Head of Customer Success - AWS & Azure

AC3

Key member of the Senior Leadership Team, championing Customer Success across all enterprise accounts. Complete ownership of the business unit.

  • Leading Public Cloud Provider (AWS, Azure, GCP)
  • Championing Customer Success
  • #30 "Greatest Place to Work Australia"
Head of Customer Success
Key member of the Senior Leadership Team, championing Customer Success across all enterprise accounts. Complete ownership of the business unit.
 
Leading Public Cloud Provider (AWS, Azure, GCP)
Championing Customer Success
#30 “Greatest Place to Work Australia”
 
About the company
At AC3, our purpose is to make technology real, and as the leaders in secure multi-cloud solutions, we get to do this for our customers every day. We are an Australian owned ICT MSP, with offices in Sydney, Melbourne and Auckland, servicing over 50% of the NSW State Government and over 700 enterprise customers.
 
We are a hyper growth business with a focus on three technology areas – cloud and infrastructure, cyber security, and software and data integration.
We support our customers at every step of their technology journey, from consult, to procure and build, to run and optimise and talent
management.
 
We’re a company that believes in doing the right thing by our customers and each other, and delivering on our promises. Beyond getting to work with cool tech and cool clients, you’ll also find real recognition and flexible work that works for you.
 
About the role
Our Customer Success Team are the secret ingredient that makes us stand out from the competition. As the leader of this team, you’re the face of all the engagements that help our valued customers operationally succeed in a hybrid cloud world and achieve true “Clarity in the Cloud”. You empower, coach and develop your team so they grow, and we do too.
 
The span of control crosses multiple geographies, vendors, and a P&L. This role has high business visibility, involvement and impact. You’ll be working particularly closely with our Customers (internal and external), the Sales, Professional Services, and Operational Services teams to foster a customer centric culture focused on customer satisfaction, loyalty, and advocacy.
  • Key member of the Senior Leadership Team
  • Develop and maintain a Customer Success Management framework
  • Oversee commercial management of our public cloud portfolio
Skills & experience
The ideal candidate is someone who started their career in a hands-on technical role and has also been a Service Delivery Manager appointed to a large enterprise account. Your technical experience will help you with managing the TAM’s and Client Services team, and the Service Delivery experience in a large enterprise, will help you with financials, stakeholder management, customer advocacy and retention, among other skills. This person will be a P&L owner, looking after our public cloud (AWS, Azure, GCP) resell business.
  • Must have experience in public cloud and/or hosted platforms; AWS, Azure, GCP managing a P&L $5m+ (Essential)
  • People management experience, ideally within an MSP, Systems Integrator, or Vendor. (Essential)
  • Background in Customer Success or Service Delivery for large clients. (Essential)
  • Technical IT background
  • Developed and sustained strong relationships with customers, suppliers, and industry reps.
  • Ability to communicate across both technical and non-technical areas
  • ITIL certification (Desirable)
  • Other industry certification (Desirable).
Culture
Culture is a top priority at AC3. We approach business with family values, which means people here have real relationships that go beyond work. We believe it’s important that everyone is heard and treated with respect, whether you have the next big idea or simply a question.
 
Benefits
  • $150k - $160k base + super
  • Leading company culture, real work life balance
  • Convenient Sydney CBD location
  • Work for a genuine leader in the Public Cloud arena & AWS Premier Consulting Partner