entire team.
• Take initiative to ensure all interactions with our guests are positive and productive.  
• Ensure the smooth and efficient running of the Hotel's operation in absence of the General Manager with a high level of customer service provided at all times.
• Actively resolve complaints and challenges presented by guests/customers to reach a win-win situation.
• Ensure there is management support and presence visible on Front Desk and in the lobby during key times throughout the day.  
• Process and assist with check-in and check-out of guests when needed.
• Respond to and coordinate emergency situations.