Thinkahead Consultant Psychologist Pty Ltd

Customer Success Manager

• Acts as a customer advocate.
• Results driven and customer focused; “Get things done - Make things happen”.
• Primarily responsible for ensuring that customer Service Level Agreements / Service Level Objectives are met.
• Responsible for coordination of renewing Managed Services contracts starting 90 days prior to renewal.
• Grow existing contract values by cross-selling and up-selling existing contracts.
• Build a strong relationship with key customer staff, client director team, and Managed Services teams and management.
• Ensure reports are provided to an agreed schedule or on request, including: incident management, account performance, and service unit billing reports.
• Leads onboarding activities for new Managed Services customers.
• Set expectations of service quality, availability, and timeliness with the client.
• Drives process improvements that increase customer satisfaction.
• Work with the client and Managed Services teams to identify and manage service improvement activities.
• Translate and drive prioritization of customer requirements into service and project requests.
• Be an active member of the change advisory board and ensure all changes are assessed, approved, communicated, implemented and reviewed in a controlled manner.
• Report, communicate, and update relevant stakeholders on service operations.
• Understand and be aware of the application of hardware and software technologies (and changes) relevant to customer environments.
• Assist with the development and improvement of the services organization.
• Leads and manages recurring Technical Assessments.
• Participates in business reviews with the customer and the AHEAD sales team.
• Supports and conducts self in a manner consistent with customer service expectations.
• Manage Root Cause Analysis and process and participate in Priority events as needed.

Client Success Manager