Vegemite toast? Shapes? Chocolate? Are these a few of your favourite things?

If so, we have the job for you! Join our corporate communications team at AECOM, a Fortune 500 infrastructure consultancy and one of the world’s most ethical companies.

We love our food, we love opinions on food (and TV), and we love creative communications…

In this varied corporate communications role, you will bring your creative communications thinking to help us build our brand in Australia New Zealand, support our (already great!) culture, and drive business growth.

We are seeking a Senior Corporate Communications Advisor to join our Australia New Zealand Marketing and Communications team, based in our Melbourne office.

Reporting to the Head of Communications – Australia New Zealand, you’ll be part of a broad team of content and communications, creative and marketing professionals working across AECOM’s four Australian and New Zealand regions.

Your work will assist our multidisciplinary team of nearly 4000+ engineers, planners, project managers, environmentalists, and scientists in delivering on time, every time, for our clients.

In this fast-paced corporate communications role, you will collaborate with our Australia New Zealand and Global Communications teams on channel strategy development, content creation, and coordination for our external channels, including our website and social media. You may also work closely with our regional delivery and operational leadership teams to coordinate and create communications and messaging to help drive our EVP, employee engagement, and keep our business informed and aligned.

It’s high-volume work where no two days are the same, and no job is too big – or small.

Our successful applicant is:  

• Passionate about clear, concise communications, and able to convert the ‘highly technical’ into the ‘easily understood’ 
• A self-starter with motivation to move projects forward in a large global organisation 
• A wordsmith with flair – you’ll know your Oxford commas from your comma splices (or you might not but we’ll teach you!), and you’ll love editing  
• Able to quickly build rapport, trust and influence, including with senior leadership
• Able to work across different time zones and cultures  
• Detail-focused and enjoys planning and project management. 

ServiceNow is seeking highly motivated and professional individuals to join our Support Account Management (SAM) Services team and play a critical role in delivering world-class customer satisfaction, as SAMs help ServiceNow change the way people work.

The SAM will be delivering both proactive and reactive services and act as a central point of contact for all support-related activities. You will be a member of a highly skilled team focused on a select set of high profile, strategic customers whilst delivering a high-quality service.

Additionally, you will be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively.

• Comfortable presenting to all levels of management, including C-Level stakeholders.     
• Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
• Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs.
• Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases, changes, problems, and on-going projects.
• Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.
• Act as the facilitator between customers and ServiceNow with reference to mandatory upgrades, patches, and security requirements.
• Manage, document and report on performance against service level agreements (SLA's) and where SLA’s are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely.
• Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to be a champion of change.
• Review open cases, problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution.
• Act as an escalation point for customer impacting business critical issues.

What you get to do in this role

• Lead efforts to develop and build a Support Account Management Team, including development of strategies, objectives and key performance metrics.
• Guide our team members in order to achieve their highest levels of performance through coaching, training, and providing opportunities to build and refine higher-level customer management skills.
• Support and inspire the team to deliver an incredible customer support experience.
• Refine Support Account Management interactions and processes through the extensive use of KPIs, data and analytics.
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, execution and service.
• Continue building upon the relationships with Technical Support, Operations, Sales, Customer Success, Professional Services, Engineering and others.
• Lead Renewal and New Sales business discussions with our organization, Sales teams and Sales Operations, supplementing them with expert knowledge of the Support Account Management Organization.
• Advocate for critical customer issues as a critical escalation point.
• Work with your team members in the participation, management and outcomes of organizational projects and programs designed to enhance our overall program.
• Work with internal teams to continue elevating the Support Account Management Brand internally.
• Continually mentor and execute to achieve our customer, corporate, organizational and employee objectives.