Total 2 customer service manager job vacancies in Singapore Islamic Hub

This role will have responsibility for leading the team that makes every customer in their Major Area committed to Service Now for life and have the ability to marshal all customer resources to address any customer satisfaction, adoption, professional services, or renewal challenges within their Major Area, resulting in clear accountability, consistent service and one face to the customer. 
 
This role also carries the lead responsibility for Customer Satisfaction and Success through the sale and delivery of our Impact and Services products and add-ons, as well as the relationship with Partners -- all of which are critical to the company’s short and long-term success. 
 
Responsibilities 

• Owns the overall success, renewal and growth for all customers in a defined Major Area 
• Drives the alignment of customer success, expert services and transformational resources through adoption of innovative offers combined with market leading solutions that accelerate business value for our customers 
• Focus on customer intimacy to deliver business impact and innovation to a customer’s business by understanding our customers’ key business issues and opportunities 
• Create evangelists by listening to customers closely and delighting them with our user experience and service 
• Create growth opportunities with new product features and enhancement information 
• Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper 
• Create a consistent and valued customer experience developing and scaling repeatable methodologies and proven best practices 
• Work closely with the Sales organization to develop and execute growth plans and strategies to drive License Agreements, expert services and customer success. This will also require territory and portfolio planning alignment with Sales. 
• Establish relationships with leadership across sales, solution consulting, services, product, channel, and support leadership to ensure cross-functional alignment at scale 
• Effectively build and establish relationships with partner consulting organizations to enable a go-to- market strategy 
• Manage and achieve key business metrics including bookings, revenue, P&L, utilization, and expenses 
• Customer obsessed mindset in driving value and NPS across all CEG pillars 
• Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work. Provide Coaching, mentoring and an environment for growth, development and feedback to ensure the right skills and resources are in place for success. 
• Operationalize key national/global programs as well as to ensure the team can scale to meet the needs of our customers and do more with less over time. 

Primary Function of Position:

The Manager, Asia FSO (FP&A, Sales Operations) closely work with Asia FSO teams to support the business in the fastest growing market at Intuitive. FP&A function includes China manufacturing planning and analysis with the mission to drive operational efficiency. This position supports Sr. VP & President Asia Pacific and other regional commercial leaders for financial planning, forecasting, analyzing the business from entire Asia region standpoint with deep understanding of each market’s dynamics and is capable of providing valuable insights for their decision makings.

Roles and Responsibilities

• Lead, manage, recruit, develop, inspire, and evolve the Asia Sales Operations and FP&A teams and processes to provide our business partners "World-class decision, budget, analytic, and finance support on initiatives with defined ROI that drive the Asia business".
• Proactively analyze complex business problems, data, or trends and provide strategic, data-driven recommendations that support Asia Commercial planning, strategy, short and long-range financial models, and accelerated adoption and scale.
• Develop commercial reporting / cockpits that align to Intuitive's commercial fundamental building blocks (adherence to the TTP, incremental sustainable surgeons, high quality 90 and 180-day training productivity, increased sales contribution, clinical and capital selling milestones)
• Closely work with US HQ and own the process for budgeting, forecasting, long term planning in Asia region.
• Proactively evaluate data and market trends to anticipate opportunities for growth or risks to the business. Create plans, recommendations, and programs through people to capitalize on opportunities or counteract risks.
• Partner with Executive commercial leadership to develop board-level and customer-facing presentation materials.
• Closely work with China manufacturing FP&A team to optimize efficiency in manufacturing operations through data analysis and influence.