Customer Success Manager

About the role

Adventus, an ICT solutions and services provider with a global footprint, is hiring a Customer Success Manager in Singapore. The role leads customer success for assigned accounts, manages project implementation for assigned contracts and acts as the point of contact for service delivery.

Key responsibilities

• Lead and drive customer success for assigned accounts and manage communication with key stakeholders on daily operational support.
• Monitor and ensure SLAs are met, and that issues are escalated and prioritized.
• Manage a team of desktop, system, network and helpdesk engineers; during transition phases, the team works with customers on onboarding of service and equipment.
• Deliver service for each account, prioritize work requests and provide reporting and trend analysis to support the customer's business.
• Identify operational gaps and drive their closure internally and externally, and maintain long-term healthy customer relationships as a bridge between clients and internal teams.
• Work on financial cost priorities to balance customer satisfaction with company objectives, and ensure delivery to the cost plan.
• Handle ad-hoc duties as required.

Required profile

• Bachelor's degree in any discipline.
• 1-2 years of relevant customer success or client-facing experience.
• Fluent English and Mandarin to liaise with Mandarin-speaking customers.
• Comfortable handling a large portfolio of customer accounts and multi-tasking.
• Business acumen, customer focus and financial management skills are advantageous.

Required skills

• Excellent communication and stakeholder management.
• Strong analytical and problem-solving skills with quick resolution of issues.
• Written and presentation skills.