Principal Customer Success Manager

The Principal Customer Services Manager is responsible for leading and managing a team of Technical Account Managers (TAMs) and Financial Analysts within the AWS customer support team. This role ensures the delivery of exceptional customer service and support, driving customer satisfaction and operational excellence.Key Responsibilities:

• Mentor and develop a high-performing team, fostering professional growth.
• Ensure high-quality support and advisory services, maintaining strong relationships.
• Collaborate with Client Account Directors and leadership to achieve financial objectives.
• Optimize processes for efficiency, response times, and service quality.
• Develop and execute strategies to enhance support services and drive improvement.
• Work with leadership and departments to address challenges and identify growth opportunities.

Skills & Experience:

• 3+ years managing a Technical Customer Services team with a focus on mentorship and performance.
• Strong background in IT/cloud customer service management with a passion for excellence.
• Solid knowledge of AWS services and cloud technologies.
• Ability to interpret data, identify trends, and make informed decisions.
• Strong written and verbal skills to collaborate at all levels.
• Ability to manage competing priorities and deliver results under pressure.
• 5+ years in Technical Account Manager, Service Manager, or IT Support roles.

Life at Versent

We're a diverse team of motivated humans who think outside the box and strive to deliver what others might consider impossible. At Versent we truly care about our people and put real focus on cultivating a culture of learning, collaboration and growth.  We provide our teams with the space, trust, and support, to deliver the best work of their careers. To enable this, we have a culture that places a high value on continual feedback, excellence, and invention anchored in customer success.

We also offer our team:

• Flexibility: We give you the freedom to excel, providing as much autonomy and flexibility around when you work so you can manage your time in a way that best suits you to get the job done.

• Learning: We are passionate about continuous improvement and care about you investing in and developing your craft. Our Craft 180 Program is a holistic strategy for ongoing, meaningful skill and capability development with an ultimate goal to create an environment where people can learn and contribute in different ways to develop, practice and become masters of their craft.

• Access to Benefits: If you love to be rewarded, you’ll be excited by the scale of offers when you come on board with us. From access to the Telstra My Rewards Platform, to a paid device + plan and salary packaging, there is something for everyone.

• Health & Wellbeing Programmes: We focus on you as a whole person, with wellbeing initiatives that are to support you mentally, physically, emotionally and financially.

• Connection: Regular social activities across your team and the organisation.

• Recognition: We offer several reward & recognition programmes to acknowledge the amazing work that you do!

• Career opportunity: We provide the opportunity to work on diverse projects and initiatives that enable you to create a brilliant career.

At Versent, we don't adhere to a one-size-fits-all hiring strategy. We understand that you might not fulfill all the criteria for this position. Our celebration of diverse perspectives isn't just a value, it's a way to gain an edge. If you believe this opportunity is where you can thrive, don't be shy and apply! 

If you require any accommodations throughout the interview process, please get in touch with us by emailing [email protected].