Customer Success Manager

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 www.accenture.com.

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