Customer Success Manager

Ensure customer facing documentation is accessible and maintained e.g. customer operations manual, and educate customers on how to utilise BAU support & escalation channels effectively

Responsible as the primary escalation point for operational / service performance issues raised by the customer

Initiate and champion service improvement projects to address operational issues, risks or new customer requirements as their TPG service adoption journey evolves; work with customer to ensure the expected benefits of service improvements are realised

Continuously promote TPG Telecom as a trusted technology partner and lead customers through the various lifecycle journey stages (onboard, adopt/retain, expand, advocate) through consistent delivery of excellent customer experience Operational Excellence / Customer Experience Champion

Maintain tailored governance registers for assigned customers that summarize critical customer success factors, contract requirements, issues, risks, growth opportunities, actions and key service improvements

For new customers assigned during onboarding, ensure a smooth service transition from onboarding to operations phase; establish engagement with key customer stakeholders, educate on support procedures and align on service governance arrangements

For more complex services / customer rollouts, ensure a strong supporting data and system ecosystem is in place, to enable effective analysis of complex service performance issues and quality data driven inputs to service improvement initiatives

Educate & mentor internal support teams on specific aspects of customers’ operations to enable an elevated and consistent customer support and service management experience e.g. across incident, change and problem management core processes

Assist customer support teams with high priority customer support case resolution to ensure SLA performance targets are met, acting proactively or in response to customer escalations; ensure appropriate feedback loops in place with customer stakeholders

Assist with implementation and operation of internal service performance quality governance for allocated customers/products/services to defined KPIs e.g. technical support channel performance for IoT customers; champion the customer experience across all operational touchpoints

Drive strong governance in the form of: Develop and maintain ITIL “Good Practice” across allocated portfolio Drive and measure Continuous Service Improvement for customers Maintain all operational documentation and reporting ensuring strong governance over core activity Creation and distribution of accurate and timely reports which convey service availability & performance, customer experience and SLA compliance

Develop and maintain ITIL “Good Practice” across allocated portfolio

Drive and measure Continuous Service Improvement for customers

Maintain all operational documentation and reporting ensuring strong governance over core activity

Creation and distribution of accurate and timely reports which convey service availability & performance, customer experience and SLA compliance

Lead post-incident reviews for major incidents and deliver reports outlining corrective and preventative actions

Identify operational service improvement areas/opportunities. Develop and maintain effective Service Improvement Plans and drive associated implementation actions with internal TPG teams and 3rd party service partners as required.

Develop key cross-functional internal stakeholder relationships across the various Enterprise teams and wider organisation to ensure end to end process alignment and optimal BAU service delivery/operational performance

Promote and drive service improvement actions with cross-functional teams, continually advocating the required customer outcomes

Ensure customer portfolios can be covered seamlessly by other CSM team members during periods of absence, and provide cover for other team members’ customers as assigned Consultancy & Thought Leadership

Actively participate and contribute to the development of the core Customer Success capability as an integral component of the wider strategic EGW customer service model

Provide subject matter expert consultation on service to customers, positioning Customer Success Management as a professional service and driving year on year increase in the sale/adoption of CSM

Jointly participate in the definition and delivery of the key initiatives roadmap for the team

Active knowledge sharing on service management learnings / best practices gleaned from active customer engagements with the wider TPG IoT/MPN CoE community (across Product, Sales, Operations and Technology teams); participate in regular team knowledge uplift sessions and maintain the CSM best practice playbook.