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Customer Success Manager

ITCAN PTE. LIMITEDSingapore

15 days ago

Job description

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)

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Customer Manager • Singapore