Customer Success Manager – APAC
2 weeks ago
We are looking for an experienced Customer Success Manager who will be the primary liaison between the managed services customer base and all other internal contacts. This role requires experience in managed services as well as knowledge of Unified Communications and Contact Centre products. The ideal candidate for this position is a team player who is an experienced managed services provider with an established track record of providing high quality service to meet and exceed customer requirements. The Customer Success Manager should be able to work in a fast-paced environment, be able to prioritize, multi-task, and perform effectively under pressure.
Responsibilities:
Ensure successful usage of company services whilst providing key support to the company's top customers.Become intimately familiar with Managed Services customers' background, business & technical environment, and the company services details - technical solutions, SLA's considerations & commitments, etc.Act as the customers' advocate. Ensuring consistent and effective service adoption and operations as per customer requirements.Establishing and monitoring clear retention goals by minimizing customer churn, overseeing customer lifecycle from onboarding to operations to renewal.Be the customer global point of escalation for all services related matters, delivery, and support. Prepare and lead periodic service/business reviews with the account's key stakeholders. Developing strong relationships with the customers key stake holders, on both service management (CxO, IT management) and technical operations levels.Monitoring and ensuring overall customer experience.Work with the customer to identify key areas where company can assist with improving the customer experience & operations, including additional solutions & services.Engaging with other departments like Product Management, R&D, Sales, and Finance as required, to ensure customer's requirements are mapped, planned, and delivered. Driving growth by analyzing, reporting, and measuring customer trends.Qualifications:
3 or more years of experience in Customer Success or Technical Account Management positions.Excellent presentation, communication, and organizational skills.An ability to connect and build strong relationships with customers' key stake holders. Consultative and problem-solving skills.Strong organizational and presentation skills.Strong knowledge of Microsoft Office Applications & Tools (Excel, PPT, OneNote). Technical background in Unified Communications, Contact Centre solutions, telecommunication and/or networking.Self-motivated, organized, and entrepreneurial leader.
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