Head of Customer Success and Delivery

At NEXTDC we are building the heart of Australia & Asia’s high-tech future. We design, build and operate world class, next‑generation data centres, using cutting‑edge, environmentally efficient infrastructure to serve the specific requirements of local, international hyperscale customers. Company Description At NEXTDC we are building the heart of Australia & Asia’s high‑tech future. We design, build and operate world class, next‑generation data centres, using cutting‑edge, environmentally efficient infrastructure to serve the specific requirements of local, international hyperscale customers. NEXTDC is an exciting ASX 100‑listed technology company, only 15 years young and operating 17 data centres across 7 major cities in Australia, with multiple international sites on our journey to supporting our customer’s digital infrastructure. At NEXTDC, we know that our success depends on the talents of our people, and we foster a culture of continued learning and development. Our culture is built on collaboration and innovation, we are passionate about what we do, and we are committed to our mission to be the leading customer‑centric data centre services company. Where Cloud lives and AI thrives Job Description As our Head of Customer Success and Delivery you will build strong, long‑lasting relationships to help maintain our positive reputation with our growing customer base. In this role, you’ll provide strategic leadership, using management and technical knowledge to ensure uninterrupted service delivery and an outstanding customer experience. Responsibilities Contract deliverables – understand contract and SLA deliverables to ensure compliance with customer requirements. Relationship Management – establish and maintain deep customer relationships, lead client service review meetings, and drive ongoing service improvement. Sales & pre‑sales collaboration – advise on realistic deal solutions and deadlines during contract negotiations. Success Management – proactively orchestrate resources to fulfil customers’ evolving needs. Escalation Management – coordinate issue/escalation resolution with cross‑functional teams, prepare and deliver post‑mortem reviews or Service Improvement Plans when appropriate. People Management – lead a team of experienced Customer Success Managers who deliver lifecycle management across customer experience, service management and solutions design; a senior leader with strong people‑management skills. Qualifications 8+ years’ experience in a Customer Relationship Management role in the Data Centre or ICT industry. Demonstrated experience leading, managing and coaching professional teams. Experience in the design and architecture of highly available ICT services (data centre) in a large‑scale environment. Experience in the development of services deployed into data centre environments. Excellent stakeholder and client‑management skills with the ability to advise and engage at all organisational levels. Strong analytical skills with the capacity to project‑manage and implement major change initiatives within a complex and fast‑paced business environment. Additional Information Seize this exciting opportunity to join one of Australia’s fastest‑growing companies and play a key contributing role in the future of AI and the digital economy. Join an inclusive, diverse and values‑driven working culture supporting hybrid work practices. Enjoy awesome employee benefits (gifted share options, NEXTDC Days, volunteer days, professional development, holistic wellbeing and mental health programs, and more). Great opportunities to progress within our company (grow as we grow). Our mission is to continue building a diverse and inclusive workforce which represents the communities in which we operate. Make NEXTDC your next move. #J-18808-Ljbffr