Total 36 human resource manager job vacancies in Customer Service category in Canberra, Australia

Having raving fans has been and will always be one of the most critical competitive advantages we have. The Customer Success Manager will be an individual contributor on a high-performing team that is redefining the client-vendor relationship with our enterprise accounts. We aim to win the hearts and trust of each and every SmartRecruiters user through a truly unique engagement model fundamentally designed to drive Hiring Success.

What you’ll deliver: 

• Working as part of a team within the GTM organisation supporting each other to achieve joint revenue targets on all assigned customers

• Assume overall responsibility for product adoption and utilization, preparing and educating customers on leveraging new features and releases.  

• Support the customer on release readiness by identifying opportunities for customers to take advantage of product innovations to increase value and impact over time 

• Partner with customers to define desired business outcomes and develop success plans, focusing on maximizing value realization from our solutions and services to deliver measurable ROI

• Build strong relationships with customer stakeholders at all levels, and deliver compelling Value Reviews that drive confidence and successful partnership

• Provide recommendations for best practices and look for potential solutions alongside other functional experts within SmartRecruiters. Connecting customers to available resources and where appropriate, other customers

• Prepare the customers for the contract renewal process by identifying value delivered and managing any risk or Red Account Objects. 

• Supporting the Account Manger to bring the renewal to a successful conclusion 

• Identify opportunities for account growth through upsell and cross sell and manage all opportunities to the Account Manager qualification stage

• Attend regular ongoing training both reactively and proactively to become a solution expert

• Use insight available to conduct consistent customer health checks to ensure solution adoption, optimization, satisfaction and engagement. Take action and provide recommendations to drive improvements when risk is identified

• Identify any potential risk to revenue loss or renewal by raising and managing Red Account Objects together with Account Managers and other internal functions to remediate and ensure revenue retention

• Build advocacy within the given book of business to increase the number of referenceable customers, identify case studies and other content which can be used to increase growth opportunities

• Contribute to adoption, best practice content and events held by the Community & Education team to increase the opportunities for self service education, including hosting best practice sessions for customers

• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product

• Collaborate closely with other internal functions to facilitate connections between them and the customer to assist in achieving desired outcomes whilst managing customer expectations on resources, timelines and responses from other functions.

Janes Introduction:

Janes enables militaries, governments, and defence companies to make critical decisions. Our expert-driven tradecraft, developed over 120 years, combined with human-machine teaming, delivers assured open-source intelligence across military capabilities and order of battle, equipment, events, countries, companies, and markets.
Linking millions of assured data points, Janes data model creates a framework of interconnected open source defence intelligence. This allows our customers to integrate all relevant data and connections into a single intelligence environment to deliver a more complete and accurate answer. Using Janes, our customers can use their scarce resource more effectively, to get to better decisions with higher confidence, more quickly.

How you will contribute at Janes:

• You will be responsible for training the end user community on the content and data from Janes they have available
• Developing and maintaining an engaged user community by understanding workflows and requirements, handling requests, comments or concerns
• You will work with the Sales team to identify and seek to capture any new business opportunities
• You will undertake end user community surveys and socialise feedback within Janes, following up on actions where required to ensue training meets and enhances their expectations of Janes
• You will support the testing of new products and development of existing products
• Lead the development and implementation of user community engagement strategies, including case studies and scenario modelling for sharing best practice
• You will work with Marketing to develop user promotions and support client engagement initiatives

The ideal skills and experience for this role are:

• Considerable experience in a data service provider and/or within the
Aerospace and Defence and military sectors
• Proven track record in an independent working environment
• Excellent communication and presentation skills both virtually and in person
• Proven administrative skills including working remotely and coordination
with multiple teams for problem solving
• Former military employee (preferable)
• IT experience/competency working with online toolsets

What you get to do in this role

ServiceNow is seeking highly motivated and professionals 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.

• 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.

Ambius division of Rentokil Initial has a great opportunity for a Local Service Manager to join the team. You will use your collaborative and engaging leadership style to take on the responsibility to coach, mentor and lead a team of service people to consistently deliver a high quality of service to our customers and encourage growth in our sales.

About Ambius

At Ambius, interior landscaping means more than just plants. We strive to be the premier creator of ambience for businesses which enriches the work experience and delivers a productive environment enabling people to thrive.

Our Ambius team are the people responsible for the lovely plant decor in hotel lobbies, the clusters of plant designs in shopping centres, the green walls and floral displays you see in many restaurants and office receptions. In summary we are responsible for providing any sized organisation with interior/exterior landscaping which engages clients and their staff through the health benefits of plants!

This is a highly customer-focused role and is ideally suited for someone with the desire and motivation to succeed and move up into more Senior roles within the Rentokil Initial business in the future.

Responsibilities in this role include:

• Coach, mentor and train the Service Team to achieve targets.
• Monitor and review service productivity rates, seek improvement and continually improve productivity, year on year.
• Implement the regional annual operational plan
• Conduct regular quality audits of specified client base and premises.
• Ensure Company service practices are met and identify opportunities to improve service standards.
• Ensure service efficiency is optimised through tools and technology available.
• Ensure the team’s company vehicles are maintained in a safe, reliable and clean condition.
• Proactively resolve customers’ issues.
• Develop and maintain long term customer relationships.

Requirements :

It will be expected that the successful candidate will have:

• Previous experience in a similar services role
• Experience within a management role with a services or operations background prefred but not essential.
• Experienced in implementing Worksite safety initiatives, dispute resolution and regular reporting to higher management
• High level communications and commercial experience
• The drive to lead by example to set a high standard of customer service

The successful candidate must be able to pass a Pre-employment medical, drug & alcohol screen as well as background and police checks.

If this sounds like the opportunity you’ve been looking for to take your career to the next level, click the Apply button now to submit your resume.

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, VIC 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 committed, tenacious and meticulous 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:
In this position, you will be responsible for ensuring the successful fulfillment of customer requirements. Your responsibilities will encompass stakeholder engagement, project oversight, and the coordination of internal teams to achieve performance objectives and enhance processes.

Other responsibilities include:

• Build and maintain strong customer/partner relationships to enhance customer satisfaction throughout pre- and post-sales activities.
• Collaborate with CDC teams, harnessing their expertise when needed.
• Strengthen CDC's ties with key customers, their on-site teams, and their clients.
• Support contract delivery by meeting specified KPIs.
• Generate, refine, and furnish client reports while ensuring compliance with contracts.
• Review and prepare client reports for external distribution and assist clients in comprehending and addressing queries.
• Organise and oversee client monthly business reviews, quarterly operational and security audits, and other compliance activities.
• Coordinate managed services projects, including obtaining quotations from partners/suppliers and ensuring high-quality project delivery with client sign-off.
• Promptly address all client inquiries, ranging from operational concerns to project quote/proposal sourcing.
• Develop company policies and procedures to streamline the fulfillment of major customer requirements. 

About you: 

• Proven experience within an Account Management, Service Delivery capacity, (with an exposure to Government/ Defence being desirable)
• Demonstrated expertise in managing services for larger scale clients.
• Proficiency in contract management, SLA reporting, problem-solving, and client relationship building.
• Work effectively with delivery leads to ensure consistent and clear communication on existing projects.
• Achieve client satisfaction, retention and growth targets as per account plan
• Competency in Microsoft Office suite, Microsoft Project toolsets and source code management.

Essential:

• Australian Citizenship with ability to obtain and maintain a NV1 Security Clearance.

How to Apply:

 If you are looking for an opportunity to play a vital role in a fast-growing Australian Technology company and be part of our amazing team, please submit your resume and cover letter by clicking Apply.

We are committed to fostering a diverse and inclusive workplace where all individuals are valued and respected. We believe that diversity of backgrounds, perspectives, and experiences leads to innovation and success. We actively promote equality and strive to create a welcoming environment for all employees. We are dedicated to building a team that reflects the diversity of our community and encourages everyone to bring their authentic selves to work.

Responsibilities

• Develop trusted advisor relationships with assigned customers, advocating on their behalf with internal functional partners as needed
• Drive product adoption and usage of insightsoftware products and solutions to retain and grow revenue 
• Craft effective strategies for customer retention, negotiate and secure renewal agreements, and facilitate the expansion of the use of our solutions within your customer base.  
• Organize and execute and communication strategy for assigned customers, including emails, one on one meetings, monthly update calls and quarterly business reviews focus on overall customer health and adoption statistics, product reviews, and contractual status checks.
• Forecast and track key account metrics (e.g. quarterly retention and growth results and annual forecasts) and clearly communicate progress to internal stakeholders
• Manage customer relationships and escalations, including high severity requests, with a focus on solving business problems and deriving customer value from insightsoftware’s solutions
• Drive a seamless customer experience by working cross-functionally with our product and services team to ensure each new customer can quickly adopt and gain value from our solutions
• Lead one or more special projects to enhance Customer Success goals and processes
• Participate in cross-functional reviews of product lines
• Train and mentor on-demand talent
• Other duties as assigned

Achievements/ Goals

• Complete Onboarding process (90 Days)
• Assume responsibilities of management of customer portfolio
• Complete renewal process for portfolio
• Engage customer in COR and regular communication cadence
• Participate in cross functional meetings.