Job Title

At NEXTDC we are building the heart of Australia & Asias high-tech future. We design, build and operate world class, nextgeneration data centres, using cuttingedge, environmentally efficient infrastructure to serve the specific requirements of local, international hyperscale customers. Company Description At NEXTDC we are building the heart of Australia & Asias hightech future. We design, build and operate world class, nextgeneration data centres, using cuttingedge, environmentally efficient infrastructure to serve the specific requirements of local, international hyperscale customers. NEXTDC is an exciting ASX 100listed technology company, only 15 years young and operating 17 data centres across 7 major cities in Australia, with multiple international sites on our journey to supporting our customers digital infrastructure. At NEXTDC, we know that our success depends on the talents of our people, and we foster a culture of continued learning and development. Our culture is built on collaboration and innovation, we are passionate about what we do, and we are committed to our mission to be the leading customercentric data centre services company. Where Cloud lives and AI thrives Job Description As our Head of Customer Success and Delivery you will build strong, longlasting relationships to help maintain our positive reputation with our growing customer base. In this role, youll provide strategic leadership, using management and technical knowledge to ensure uninterrupted service delivery and an outstanding customer experience. Responsibilities Contract deliverables understand contract and SLA deliverables to ensure compliance with customer requirements. Relationship Management establish and maintain deep customer relationships, lead client service review meetings, and drive ongoing service improvement. Sales & presales collaboration advise on realistic deal solutions and deadlines during contract negotiations. Success Management proactively orchestrate resources to fulfil customers evolving needs. Escalation Management coordinate issue/escalation resolution with crossfunctional teams, prepare and deliver postmortem reviews or Service Improvement Plans when appropriate. People Management lead a team of experienced Customer Success Managers who deliver lifecycle management across customer experience, service management and solutions design; a senior leader with strong peoplemanagement skills. Qualifications 8+ years experience in a Customer Relationship Management role in the Data Centre or ICT industry. Demonstrated experience leading, managing and coaching professional teams. Experience in the design and architecture of highly available ICT services (data centre) in a largescale environment. Experience in the development of services deployed into data centre environments. Excellent stakeholder and clientmanagement skills with the ability to advise and engage at all organisational levels. Strong analytical skills with the capacity to projectmanage and implement major change initiatives within a complex and fastpaced business environment. Additional Information Seize this exciting opportunity to join one of Australias fastestgrowing companies and play a key contributing role in the future of AI and the digital economy. Join an inclusive, diverse and valuesdriven working culture supporting hybrid work practices. Enjoy awesome employee benefits (gifted share options, NEXTDC Days, volunteer days, professional development, holistic wellbeing and mental health programs, and more). Great opportunities to progress within our company (grow as we grow). Our mission is to continue building a diverse and inclusive workforce which represents the communities in which we operate. Make NEXTDC your next move. #J-18808-Ljbffr