About us:

Established in 2007, CDC Data Centres is Australia’s leading operator of sovereign, secure, world-class data centre facilities.

Headquartered in Canberra with multiple facilities in the ACT, NSW and New Zealand, CDC’s diversified operations provide secure data centre configurations that support co-location, containerised and hyperscale compute environments with all campuses interconnected with high-speed carrier grade networks.

At CDC we are passionate about creating an inclusive workplace that promotes and values diversity. We believe that everyone’s unique experiences enable us to deliver meaningful benefits for our people, our clients and communities. Our mission is to attract, retain and grow the world’s best data centre team.

Our people are responsive, innovative and trusted in supporting our customers. Together, we configure the landscape to meet the security, reliability, connectivity and sustainability needs for today and tomorrow.

About the role:

We are looking for a Data Centre Manager who will be responsible for exceptional customer service and engagement to one of our key clients. The incumbent will ensure the site is operational, maintained and secured in line with best practice.

Key responsibilities include:

•      Monitoring of the Data Centre environment via DCIM Tools, including rack level temperature & power, chillers, generators, switches, pumps and Data Centre power.

•      Respond to Data Centre incidents 24 x 7.

•      Management of assets within the Data Centre by maintaining an accurate list of Data Centre racks and hardware via DCIM Tools.

•      Utilise DCIM Tools for capacity planning including physical space, power and network ports available in racks.

•      Data Centre patch management including providing support to the customer.

•      Data Centre security management including providing site access to people on the approved access list and escorting personnel during incidents and emergencies.

•      Providing Data Centre infrastructure maintenance by working with the customer to confirm that maintenance contractors have performed scheduled maintenance.

•      Contribute to Data Centre change management system inputs and action requests resulting from the change management system.

•      Provide clear communication to management and tower delivery teams on incidents within the Data Centre.

•      Perform approved Data Centre hardware installation, moves, adds and changes (IMAC).

•      Co-ordinate 3rd party suppliers to meet project deliverables in a timely manner.

•      Create and assist with the creation of service delivery and operational processes, procedures, and reports.

•      Deliver services to adhere to ITIL and define ITIL best practices that can be incorporated into the operational running of the Data Centres.

•      Provide support to the customer to assist with maintaining TIA-942 standards for the Data Centre.

•      Keep current on best practice for Data Centre facility management.

•      Meet CDCs service level agreements and assist the delivery team in meeting service level objectives.

•      Act as the central point of coordination for all Data Centre related incidents.

•      Follow correct site-specific delivery procedures and record management procedures to ensure information is accurate and handled correctly at all times.

•      Comply with CDC’s Policies and Procedures (including appropriate use of internet, probity, and employment conditions).

•      Other duties as directed from time to time.

About you: 

•      Experience providing services to Defence as part of Defence or Defence Industry.

•      Ability to rack server hardware.

•      Good knowledge of ICT hardware to assist with incident management.

•      An understanding of networking and communications over copper and fibre.

•      Ability to coordinate with multiple stakeholders.

•      Ability to travel when required.

•      Be available to work on call hours when required.

•      Maintain the ability to work flexible hours when required

•      ICT Hardware course or equivalent experience.

•      Mechanical or electrical course or equivalent experience.

•      Diploma in IT related course.

•      ITIL certification.

•      Understanding of TIA-942.

•      Data Centre Infrastructure Management related course.

Essential:

• Existing AGSVA Security Clearance at Negative Vetting 2 level.

How to Apply:

If you are looking to own your career and take on a new challenge in a fast-growing Australian Technology company and be part of our amazing team, please submit your resume and cover letter by clicking Apply.

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management software. We are a fast growing, dynamic business with a global customer base and team.  Headquartered in Auckland, New Zealand, with team members in the United Kingdom, United States, and Australia, we are dedicated to helping thousands of lawyers worldwide run highly successful legal practices.

Based in Brisbane you will have proven experience in the legal or accounting industries. You will be a strategic and supportive partner for our customers in this opportunity. As a tenacious and empathetic expert, you will proactively engage in the day-to-day management of your accounts, including strategic account planning and customer success issue resolution.

Reporting to the Manager of Customer Success, you will be responsible for developing and maintaining existing and new customer relationships while leading the customer to full adoption of our product. We are looking for someone who is customer focused, social, and analytical.  You will possess an aptitude for learning and using new software and be someone who can communicate clearly and effectively. This is a chance to make an impact in a successful cloud-based technology business.

This is a great opportunity for someone with great get-up-and-go and fantastic customer skills to join a tech company

What you will do:

As a Customer Success Manager, you will play a pivotal role in ensuring the success and satisfaction of our valued customers. Your responsibilities encompass a broad spectrum of activities aimed at building enduring relationships, addressing critical issues, and maximising the value of Actionstep's services.

Here's how you'll make an impact:

Relationship Building and Issue Resolution: Build enduring customer relationships by resolving issues promptly and tailoring solutions to their needs.

Primary Interface and Ambassador: Act as the main contact point to manage critical situations and educate customers on Actionstep's capabilities for effective usage.

Risk Management and Proactive Retention: Evaluate customer risk, proactively preventing dissatisfaction, and driving retention throughout their lifecycle.

Autonomous Account Management and Advocacy: Independently drive accounts while advocating for customers and reporting feedback to stakeholders.

Customer Engagement and Product Updates: Conduct regular in-person meetings, prioritize customer requests, and communicate updates for an exceptional experience.

Advocacy Development and Best Practices: Establish advocacy relationships with key customers, sharing best practices to enhance processes continually.

Strategy Alignment and Revenue Management: Align with customer strategy, conduct business reviews, and manage revenue through retention, renewal, and product adoption.

The KPIs you will own:

• CSAT (Customer Satisfaction) for Customer Success interaction
• Increase of NPS (Net Promoter Score) (owned with the Customer Team Organization)
• Customer churn percentage (owned by the Customer Success Organization)
• CHS (Customer Health Score)

Who you are:

Compassionate: you can mediate, counsel, and empathize with both internal and external teams to ensure customer expectations are managed while validating different experiences.

Curious: you want to find the answers and will work all the angles to get it done. You go above and beyond with in-depth research and evaluation to solve complex problems.

Principled: you build credibility and trust by understanding and addressing customer requirements.

Results-focused: you like to check things off your list and have a bias for action, using your decision-making prowess to make decisions quickly and solve problems.

Detail-oriented: you zoom in on the important facts and connect the dots between seemingly unrelated items.

Collaborative: you thrive when sharing ideas and connecting with the right people to find solutions

Cool under pressure: you know how to focus and keep your eye on the results.

What you will bring:

• Accounting / trust accounting knowledge
• Exposure to the legal industry (working with lawyers and law firms)
• A strong understanding of technical vernacular in order to effectively communicate with customers and internal teams.
• Experience working with Microsoft Teams, Churn Zero, Fresh Desk, Zoom, Azure
• 2+ years of experience in a Customer Success, Consulting or Sales related field
• Confident, high energy, self-motivated and a true team player
• Creative thinker, strategic and proactive
• Ability to effectively communicate through all mediums (virtual, verbal, listening, written).
• Strong aptitude for technical software products
• Ability to build credibility and trust by understanding and addressing customer requirements
• Proven track record of sustaining & growing complex relationships
• Proven ability in customer retention, presentation skills, and ability to work independently to deliver customer success.
• Exceptional client management and communications skills
• Experience working with senior and executive level customer contacts

We offer a fantastic and inspirational working environment!

• Flexible working.

• We are a team, we trust each other and we believe our best work happens when life & work is in good balance.

• Wear what you like to work.

• Unlimited Annual Leave

• Take your birthday off.

• Socials and team building events, remote and in person.

• Relaxed and friendly team.

• Fantastic training and development opportunities.