The Customer Success Manager is responsible for managing day to day operational support. Gathering customers feedback and comments from the clients. Identifies the client’s needs and work closely with various team and delivering the services.
Customer focused – Manage customer expectations and Build strong partnership:
- Act as a focal point for all support related queries and issues.
- Be passionate about customer satisfaction and experience and continuous service delivery improvements with CoE team.
- Work with customers to ensure they are leveraging services effectively and finding value in our services
- Assessing customer feedback and improving procedures accordingly to ensure that great customer service is always provided
Communication and Stakeholder engagement
- Possess strong interpersonal skills, which enables them to communicate with customer and team, give clear instructions and provide great customer service
- Ensure that effective communication is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes
- Manage multiple stakeholders. Work closely with sales, support, billing and other technical teams
- Ensure that regular reviews of the services provided (Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)) are conducted to maintain alignment between the services and the expectations of the customer
- Review with support team to ensure that all support tasks and deliverables meet quality and service levels
- Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business as Usual (BAU) support operations
- Notify/escalate critical issues or variations to senior managers
Staff Management:
- Working closely with a team size of 50-60 EUCD Engineers, ensure that all members understand the team’s objectives and work together to achieve it.
- Responsible for resource forecasting and planning to ensure service delivery is not impacted
- Review and raise resource requirement to Operation Lead.
- Integral part of performance review. To promote communication and provide useful feedback about job performance.
- Ensure that all processes and procedures are followed
Teamwork and Collaboration
- Collaborate, problem solving, and/or strategize upcoming client meetings with various team members
- Collaborate with internal stakeholders to establish relationship across all departments
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
Planning/Tracking operational activities and service upselling
- Ensure contractual meetings are done in time and open actions are follow-up and closed in time
- Establish Annual plans driving the improvement taking lessons from previous year, review with the senior manager
- Work with Senior managers and sales team to maintain and increase revenue by upselling the services.
Requirements
- 2-3 years as a Service Delivery/Customer Success Executive or Manager
- Good customer management experience
- Excellent written, oral and presentation skills
- Certification in IT Service Management and/or ITIL (v4 or above)
For Interested parties, click the "Apply Now" and send in your resume to <https://go.persolkelly.com/job/apply/4666>.
We regret that only shortlisted applicants would be notified.
Seah Irvin | REG No : R23112821
PERSOLKELLY SINGAPORE PTE LTD | EA License No : 01C4394
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