Principal Customer Success - Cloud Services

About BHP

At BHP we support our people to grow, learn, develop their skills and reach their potential. With a global portfolio of operations, we offer a diverse and inclusive environment with extraordinary career opportunities.      

Our strategy is to focus on creating a safe work environment where our employees feel strongly connected to our values and objectives, and where the capability of our people is key to our success.  

To enable the acceleration of value delivery across the whole Technology function, we have established a Cloud Team who are designing, building, and maintaining our hybrid multi-cloud BHP Cloud Platform. We will enable other teams to rapidly deliver digital solutions that improve the lives and work of our mining teams by providing a cloud platform that embodies the principles of Infrastructure as Code (IaC), Continuous Integration / Continuous deployment (CI / CD), and self-service. 

Come and be a part of this success. 

About the Role

In the Customer Success role, you will support the strategic planning function of the Cloud and Infrastructure team.  A central part of this service function is to form relationships with customers as well as the teams that are fulfilling the requirements, to ensure a continuous feedback loop to reshape the processes.  This will include both challenging and influencing how we fulfil the requests to ensure it meets the customer needs as well as the ongoing operational viability.  This role can be based in Brisbane, Perth or Singapore.

What’s involved? 

• Develops and manage strategic customer roadmaps in collaboration with the customer segments.  
• Develops and manage Cloud & Infrastructure (C&I) capability roadmaps in collaboration with the Cloud & Infrastructure leadership team. 
• Reviews and amends customer & C&I portfolio roadmaps. 
• Reviews and aligns with key strategy and highlights opportunities for improvement or gap analysis. 
• Support Strategic project demands – collaborating with C&I teams to map out scope, estimate work and coordination of requirements, including applying continuous improvements and resolution of problems. 
• Develop and manage a prioritized pipeline of demand strategic work to ensure we deliver maximum value with the capacity available and realise specific outcomes for BHP. 
• Manage the reporting of progress across key initiatives covering the schedule, performance, value, risks/issues, and quality to provide key information to C&I leadership team. 
• Create & manage any knowledge base collateral and providing training and assistance to customers as needed.  
• Provision of expert advice in navigating various C&I and BHP processes. 

About the Role

You will facilitate cross functional engagement with diverse stakeholders (technical and non-technical) that could include: Product Owners, Operations, Software Engineers, Governance Resources, Scrum Masters and Customers to qualify and prioritize these opportunities that will unlock business value for BHP.  The fun parts of this role include: 

• Shaping the customer service function, including process optimisation informed by establishing meaningful baseline metrics in-order to view and assess trends over time.   
• Leading and implementing best practise approach through the eyes of the customers and providing actionable ideas to help address issues in a timeline manner, turning detractors into promoters. 
• Establish ways of working and feedback loops with stakeholders, partners, and customers to introduce enhancements or drive prioritisation of platform initiatives. 
• Evaluate the optimum approach and identify opportunities for streamlining and scalability. 
• Raising the profile of Cloud and Infrastructure team to the business.
• Represent the voice of the customer. 

About You

As the successful candidate you will possess the following:  

• STEM Bachelor’s degree highly desirable; 
• Strong communication skills both written and verbal to support liaising with technical and non-technical business stakeholders; 
• Knowledge of Planning or PMO processes would be highly regarded and/or 
• Awareness of Cost Management and Forecasting Processes. 
• Ability to draw inferences from multiple data sources, to draw into a single deliverables. 
• Structured work approach - values and works to routine 
• System and process orientated - demonstrated experience in delivering 
• Through using standardised systems and processes. 
• Strong excel skills is desirable and Power BI would be advantageous 
• Foundation level knowledge of Cloud platforms is desirable. 

About our Process

At BHP, we are committed to employing individuals who align with the BHP Charter Values and meet the requirements of the role. As part of the recruitment process, there are a number of checks which may be conducted to demonstrate applicants suitability for a role including police / criminal background checks, medical, drug and alcohol testing, due diligence checks, right to work checks, and/or reference checks.

BHP also requires employees in Australia to be fully vaccinated against Covid-19 to ensure the safety and wellbeing of our people (from the 31st of January 2022 or earlier depending on relevant state health directives). If you are applying for a role at BHP please consider this new requirement when submitting your application. BHP will also adhere to any relevant health directives that may be made that affects our workforce. For further information please see our website (LINK)

Supporting a Diverse Workforce

The size and magnitude of our business not only provides significant opportunity for professional development, but also attractive salary packages with performance-based bonuses and a unique BHP employee share program.

At BHP, we recognise that we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. We are an Equal Opportunity employer and we encourage applications from women and Indigenous people. We know there are many aspects of our employees' lives that are important, and work is only one of these, so we offer benefits to enable your work to fit with your life. These benefits include flexible working options, a generous paid parental leave policy, other extended leave entitlements and parent rooms.

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