Customer Success Manager

Adventus Singapore; Singapore; On-site; SGD 78,000 - 123,000; Full time

Job summary

Adventus Singapore is seeking a Customer Success Leader to drive outcomes for assigned accounts. You will ensure project delivery, manage daily operational support, and maintain strong relationships with clients.

You will lead a team of desktop/system/network and helpdesk engineers, coordinate onboarding, monitor SLAs, and report on performance trends to help customers succeed while balancing cost and business objectives.

Qualifications

• Bachelor's Degree in any discipline.
• Fluent in English and Mandarin; liaise with Mandarin-speaking customers.
• 1–2 years of relevant customer success or client-facing experience.
• Ability to multitask and manage a large portfolio of accounts.
• Business acumen, customer focus and financial awareness.

Responsibilities

• Lead and drive customer success for assigned accounts.
• Accountable for the success of project implementations for contracts.
• Communicate with key stakeholders on daily operational support.
• Monitor SLAs, escalate issues, and prioritise work.
• Serve as the point of contact for service delivery.
• Oversee service delivery and prioritisation of work requests.
• Manage a team of desktop/system/network and helpdesk engineers; onboard as needed.
• Provide reporting and trend analyses to support customers' business.
• Identify gaps and drive closure with internal and external teams.
• Maintain long-term customer relationships and balance cost objectives.

Skills

Customer success

Stakeholder management

Multitasking

Analytical thinking

Problem solving

Bilingual English-Mandarin

Education

Bachelor's degree

Job description

Adventus is an Information and Communications Technology (ICT) Solutions and Services Provider with a wide footprint across the globe.

We help organizations bring about positive transformation to their businesses by leveraging intelligent applications of innovative solutions and pertinent services to remain winners in today's ultra-competitive marketplace.

With our strong network of technology partners, excellent domain expertise and differentiated value proposition, we are able to go above and beyond for our customers, far exceeding expectations.

Job Responsibilities

• Lead and drive the customer success for assigned accounts

• Accountable for the success of projects implementation for assigned contracts

• Manage and communicate with key holders on daily operational support

• Monitor and ensure SLAs are met, issues escalated and prioritized

• Act as the point of contact for service delivery

• Responsible for service delivery of account and prioritization of work requests

• Manage a team of desktop/system/network and helpdesk engineers. During transition phases, the team will work closely with customers on the onboarding of service/equipment

• Provide customers with relevant reporting and trend analysis statistics to pro-actively support and improve the customer’s business

• Identify operational gaps and drive to ensure closure, both internally and externally

• Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams

• Work on financial cost priorities to ensure a balance between customer satisfaction and company’s business objectives

• Ensure delivery to cost plan

• Any other ad-hoc duties as required or assigned

Job Requirements

• Bachelor's Degree in any discipline

• Excellent communicator with fluency in English and Mandarin (to liaise with Mandarin-speaking customers) and comfortable with stakeholder management

• Possess 1-2 years of relevant customer success experience/client-facing experience

• Ability to multi-task, and comfortable handling a large portfolio of customer accounts

• Advantageous to possess business acumen, customer focus and financial management skills

• Self-motivated and proactive in resolving issues and identifying new opportunities on the account

• Effective interpersonal skills, both written and presentation

• Strong analytical and problem-solving skills, combined with the ability to provide quick resolution to problems