Description The Customer Success Services (CSS) TAM Director is responsible for the Service Delivery aspects of the business within the Defence, National Security, and Federal Government portfolio, including customer satisfaction, employee development, team morale and performance, optimising the overall operation of the business, and attending to all administrative operational duties. Manages designated territory. Ensures appropriate account strategy and delivery plans are established, managed, updated, and reviewed for all customers and contracts within assigned territory. Works collaboratively with account managers and CSS partner teams to ensure optimal operation to meet revenue, margin, utilisation, retention and other key business goals. Demonstrated competency and experience in the following five key areas: 1) superior administrative and organisational skills, 2) advanced business acumen and knowledge of business terminology, 3) experience managing staff 4) knowledge of CSS services or similar experience managing professional services, and 5) effective customer and account management expertise. Good working knowledge of the tools, methods and techniques used to conduct periodic Account Planning and Account Reviews, solid background in Professional Services, Account Management, Project Management, IT Management, Customer Support, and Enterprise Software Deployments. PMP and basic ITIL Certification is desirable. Demonstrates strong interpersonal skills and soft-skills, extensive customer face-to-face experience at senior or executive levels, relationship building skills, both internal and external (with the customer). Able to manage and control activities in multi-functional areas and ensures appropriate operational planning is effectively executed to meet Corporate business needs. Holds a security clearance ideally at PV level. Demonstrated experience working with Defence and National Security sectors. Career Level - M4 Responsibilities Responsible for: managing costs, optimising revenue generation, maximising utilisation, accurate time entry and T&M forecasting, complying with all business practices/policies and norms, ensuring within-scope delivery, achieving expected customer satisfaction, obtaining contract renewal/retention, managing resource assignments, conducting account planning sessions, ensuring complete delivery plans, and promoting periodic value-based account reviews. Translates departmental goals into performance objectives for the team and works collaboratively with the extended account team to ensure that departmental and individual goals are achieved. Measures progress against the overall territory plan while routinely coaching account managers to maximise performance. LI-DNI
