Customer Success Manager

Adventus; Singapore; Vor Ort; SGD 48.000 - 86.000; Vollzeit

Zusammenfassung

Adventus in Singapore is seeking a Customer Success Manager to lead the success of assigned accounts, ensuring smooth project implementations and proactive support. You will coordinate with clients and internal teams, monitor SLAs, prepare reports, and drive opportunities to improve the customer's business.

Fluent English and Mandarin are required to liaise with Mandarin-speaking customers; 1–2 years' experience preferred.

Qualifikationen

• Bachelor's degree in any discipline.
• Excellent communicator with fluency in English and Mandarin.
• 1–2 years in customer success or client-facing roles.
• Ability to manage a large portfolio of accounts.
• Strong stakeholder management and problem-solving skills.

Aufgaben

• Lead and drive customer success for assigned accounts.
• Ensure project implementations succeed and meet objectives.
• Coordinate daily operational support and communications with key holders.
• Monitor SLAs, escalate and prioritize issues.
• Serve as the main contact for service delivery.
• Oversee service delivery and prioritization of work requests.
• Manage a team of desktop/system/network and helpdesk engineers; assist onboarding during transitions.
• Provide clients with reports and trend analyses to improve their business.
• Identify gaps and drive closure with internal and external teams.
• Maintain long-term relationships between clients and internal teams.
• Balance customer satisfaction with company cost objectives and delivery to cost plan.

Kenntnisse

Customer success

Stakeholder mgmt

Multitasking

English & Mandarin

Ausbildung

Bachelor's Degree

Jobbeschreibung

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