Do you have the best customer management skills around?
Do you live and breathe ITIL practices and operational excellence?
Are you passionate about engaging customers and helping them succeed?
Do you want to join a leading Systems Integrator across New Zealand and Australia?
Fusion5 is seeking an experienced Customer Success Manager (CSM) to join our Managed Services team based in our Wellington office. This role is pivotal in ensuring our customers experience consistent value, reliability, and satisfaction.
Key responsibilities:
Proactive management of customers with managed services contracts with a key focus on customer retention, enablement and referenceability
Develop excellent working relationships with customers and become their "go to" person
Deliver managed services contracts in alignment with mature ITIL practices – including management of Incident, Problem, Change, Service Requests and thorough Post Incident Reviews
Manage the operational efficiency, scope and outcomes in alignment with contracted service definitions
Measure and report on performance metrics against contract both internally and externally with the customer on a regular basis
Identify and implement strategies to improve service quality and contract margins
Primary point of contact for scheduled activities being performed afterhours for assigned customers
Drive regular (monthly/quarterly) customer engagement meetings to provide an update on all operational activities with key solution SMEs
Work with the Service Desk Manager, Technical Manager and Practice Manager to ensure all contractual obligations are met for all assigned customers including ongoing reoccurring activities
Support upsell and onsell activities with assigned customers to expand our managed services footprint and extend the customer relationship.
Our ideal candidate will have:
Service Delivery Expertise: Demonstrated experience in service delivery, ideally within a Managed Services Provider (MSP) environment
ITIL Proficiency: Strong knowledge and hands-on experience with ITIL practices, including Incident, Problem, Change, and Service Request Management. Proven ability to lead Post Incident Reviews (PIRs) and adhere to ITIL standards to ensure consistent service quality and customer satisfaction
Operational Excellence: Skilled in monitoring performance metrics, ensuring Service Level Agreements (SLAs) are met, and proactively identifying recurring issues through data analysis to drive continuous service improvements
Project and Contract Management: Ability to manage small projects within scope, time, and budget, along with experience in maintaining contract alignment, preparing renewal briefs, and conducting quarterly contract reviews
Customer-Focused Mindset: Excellent interpersonal skills, with a commitment to fostering strong client relationships and delivering consistent, high-quality service. Prior experience in facilitating customer engagement meetings and providing timely operational updates
Commercial Insight: Capable of identifying strategies to improve contract margins and service quality, demonstrating a keen understanding of contract terms, invoicing accuracy, and opportunities for upsell and cross-sell within assigned accounts
Qualifications: ITIL Foundation certification in IT Service Management (preferred), along with project management qualifications or equivalent experience.
About Fusion5
Fusion5 provides business solutions that add real commercial value to our customers. Our focus is on making potential reality for our customers, and our people. When it comes to technology, there is no such thing as 'one size fits all'. We ensure our customers are offered a choice when it comes to their technology solutions.
Fusion5 is proud to be a diverse, inclusive, and forward-thinking employer. We understand it's essential to provide a workplace where our people are engaged, challenged, successful and happy, and we've created just that! Along with an extensive range of benefits and core values to be proud of, we'll ensure you have every opportunity to make your potential, reality.
What we offer:
Competitive salary package
A focus on Employee Development, with regular sessions aimed at career progression
Opportunities for training and professional development
Annual company bonus scheme
Hybrid working arrangements
Regular social events and team activities to foster a vibrant work culture
Additional perks including birthday leave, discounted gym memberships, volunteer day, annual flu jabs, and more.
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