Technical - Consultant

Employment Type

Permanent

Closing Date

24 Oct 2024 11:59pm

Job Title

Technical - Consultant

Job Summary

As a Senior TSSC Service Delivery Manage, you pride yourself on your exceptional technical capability and service excellence. In this role your mission is to ultimately increase Telstra’s Purple’s market share, by securing and delivering outstanding IT consulting solutions to our enterprise customers. You provide consulting services and lead medium-large scale engagements across our customer portfolio, often managing multiple engagements at a time. Your technical and commercial acumen, passion for customer engagement, strong communication skills and experience in delivering both pre and post sales activities are critical to success in this role.

Job Description

As a Customer Success Manager, you will be a trusted advisor for our strategic accounts and responsible for ensuring customers are successfully leveraging Telstra’s Security Services to achieve business value and a return from their investment with Telstra. You will work closely with our customers focused on increasing value, retention, customer satisfaction and expansion opportunities.

Role Responsibilities:

• Building and nurturing long-term relationships with customers to solidify our commitment and partnership to their success.

• Ensure that customers derive maximum value from their investments in Telstra by driving customer adoption, usage, and satisfaction to help achieve renewals, product expansion, and new growth.

• Develop an in-depth understanding of customer success criteria, initiatives, and use cases that support short- and long-term business goals of each customer based on their unique use cases.

• Provide continuous customer education on the Telstra product portfolio including new products, features, and enhancements.

• Generate regular/on-going proactive Service Reviews  focused on customer engagement, ensure product adoption is occurring, provide recommendations and to continually align on business goals.

• Monitor the customer’s progress towards achieving their KPI’s.

• Create and activate a plan with customers that results in BOTH business value outcomes and team behavior if the customers are not achieving key objectives/goals.

• Collaborate with cross-functional teams to synthesize customer feedback and offer informed opinions on potential solutions and enhancements.

Minimum Requirements:

• Minimum of 10+ years’ experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.

• Minimum of 5 years of experience working in cyber security.

• Minimum of 2 years of experience in network security or related discipline

• Minimum of 3 years of experience leading presentations (remote and in person) to external customers, managing accounts and interacting with C suite management and technical personnel

• Solid understanding of technical concepts to provide high-level guidance with implementation and solutions

Preferred Skills:

• Showcase a bias for action and demonstrate a passion for technology

• Ability to work in a fast-paced multidisciplinary environment, prioritizing efforts and managing customer expectations

• Ability to reconcile different points of view in meetings and summarize results concisely

• Familiarity with a CSM tool like Salesforce & ServiceNow a plus.

• Extensive expertise in maintaining customer loyalty

• Engaging in procurement dialogues and tackling objections effectively

Role:

• Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them.

• Demonstrate and educate new customers on how to use our enterprise platforms, content, and technologies in a manner that is tailored to their specific use-case.

• Ensure customers derive maximum value from their investment in Refinitiv services and solutions, utilize all licenses and collaborate with other Refinitiv stakeholder teams to ensure retention and growth.

• Drive content usage growth and retention through regular engagement with your clients, discussing product/content roadmaps and improvements

• Collaborate with client application owners to ensure they are getting the most from our data. Document and share insight around their usage versus contract.

• Monitor and evaluate usage data, account health and growth opportunities to build measurable insights

• Build, maintain and foster positive relationships with key decision makers and users within each account to influence adoption; Build strong ties with users to facilitate smooth customer experience from subscribed data solutions

• Prompt business development partners (Solution sales, proposition sales, solution consultant) when new business opportunities (upsell or cross-sell) are generated through adoption engagements

• Support your assigned Accounts on their strategic content and service issues

• Coordinate Post-Sales Implementation support to ensure stickiness.

Ideal Candidate will have:

• Strong multi asset expertise in customer success and managed security services.

• Understanding of regulatory data.

• Minimum 10 years client facing expertise

• Knowledge and Interest in Data feeds and Enterprise solutions products

• Knowledge of Banking technology infrastructure, trading solutions, APIs, Cloud services, Financial Market data

• Customer-Centric mentality

• Ability to map a customer’s business process to product capability

• Knowledge of our competitors’ products and service

• Strong ability to collaborate with internal operational and account management teams

• Engagement skills with an ability to establish trusted advisor relationships with business decision makers

• Excellent communication skills. Experience facilitating customer meetings and presenting to an audience in a concise, inspirational and convincing manner

• Able to perform effectively under pressure