Senior Customer Services Manager

Canberra, ACT
Permanent
Full-time

1 month ago

About the job Senior Customer Services ManagerSenior Customer Service ManagerWe are FujitsuWe use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.The Senior Customer Service Manager will be focused on managing and developing Oceania customers whilst driving customer growth.Acting as a key point of contact for customers and stakeholders, ensuring their needs are met while identifying new opportunities for additional Fujitsu services and fostering long-term partnerships. The successful candidate will develop industry knowledge, build strong customer relationships, and contribute to revenue growth through effective account management and implementation of new solutions and products.This Senior Customer Service Manager role will be embedded amongst our Defence community supporting all their ICT requirements to enable them to protect Australia's interest. Fujitsu in Australia has a long history of delivering, supporting, and maintaining systems for the Australian Defence Force across Army, Navy and Air Force.About the role

Build and maintain relationships with customers and stakeholders, acting as a key point of contact and driving customer satisfaction.
Provide on-going support to the customer and end users, overseeing that Fujitsus services are delivered to the optimal level and in accordance with contractual obligations.
Develop a thorough understanding of the customer and their needs through identifying industry trends and market opportunities.
Identify future opportunities and needs within this customer account, establishing Fujitsu at the forefront of innovation within the market.
Collaborate across a range of business units and stakeholders within Fujitsu to drive a unified approach to the delivery of services.
Maintain and lead core activities within the customer account including performance reporting, monitoring of the contract and commercial arrangements, ensuring service delivery excellence and financial performance.
Stay informed about company products, services, and advancements in technology relevant to customer needs.

About you

A minimum 10 years' experience in an account management or service delivery role, ideally within the IT or related industries.
Strong interpersonal skills with the ability to build collaborative working relationships with customers.
Excellent communication skills both verbal and written.
Understanding of customer relationship management (CRM) tools and other enterprise business applications.
Strong understanding of IT industry trends and ability to apply to current and future customer needs.

Why Fujitsu?We are an organisation with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this Be Completely You.

We put people first. We believe in the power of diversity to drive innovation and our AWEI Gold Employer status and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.
We offer tailored career paths across our global organisation to support your professional and personal growth.
Our customers trust us. We have an excellent reputation across the region and globally.
Best in class reward and recognition programs flexible work, volunteering leave and more.
We live our values of aspiration, trust and empathy, all day, every day.

As an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose. In line with our diversity, equity, and inclusion strategy, we welcome applications from women and gender-diverse people; Aboriginal and Torres Strait Islander people; Māori and Pacific people; LGBTI+ people; people with a disability; culturally and linguistically diverse people; and veterans and emergency responders. Transgender and gender-diverse applicants can request a copy of our Frequently Asked Questions to assist with the recruitment journey by emailing .If you don't tick every box in this job description, please don't rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes so if this resonates with you, then please apply. For more information, please email .Search Firm Representatives Please Read CarefullyFujitsu does not accept unsolicited assistance from search firms for employment opportunities. All CVs or resumes submitted by search firms to any employee at our company without a valid written agreement in place for this position will be considered the sole property of our company. No fee will be paid if a candidate is hired by Fujitsu due to an agency referral where no existing agreement is in place with the Fujitsu Talent Acquisition Team. Where agency agreements are in place, introductions must be through engagement by the Fujitsu Talent Acquisition Team.For Security Cleared Roles - PLEASE NOTE:Due to the inherent requirements of the role, candidates must be Australian Citizens and hold a Australian Federal Government Security Clearance at the minimum level of Negative Vetting 1 (NV-1). The role will or will likely involve access to controlled technology and must satisfy additional restrictions and requirements as a consequence of the International Traffic in Arms Regulations and the Export Administration Regulations. As a consequence of these restrictions and requirements, applicants may be adversely impacted if they are not Australian citizens, are dual nationals, hold citizenship from proscribed countries, or are not of Australian national origin. Please refer to Discrimination (Fujitsu Australia Limited) Exemption 2017 (No 1) Notifiable instrument NI2020-672 (ACT).We're seeking you as an experienced Customer Service Manager to join our fast-paced, challenging, but immensely rewarding environment. Here, you'll collaborate daily with leading industry experts, former serving Defence personnel, and professionals deeply invested in Australia's security.

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