Customer Success Manager

About DXC Technology

DXC Technology is a top-tier enterprise technology and innovation partner serving global corporations and public sector organizations. The company specializes in managed infrastructure services, application modernization, and industry-specific software solutions. DXC helps clients leverage artificial intelligence to accelerate transformative outcomes amid rapid change, overseeing some of the most complex technology environments worldwide.

Role Overview

The Customer Success Manager will engage with a large government account in New Zealand, providing critical services. This vital client-facing position involves close collaboration with senior stakeholders to ensure delivery of value-focused solutions. The role focuses on enhancing customer experience, defining outcomes, and fostering lasting partnerships.

Key Responsibilities

• Drive the account cadence by interpreting customer needs into definitive goals and sustaining excellent service performance.
• Establish and nurture trusted relationships with stakeholders at both operational and executive levels.
• Create and implement Customer Success Plans linking service quality, customer satisfaction, renewal strategies, and measurable business results.
• Lead governance meetings and service reviews prioritizing value delivery and performance metrics.
• Steer initiatives to uplift service quality, system stability, and user satisfaction.
• Advocate innovation by recommending and integrating new strategies and capabilities generating tangible business advantages.
• Encourage broader adoption of current and new service offerings.
• Spot and cultivate growth opportunities within the account.
• Oversee risk management, handle escalations, and resolve customer concerns thoroughly.
• Represent the customer's perspective internally within DXC.

Required Skills and Experience

• Proven background in customer success, service delivery leadership, or account management within large ICT environments.
• Excellent stakeholder engagement abilities, especially with senior business and technology leaders.
• Experience in managed services, outsourcing, government or complex service delivery sectors.
• Capability to translate operational and service metrics into business value and evidence.
• Strong commercial acumen including knowledge of revenue protection, renewals, margin growth, and opportunity development.
• Discipline in governance practices such as quarterly business reviews, service evaluations, escalation handling, and account planning.
• Skill in coordinating cross-functional teams effectively.
• Experience or familiarity with government, public sector, or regulated frameworks is highly desirable.

Eligibility

• Applicants must be citizens of New Zealand due to client and account requirements.

Work Environment and Culture

DXC Technology values strong interpersonal connections and community at work, fostering an inclusive culture where everyone can flourish. The company supports in-person collaboration with flexible working arrangements to promote wellbeing, productivity, and accommodate individual needs.

Benefits and Perks

• Robust onboarding and professional development resources via DXC University.
• Referral incentives for bringing friends and family onboard.
• Flexible leave options, including the possibility to purchase additional leave days.
• Volunteer leave for charitable or emergency service activities.
• Employee Assistance Program offering support for employees and their families.
• Additional benefits such as novated lease programs, discounted health insurance, paid parental leave, and various discounts.

Equal Opportunity and Inclusion

DXC is an equal opportunity employer committed to embracing diversity and providing reasonable accommodations to qualified individuals with disabilities. The company promotes a philosophy of authenticity and inclusivity, recognizing that diverse contributions drive innovation and growth.

Fraud Warning

DXC does not conduct employment offers on social media, does not request payments from applicants, nor asks for purchase of equipment as part of recruitment. Job seekers should be vigilant against fraudulent schemes posing as DXC recruiters.