Customer Success Manager

Leading US data centre provider

Work location: Jurong

• Main contact for assigned clients through responding to enquiries, concern and addressing issues in a timely manner
• Engage clients proactively to build relationship and gather feedback for continuous improvement
• Provide onboarding training for new clienteles to ensure they understand systems, procedures and service escalation processes
• Work closely with operations team to resolve clients issues are addressed promptly
• Communicate with customers regarding updates and status of issues / resolutions provided
• Assist to identify risks and provide constructive feedback to improve customer experience
• Maintain system records of clients interaction, issues and resolutions using CRM tools
• Monthly reports on customers satisfaction indexs and metrics set by the management
• Prepare regular reports on customer satisfaction, internal scorecard and engagement metrics.
• Assist in identifying upselling or cross-selling opportunities during interactions.
• Support clientele contract renewals with sales team including identifying new needs with existing clients for new business services

Requirement

• Diploma / Degree in Business / Marketing or relevant qualification
• 2 -3 years of working experience in customer account management in data hub services, telecom, IT services industry
• Comfortable to interact and communicate with all level in customer management
• Able to handle multi-customer accounts on a daily basis and be prepared to commit beyond office hours when need arises
• Candidates with data centre industry background would have an advantage
• Strong knowledge in Microsoft Office Suites
• Salesforce, SAP and Yardi knowledge would be preferred
• Articulate, detail, critical thinking, engaging and resourceful

Leading US data centre provider

Work location: Jurong

• Main contact for assigned clients through responding to enquiries, concern and addressing issues in a timely manner
• Engage clients proactively to build relationship and gather feedback for continuous improvement
• Provide onboarding training for new clienteles to ensure they understand systems, procedures and service escalation processes
• Work closely with operations team to resolve clients issues are addressed promptly
• Communicate with customers regarding updates and status of issues / resolutions provided
• Assist to identify risks and provide constructive feedback to improve customer experience
• Maintain system records of clients interaction, issues and resolutions using CRM tools
• Monthly reports on customers satisfaction indexs and metrics set by the management
• Prepare regular reports on customer satisfaction, internal scorecard and engagement metrics.
• Assist in identifying upselling or cross-selling opportunities during interactions.
• Support clientele contract renewals with sales team including identifying new needs with existing clients for new business services

Requirement

• Diploma / Degree in Business / Marketing or relevant qualification
• 2 -3 years of working experience in customer account management in data hub services, telecom, IT services industry
• Comfortable to interact and communicate with all level in customer management
• Able to handle multi-customer accounts on a daily basis and be prepared to commit beyond office hours when need arises
• Candidates with data centre industry background would have an advantage
• Strong knowledge in Microsoft Office Suites
• Salesforce, SAP and Yardi knowledge would be preferred
• Articulate, detail, critical thinking, engaging and resourceful