Senior Customer Success Operations Manager

CONSULE SOLUTIONS & SERVICES PTE. LTD.

Singapore

On-site

SGD 90,000 - 150,000

Full time

7 days ago

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Job summary

CONSULE SOLUTIONS & SERVICES PTE. LTD. in Singapore seeks a High Touch Operations Manager to ensure premium-level service and drive customer outcomes across Plan/Build/Manage lifecycle, maximizing loyalty and satisfaction.

This role focuses on understanding customer priorities, aligning services, driving penetration, and delivering quarterly business reviews with senior stakeholders to reinforce value and identify up-sell opportunities.

Qualifications

Minimum BS/BA degree or equivalent plus 5 - 7 years related customer-facing support experience, project management experience or basic business experience.
Good presentation skills and comfortable presenting to senior management level at customer CXOs.
Thorough understanding of business processes and Service Provider environments.
Excellent ability to engage in cross-functional resources to solve customer issues.
Understanding of pertinent software applications used for reporting and researching.
Attention to detail a must. Ability to manage major incidents and high severity incidents under pressure situations.
Strong ability to utilize tools for customer experience and gap analysis and make recommendations to the customer.
CCNA or equivalent basic technical/networking knowledge and understanding of Cisco products and solutions.
Intermediate level understanding of project management and business acumen.
ITIL V3 Foundational or Exert Certification

Responsibilities

Identify, build and maintain relationships with customers’ internal management.
Act as the single point of contact for operational issues.
Coordinate technical issues and customer needs.
Represent customer needs to post-sales support teams and applicable organizations.
Monitor incident management and problem management to ensure timely resolution (bi-weekly).
Follow up on open action items timely manner and ensure commitments are met.
Provide customers with updates on hot or escalated incidents.
Coordinate and conduct weekly conference calls to provide status reports to customers and present quarterly reports to customers with an analysis of customers' support needs.
Gain a deep understanding of customer operations, processes and educate customers on processes and procedures.
Provide status reports to management.
Quarterly customer site visits to present operational incidents trending, activities, areas of focus, customer satisfaction and gap analysis to the customer and internal personnel.
Project manage customer-facing projects and internal advanced service improvements.