Strategic Client Success Manager - Data Center & IT Services

BLACK BOX NETWORK SERVICES SINGAPORE PTE LTD

Singapore

On-site

SGD 100,000 - 180,000

Full time

14 days+

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Job summary

Black Box Network Services Singapore Pte Ltd is seeking a Customer Success Manager to build and maintain strong relationships with enterprise and FSI clients, aligning objectives with managed services and technology solutions to drive service excellence.

The role emphasizes accountable service delivery, lifecycle management from onboarding to renewal, and collaboration with sales, operations, and global teams to identify improvements, upsell opportunities, and ensure compliance across complex

Qualifications

Bachelor’s degree in Information Technology, Business Administration, or a related discipline.
5+ years of experience in customer success, service delivery, or account management roles—preferably within data center, network infrastructure, or managed services industries.
Strong understanding of ITIL principles, service management frameworks, and operational processes.
Excellent communication, negotiation, and stakeholder management skills.

Responsibilities

Serve as the primary point of contact for assigned enterprise and FSI customers, ensuring smooth service delivery and long-term satisfaction.
Develop a deep understanding of each client’s infrastructure, business goals, and operational challenges to proactively offer strategic solutions.
Oversee the end-to-end customer lifecycle, from onboarding and service transition to ongoing delivery and renewal, within the Black Box service framework.
Drive operational excellence by coordinating with technical, operations, and project management teams to resolve issues promptly and effectively.
Conduct regular service reviews, performance reporting, and quarterly business reviews (QBRs) to present operational insights and identify improvement areas.
Partner with Sales and Account Management teams to identify upsell and cross-sell opportunities within existing accounts.
Monitor KPIs, SLAs, and ensure adherence to contractual obligations, particularly in compliance-driven FSI environments.
Lead customer escalations and incident management communication, ensuring timely resolution and customer confidence.
Collaborate with internal stakeholders across Black Box global teams to implement process improvements, automation, and best practices that enhance service quality and efficiency.
Promote customer advocacy by collecting feedback and translating insights into actionable initiatives that strengthen customer relationships and brand reputation.