Client Success Manager – Cloud Services Group


Client Success Manager – Cloud Services Group

The Client Success Manager is a strategic leadership role within Orro’s Cloud Services Group.

Who is Orro?

Orro is an Australian technology success story. A platform-enabled, secure network and digital infrastructure provider trusted by some of Australia’s biggest brands to deliver them the future now, meeting the ever-changing needs of their markets, and our world.

We lead the industry in designing, building and operating digital infrastructure – providing greater efficiency, performance, agility and resilience. Our end-to-end, platform-enabled solutions, including cloud, collaboration, cyber and data services, take the stress out of tech for more than 400 businesses every day.

However, we never forget our job is to connect people, not machines. Therefore, we take the time to get to know our clients and learn how they like to work. It means we understand not just what they need now, but what they’ll need next.

What is the role?

The purpose of the role is to work with our strategic clients to provide strategic guidance, support to both internal and external stakeholders and takes responsibility for all aspects of the Cloud platforms, including dedicated, remote and shared.

Objectives & Responsibilities

  • Be accountable for ensuring customers successfully adopt and realise the value of Orro’s services and solutions.
  • Develop and execute the strategy that will accelerate the time it takes for customers to achieve the business outcomes they planned to receive by choosing Orro as their technology partner.
  • Ensure the execution of consistent standards while looking for new ways for customers to innovate their business through technology.
  • Be responsible for finding and identifying opportunities to increase revenue and growth within an existing Orro customer by working closely with the sales team.
  • As a customer advocate, be responsible for continuous improvement of results, reporting of engagement activities, creating and delivering business plans to key stakeholders, and ensuring support and alignment across the internal teams.
  • Ensure that the Client Success team is working collaboratively and will be responsible for executive communications within both the customer and Orro.
  • Build deep relationships with the customer senior leadership and the sales team. The role will set the overall vision and strategic success plan for their customer.
  • Develop a deep understanding of customers’ business goals, environment, pain points and operational maturity.
  • Build and encourage strong customer relationships to develop a holistic and deep view of immediate needs and innovation activities.
  • Help customers accelerate through the value lifecycle to realise their outcomes and drive successful renewals.
  • Provide detailed and documented requirements to cross functional teams that improve the impact of the customer experience with Orro.
  • Drive post-sales engagement in support of their customers business objectives.
  • Manage the client interface on major projects working in the background with the PMO and Professional Services team.
  • Develop and deliver Quarterly Success Reviews in partnership with sales and stakeholders.
  • Represent Orro at the highest levels within their customer.

Education & Experience

  • Advanced degree in a relevant area
  • 8 years’ demonstrated experience in a service delivery role within a large scale (preferably multi-national) technology services environment across a range of services
  • 5 years in a Technical Services Support role
  • ITIL foundation certification
  • Certifications in at least 2 technology domains
  • PMP or Prince2 certification

Why should you work for us?

Orro is an exciting Australian technology company, and we offer you:

  • An opportunity to join a rapidly growing national organisation
  • An opportunity to work with a supportive and passionate team to change the way Australian businesses connect, collaborate and operate
  • A competitive remuneration package
  • An opportunity to drive a pivotal function within a growing business at an exciting point in its history
  • A range of employee benefits including 3 x paid volunteer days, internet/mobile allowances, novated leasing, employee discounts, wellbeing platform etc.
  • Opportunity for career advancement as our business expands further

How do I apply?

You are invited to submit your resume, including a covering letter through the link below. Your covering letter should be no longer than one page, explaining your suitability for the role.

Apply now

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