Senior Customer Success Manager

About The Role

Ventia have a newly created position for a Senior Customer Success Manager for a permanent full-time position and can be based in one of our offices in Victoria, New South Wales or Queensland.

The Senior CSM will be focused on Customer retention, growth and contract health across our DS&I (Defence) portfolio and will be responsible for ensuring that D&SI have a 12-month forecast on contract renewals.

They will also be required to identify growth opportunities through the use of data driven insights on customer sentiment across the contract portfolio and through further strengthening our relationships.

The Customer Success Manager will deeply understand customer sentiment across their customer portfolio, acting as the customer advocate back into the Ventia business. You will work closely with the Director of Customer identifying and delivering projects that will improve the overall customer experience and NPS and CSAT measures.

Other Role Responsibilities

• Proactively build customer loyalty by developing relationships and acting as the advocate for the customer back into the Ventia business.
• Drive customer data collection and compliance to ensure customer feedback can be collected and we work to maintain a single view of the customer.
• Conduct personalised Voice of Customer surveys as required.
• Analyse customer feedback and make recommendations for initiatives and projects at sector level.
• Own these initiatives and projects as required and report on progress and outcomes for the D&SI group.
• Design and develop documentation and customer journey mapping to facilitate clear roles and responsibilities and opportunities to improve the customers experience.
• Drive a customer centric culture by implementing change management activities that are leader led and keep employees informed as well as celebrates successes and opportunities.
• Ensure customers have a clear pathway for complaints and providing general feedback.
  
  

About You

You will have extensive experience working within a similar role, ideally in a large and complex organisation working with the delivery of services accompanied with:

• A strong understanding of service business financials
• Able to effect change and drive results through leadership, collaboration and influence
• Exceptional stakeholder engagement and influencing skills (Face to Face)
• Relevant Bachelors degree (Ideal)
• An excellent approach to Customer Experience and tailoring customer solutions
  
  

Diversity

Ventia is enriched by the diverse experiences, talents and cultures that our people bring to the organisation, while celebrating and respecting the communities we operate in. We are committed to providing a safe and positive environment that provides equal opportunities for individuals of all backgrounds, including Aboriginal and Torres Strait Islander people, Māori and Pasifika people, LGTBQI+, Women, Veterans and spouses and people with disabilities.

What We Offer You

Not only do we offer a competitive salary and career growth, we have also partnered with some reputable organisations to be able to offer discounts on Health Insurance, Banking (new home loans, credit cards, everyday bank accounts), flights & accommodation, car hire, car leasing and much more.

How To Apply

Select "Apply Now" to submit your application.

Position Reference Number: 161246