Customer Success Manager (IT)

NCS; Singapore; In loco; SGD 90.000 - 150.000; Tempo pieno

Descrizione del lavoro

NCS is seeking an experienced Customer Success Manager to head our customer success team. You will lead a group of success managers and drive satisfaction, retention, and growth by ensuring clients achieve maximal value from our IT solutions.

You will build executive relationships, define scalable success frameworks, and collaborate with delivery teams to align client needs with company goals, while targeting outcomes that increase renewals and upsell opportunities.

Competenze

• 5+ years in customer success, account management, or IT consulting with leadership experience.

Mansioni

• Lead and mentor a team of Customer Success Managers.
• Establish best practices, processes, and KPIs for customer success.
• Foster accountability, collaboration, and continuous improvement.
• Track and drive activities to achieve financial KPIs.
• Oversee onboarding, adoption, and retention strategies for key accounts.
• Build executive-level relationships with clients for long-term success.
• Act as escalation point for complex customer issues.
• Define and implement scalable customer success frameworks.
• Collaborate with delivery teams to align customer needs with company goals.
• Drive initiatives to improve customer satisfaction and increase spend.
• Analyze usage data and feedback to inform service improvements and upsell opportunities.
• Provide regular reports to senior leadership on CS metrics.

Conoscenze

Leadership

Customer success management

Stakeholder management

Communication

Negotiation

Analytical thinking

Strumenti

Excel

CRM

ITSM platforms

Descrizione del lavoro

NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of Industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group.

Job Description

We are looking for an experienced and dynamic Customer Success Manager to head our customer success team. This role is pivotal in driving customer satisfaction, retention, and growth by leading a team of success managers and ensuring our clients achieve maximum value from our IT solutions. The ideal candidate combines strong leadership skills with deep technical and business acumen.

Key Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers.
• Establish best practices, processes, and KPIs for customer success.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Track and drive activities to achieve financial KPIs.

Strategic Customer Engagement

• Oversee onboarding, adoption, and retention strategies for key accounts.
• Build executive-level relationships with clients to ensure long-term success.
• Act as an escalation point for complex customer issues.

Customer Success Strategy

• Define and implement scalable customer success frameworks.
• Collaborate with delivery teams to align customer needs with company goals.
• Drive initiatives to improve customer satisfaction scores and increase customer spending.

Revenue Growth & Retention

• Identify opportunities for upselling and cross-selling service offerings.
• Follow through with renewals and expansion deals.
• Monitor account health and proactively mitigate churn risks.

Data-Driven Insights

• Analyze customer usage data and feedback to inform service improvements and identify upsell opportunities.
• Provide regular reports to senior leadership on customer success metrics.
• Use insights to refine strategies and enhance customer experience.

Qualifications

What You'll Need

• 5+ years of experience in customer success, account management, or IT consulting, with at least 2 years in a leadership role.
• Strong understanding of managed services, End User Computing solutions and financial P&L concepts.
• Proven track record of managing teams and driving customer retention.
• Excellent communication, negotiation, and stakeholder management skills.
• Proficiency with Excel, CRM and ITSM platforms.

Desired Attributes

• Visionary leader with a customer-first mindset.
• Analytical thinker who leverages data to drive decisions.
• Skilled at balancing strategic planning with hands-on execution.
• Collaborative and adaptable in a fast-paced IT environment.

Additional Information

We are driven by our AEIOU beliefs-Adventure, Excellence, Integrity, Ownership, and Unity and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, we make the extraordinary happen.

Learn more about us at ncs.co and visit our LinkedIn career site.