Description:
We are a leading communications technology Managed Service Provider (MSP) that connects Australian organisations to people, places, and things.
We have a deserved reputation for innovation and service excellence in the Australian ICT market having been in business for over 30 years. Over this time, we have grown from a mobility-first foundation and now offer managed services across enterprise mobility, 5G wireless WAN, complex data networks, cloud telephony, outsourced IT and Essential 8 cyber security. We are a Telstra Platinum Partner and many of our corporate customers are Australian and global household names
About the Job:
Do you have a passion for data analytics and fostering long-term customer relationships, driving business growth through hands-on customer engagement across their journey?
This position presents an exciting opportunity for someone to leverage their data analytics expertise to shape and enhance the digital experience for both customers and the business. You’ll play a pivotal role in onboarding clients and ensuring the successful development, implementation, and support of products and initiatives, all within an agile framework. Utilising advanced Excel and Power BI skills, you’ll conduct data mining, analysis, modelling, and visualisation to support key business objectives.
Continuous improvement is central to this role, alongside a strong focus on exceptional customer service and success. Your responsibilities will include maintaining overall customer satisfaction through regular interaction, providing guidance, and monitoring customer well-being. A keen eye for opportunity, an analytical mindset, and a passion for working with data are essential. Moreover, effective communication skills are crucial, as you’ll confidently demonstrate your analytic prowess while engaging with stakeholders diplomatically.
Tasks & Responsibilities:
Evaluate, interpret, and assist sales and support teams, providing data reports and data models using methodical and logical approach to answer multifaceted questions including the identification of trends or patterns in complex data sets to create valuable insights.
Maintain data models for analytic & reporting, including input to the enhancements required for the logical model, development and staging areas and source systems.
Profile, test and understand data extracted from multiple data sources to identify data trends, outliers, and modelling outputs regularly and on ad hoc basis.
Analyse and interpret data and billing trends, also build Telecom Expense Management and Fleet Optimisation
Utilise database management system software, with relevant tools and expertise, to analyse issues, gather performance metrics, and generate comprehensive reports.
Review existing data gathering and reporting processes and make recommendations for improvement, to increase efficiency and transparency and to ensure information requirements of all stakeholders are met.
Work closely with stakeholders from different functions to co-ordinate project requirements and manage clients across different industries and provide data analytical report on monthly basis in a timely manner.
Detailed technical skills in data analytics using Advanced Microsoft Excel, Power Bi Report Design, Data Visualisation, Data Modelling.
Examine data to uncover valuable insights, effectively convey your findings, and provide actionable recommendations to important decision-makers.
Ensuring the best customer experience possible for all customers
Own and nurture relationships with customers and ensure products and initiatives are developed, implemented, and supported utilising agile principles.
Play a leading role in improving the overall customer experience.
Work closely with the Marketing team to develop and execute a customer retention strategy.
Onboard and train new and existing clients on new technology that has been implemented.
Work closely with senior management on system updates and process improvements.
Skills & Experiences:
2+ years’ experience in a similar role
Experience with Telstra mobility plans will be highly regarded.
Power Bi Report Design (essential)
Advanced Excel skills (essential)
Ability to multi-task and handle a variety of challenging roles in a very dynamic environment.
Exceptional customer service skills and experience (essential)
Great communication skills and able to speak to C Level stakeholders.