Customer Success Manager

Job Description

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent and innovation led company with 801,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at

At Accenture, our philosophy is anchored in recognising that our people are multi-dimensional. We take an intersectional human approach to create a work environment where all people feel like they can bring their authentic selves to work, every day.

JOB SUMMARY

The Customer Success Manager (CSM) develops and manages the strategic relationship with our SMB customers to promote a strong and trusted partnership.  A successful CSM ensures the customers are receiving value across our  managed service portfolio, mitigates churn, and is targeted on growing the account through cross-selling and upselling opportunities.  As an advocate for the end customer, this key resource works with both our client and Accenture’s internal teams to ensure timely action and communication, both proactively and reactively, when issues arise.  As part of this role, the CSM interacts with all levels of both the client and the end customer’s organization including sales, service delivery / operations, finance, and executive management to ensure the highest level of customer satisfaction and retention.

The CSM must possess excellent written and verbal communication skills and must be able to manage multiple priorities and customers in a fast-paced environment.   This person must have demonstrated ability to act as a self-starter and can execute objectives and problem solve without day-to-day supervision.  A key attribute for the CSM is possessing the ability to bring local and remote teams together to work on and resolve issues that arise to mitigate customer impact.

This individual will have specific visibility into internal process management such as Incident, Change and Problem Management within their assigned accounts.  They also should look to drive additional account growth by discovering opportunities to engage Sales. In addition, this role requires the ability to synthesize data including, incident, status and project information, and to effectively present that information back to the customer in presentations, graphical and dashboard formats.

RESPONSIBILITIES :

In addition to the core competencies, you will :

The primary contact for our customers for support to any service-related queries / incidents

Advocate for customer satisfaction to ensure the highest level of NPS

Proactively drive efforts to improve the customer’s experience with our client’s portfolio of products and services such as recommending upgrades, applicable new product sets and configuration changes, in concert with the sales and delivery teams

Provide regular internal status updates and customer sentiment, as directed, within internal tools and systems and initiate remediation “get healthy” programs

Provide oversight for multiple concurrent customer and client initiatives, including status updates and maintenance of risk and issue logs

Provide an escalation point for day-to-day operational issues

Provide support to the account team during major incidents

Responsible for growing their accounts through reducing churn and successfully upselling and cross selling opportunities

Have an intimate understanding of the customer’s contract and adherence with SLAs, working to prevent and mitigate any risks for breach

Understand the customer’s contract, contract structure and services sold within each assigned account, including an awareness and visibility into the current utilization of services

Initiate the renewal process and coordinate with Sales and internal teams

Keep the customer informed by enabling customer participation and communication in an organized and proactive manner facilitated by RAIL calls, status meetings, business reviews and executive briefings

Ensure the customer receives timely responses and the best possible solutions related to change requests and incidents

Understand the customer’s technical design and ensure that proper monitoring is implemented to optimize the responsive time when potential issues arise

Maintain regular contact with the client’s Sales team / Account Manager assigned to the account

Develop and maintain positive customer relations with business contacts

Perform periodic internal Account Plans and reviews, with client  account team, and broader executive team as needed

Work with customer to establish a cadence of normal business reviews to discuss the health and activity of the Customer’s business

What we are looking for (Skills and Competencies)

8+ years’ experience in Customer Success, Service Management or related role

Working knowledge of :

Public cloud environments, M365 features and technical attributes, with certifications a plus.

A good understanding of ITIL service management processes.

Technical account-level exposure desired related to managed hosting / managed services and professional services

Familiarity with customer contracts and the process of customer renewals

Ability to manage multiple accounts and priorities

Demonstrated ability of a high degree of independence and the ability to be proactive and solution oriented

Excellent interpersonal and relationship building skills

Strong written, verbal and communication skills

Generate innovative ideas and the ability to challenge the status quo, particularly in the identification of opportunities within assigned accounts

Project management training and experience is a plus

Education

BS / BA degree and technology background strongly preferred

WORKING CONDITIONS

This role is based in Melbourne or Ballarat Victoria and required to be in the office

Some travel may be required

Qualification

Locations

Ballarat

Melbourne

Additional Information

Equal Employment Opportunity Statement for Australia and New Zealand

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About Accenture

We work with one shared purpose : to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.

We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.

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