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Customer Success Manager

Customer Success Manager

ITCAN PTE. LIMITEDD01 Cecil, Marina, People’s Park, Raffles Place, SG
15 days ago
Job description

Roles & Responsibilities

JD :

Job Title : Customer Success Manager (CSM)

Job Description :

The Customer Success Manager (CSM) is the focal point for building and maintaining relationship with our clients. CSM’s key focus is to identifies the client’s needs and work closely with various team to ensure the services. Track all opportunities to better serve our clients and deliver better services.

Customer focused – Manage customer expectations and Build strong partnership :

  • Act as a focal point for all related queries and issues faced by the client and their end-users.
  • Be passionate about customer satisfaction and experience and continuous service delivery improvements with Center of Excellence team.
  • Work with customers to ensure they are leveraging services effectively and finding value in our services
  • Assessing customer feedback and improving procedures accordingly to ensure that great customer service is always provided

Communication and Stakeholder engagement

  • Possess strong interpersonal skills, which enables them to communicate with customer and team, give clear instructions and provide great customer service
  • Ensure that effective communication is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes
  • Manage multiple stakeholders. Work closely with sales, support, billing and other technical teams
  • Ensure that regular reviews of the services provided (Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)) are conducted to maintain alignment between the services and the expectations of the customer
  • Review with support team to ensure that all support tasks and deliverables meet quality and service levels
  • Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business as Usual (BAU) support operations
  • Notify / escalate critical issues or variations to senior managers

    • Teamwork and Collaboration

  • Collaborate, problem solving, and / or strategize upcoming client meetings with various team members
  • Collaborate with internal stakeholders to establish relationship across all departments
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

    • Planning / Tracking operational activities and service upselling

  • Ensure contractual meetings are done in time and open actions are follow-up and closed in time
  • Establish Annual plans driving the improvement taking lessons from previous year, review with the senior manager
  • Work with Senior managers and sales team to maintain and increase revenue by upselling the services.

    • Requirements

  • 2-3 years as a Service Delivery / Customer Success Executive or Manager
  • Good customer management experience
  • Excellent written, oral and presentation skills
  • Certification in IT Service Management and / or ITIL (v4 or above)

    • Tell employers what skills you have

    Account Management

    Upselling

    IT Service Management

    Assessing

    Interpersonal Skills

    Problem Solving

    Customer Success

    Service Level

    FOCAL

    Stakeholder Engagement

    Customer Management

    Presentation Skills

    Customer Satisfaction

    ITIL

    Customer Service

    Service Delivery

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    Customer Manager • D01 Cecil, Marina, People’s Park, Raffles Place, SG