Senior Manager, Enhanced Services & Customer Success

F5 NETWORKS SINGAPORE PTE LTD; Singapore; On-site; SGD 120,000 - 170,000; Full time

Job summary

F5 Networks Singapore Pte Ltd is seeking an Enhanced Services Manager to lead the Support management team, overseeing Service Delivery Managers and related roles for key accounts, ensuring global consistency of Enhanced Services offerings.

You will act as escalation contact for high-priority customers, supervise staff, drive customer satisfaction, coordinate internal and external communication, and contribute to process improvements.

Qualifications

• 7 years of management experience in a technical support role.
• BA/BS or equivalent education.
• Experience in a technical support role is a plus.
• Experience with escalation handling and customer success is desirable.

Responsibilities

• Acting as an escalation point to resolve issues for valuable customers.
• Supervision of staff including performance evaluations, PTO, and training.
• Interact with leaders to gain cooperation and solutions for the team and customers.
• Manage customer interaction by coordinating communication internally and externally and directing issues to resolution.
• Ensure high customer satisfaction by following the Quality Management System for support interactions.
• Contribute to process and infrastructure improvement.
• Assist in the Service Sales process to demonstrate the value of Enhanced Services offerings.
• Perform other related duties as assigned.

Skills

Team leadership

Customer support

Escalation management

Performance management

Process improvement

Education

Bachelor's degree

Job description

F5 Networks Singapore Pte Ltd is seeking an Enhanced Services Manager to lead the Support management team, overseeing Service Delivery Managers and related roles for key accounts, ensuring global consistency of Enhanced Services offerings.

You will act as escalation contact for high-priority customers, supervise staff, drive customer satisfaction, coordinate internal and external communication, and contribute to process improvements.