Manager, Customer Success - Data Centre Services

Singtel Group; Singapore; On-site; SGD 75,000 - 95,000; Full time

Benefits offered by this job

Full suite of health and wellness benefits

Ongoing training and development programs

Internal mobility opportunities

Job summary

Singtel Group is seeking a Customer Success Manager in Singapore to manage relationships and service delivery between data centre operations and customers. This role emphasizes exceptional service management and proactive communication to ensure customer satisfaction.

The ideal candidate will possess over 5 years of experience in customer-facing roles, particularly in data centres or IT service environments, along with a strong technical understanding of data centre operations.

You will be part of a team that is transforming the data centre landscape, focusing on sustainability and AI.

Qualifications

• 5+ years of experience in a customer-facing role within a data centre or IT service provider.
• Strong understanding of data centre infrastructure, power and cooling systems.
• Excellent customer service, communication, and relationship management skills.

Responsibilities

• Act as the main point of contact for customers regarding all data centre services.
• Ensure Service Level Agreements (SLAs) are met and address any potential service issues.
• Conduct customer onboarding sessions to ensure understanding of the data centre environment.

Skills

Customer service

Communication

Technical understanding of data centre services

Relationship management

Risk management

Education

Bachelor’s Degree in Engineering, IT, Business

Tools

Data Centre Infrastructure Management tools

Job description

Passionate about making a real impact? Join our team at Nxera to unfold the new era! Be at the forefront of the data centre (DC) industry with a unique focus on sustainability, connectivity and AI which sets us apart as the next generation DC operator. You will also get to gain invaluable experience in a fast-growing industry that is powering the digitalisation wave. Be empowered to co-create the future with our dynamic teams!

We are seeking a Customer Success Manager to be the primary interface between our data centre operations and our customers. This role is responsible for ensuring exceptional service delivery, managing customer relationships, and addressing service-related concerns proactively. The ideal candidate will have strong communication skills, a technical understanding of data centre services, and experience in customer engagement.

Make an impact by

Customer Relationship Management

• Act as the main point of contact for customers regarding all data centre services, inquiries, and escalations.
• Conduct regular service reviews with customers to understand their needs and improve service delivery.
• Coordinate with internal teams (operations, engineering, and facility management) to address customer concerns and service requests promptly.
• Ensure customers are informed of maintenance schedules, incidents, and operational updates in a professional manner.

Service Excellence & Operations

• Ensure Service Level Agreements (SLAs) are met and proactively address any potential service issues.
• Collaborate with internal teams to improve service efficiency and enhance customer experience.
• Support customers during incident resolution, keeping them updated and ensuring proper follow-ups.
• Work closely with the operations team to optimize service quality and minimize disruptions.

Stakeholder Engagement & Communication

• Conduct customer onboarding sessions, ensuring they understand the data centre environment, security procedures, and service expectations.
• Liaise with sales, account managers, and technical teams to ensure smooth service delivery.
• Provide regular reports on customer satisfaction, service performance, and areas for improvement.

Risk & Compliance Management

• Ensure compliance with data centre security, operational policies, and industry regulations.
• Assist customers with audits and compliance requirements as needed.
• Identify and mitigate risks related to customer services and operations.

Skills for Success

• Bachelor’s Degree in Engineering, Information Technology, Business, or a related field.
• 5+ years of experience in a customer-facing role within a data centre, colocation, or IT service provider.
• Strong understanding of data centre infrastructure, power & cooling systems, and IT service management frameworks (e.g., ITIL, ISO 27001, or Uptime Institute standards).
• Excellent customer service, communication, and relationship management skills.
• Ability to handle customer escalations professionally and work under pressure.
• Experience managing SLAs, service reviews, and operational reporting.

Preferred Qualifications:

• ITIL Certification or equivalent service management training.
• Prior experience in colocation or cloud service environments.
• Familiarity with DCIM (Data Centre Infrastructure Management) tools.

Rewards that Go Beyond

• Full suite of health and wellness benefits
• Ongoing training and development programs
• Internal mobility opportunities

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